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Troubleshoot why the Truly Wireless headphones are not charging

Troubleshoot why the Truly Wireless headphones are not charging

Follow these steps to troubleshoot this issue:

Before you start

Updating the headphones software to the latest version may resolve the issue. Perform the update before going to the next step.

WF-XB700

  • Download all available updates
NOTE: If "Unfortunately, there currently are no downloads for this product." is shown in the download page, go to the next step.

Solution

  1. Does the charging indicator flash when you set the headphones in the charging case?
    image that the indicator of WF-XB700 charging case is flashing

    Yes, the indicator flashes.

    WF-XB700

    Only charge the headphones at a temperature between 5 °C and 35 °C (41 ºF to 95 ºF). If you exceed the charging temperature range when you charge the headphones, the headphones will detect the abnormality and the indicator lights will flash. When you notice that the charging case is either too cold or too hot, leave it at room temperature for about 1 to 2 hours. If after returning to the normal charging temperature range the issue is not still resolved, Service may be required.

    If the indicator of the charging case turns off immediately after flashing, the battery of the charging case is low.
    Go to step 4.

    The indicator does not flash, but it lights up or turns off.
    Go to step 2.

  2. Does the indicator light up when you close the lid of the charging case, wait approximately 30 seconds, and open the lid again?
    Check the status with the indicator of the headphones.

    The indicator lights up.
    Charging started successfully. Wait until the headphones are fully charged.
    When charging is complete the indicator turns off.
    The indicator does not light up, or lights up only one side of the headphones.
    Go to step 3.
    The indicator lights up, and then immediately turns off.
    Go to step 3.

  3. Check that the headphones are correctly set into the charging case.

    WF-XB700

    • Be careful not to mix the left and right sides when you place the headphones into the charging case.

    If the issue is not resolved, go to step 4.

  4. Connect the supplied USB cable to the charging case.
    Check if the indicator lights up when you connect the charging case to an AC outlet using a USB AC adapter or when you connect it to a computer.
    NOTE: Use the USB cable that is supplied with the product. Charging may not be possible with a commercially-available USB cable.
    image that charges WF-XB700 connecting the USB cable to the charging case

    The indicator lights up.
    A low battery level in the charging case caused the issue. Wait until your earbud headphones are fully charged.
    The indicator does not light up.
    Go to step 5.

  5. Wipe the charging ports of the headphones, and check if the charging indicator light up.

    Foreign substances and sweat or moisture may build up in the headphones and get transferred to the charging case. To avoid the problems this may cause, regularly clean the contact points of the charging case and headphones using a soft cloth or cotton swab. Once you have finished the cleaning process, try charging again.

    WF-XB700
    Location of the charging contact points

    • Contact points on the charging case:
      image of WF-XB700 charging port (charging case)

    • Contact points on the headphones:
      image of WF-XB700 charging port (headphones)

      1. Contact points

    How to clean: Wipe off the contact points using dry cloth or cotton swab.

    • Cleaning the contact points on the charging case:
      image of cleaning the charging port of the charging case, using the soft cloth

    • Cleaning the contact points on the headphones:
      image of cleaning the charging port of the charging case, using the soft cloth

    The charging indicator lights up.
    The charging ports were not clean. Wait until the headphones are fully charged.
    Regular cleaning is recommended to prevent issues with charging.
    The charging indicator does not light up.

    WF-XB700

    Check to see if the issue is resolved after resetting the headphones.
    For how to reset the headphones, see the Resetting the headset section in the How to reset or initialize the headset article.

    If the issue is resolved after resetting the headphones, the issue was caused by a temporary malfunction of the headphones. Wait until the headphones are fully charged. If the issue is not resolved, go to step 6.

  6. When using a different AC adapter or connecting to a different USB port, does the indicator light up?
    Use a different AC adapter to charge your earbud headphones. If you are charging your headphones through a computer, connect it to a different USB port.

    Yes, the indicator lights up.
    The previous AC adapter or USB port may not be working. Contact the manufacturer.
    No, the indicator does not light up.
    Go to step 7.

  7. Can you charge a different device with the same AC adapter or USB port?
    Use the same AC adapter or the USB port on the computer to charge a mobile device or other product.

    Yes, I can charge the different device.
    The headphones and supplied USB cable may be malfunctioning. Service may be required.
    No, I cannot charge.
    The AC adapter or USB port may not be working. Contact the manufacturer.

https://www.sony.com/

Note :

"Troubleshoot why the Truly Wireless headphones are not charging"

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