The Tool Desk
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Unable to make a Bluetooth connection or pair
Check for an automatic connection to another device
Make sure the WH-1000XM5 and the phone, computer, or other source are on, and Bluetooth is enabled on the source. The headset may reconnect to the last device it used. Disconnect Bluetooth on that device or turn it off, then try connecting to the intended source. If the headset’s pairing information was deleted, pair it again. See Sony’s Bluetooth connection troubleshooting.
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Pair from the source device
- Keep the headset and source device within 1 m (3 ft) of each other.
- For the first pairing after purchase or initialization, the headset enters pairing mode automatically. To pair a second or later device, press and hold the headset’s power button for about five seconds to enter pairing mode.
- Open the source device’s Bluetooth settings and select “WH-1000XM5.” Complete pairing on the source device. Sony says pairing mode is canceled after five minutes if pairing is not completed.
Follow Sony’s pairing instructions if the menu names differ on your device.
If pairing still fails
If the headset was initialized or repaired, remove its old entry from the phone or computer’s Bluetooth settings, restart that device, and pair again. The headset can retain pairing information for up to eight devices; when another device is paired after that, the oldest registration is replaced. These pairing details are in Sony’s Bluetooth device registration guide.
#1 Best Overall
- PREMIUM NOISE CANCELLATION: Two processors control 8 microphones for unprecedented noise cancellation. With Auto NC Optimizer, noise canceling is automatically optimized based on your wearing conditions and environment.
- MAGNIFICENT SOUND: Engineered to perfection with the new Integrated Processor V1.
- CRYSTAL CLEAR HANDS-FREE CALLING: 4 beamforming microphones, precise voice pickup, and advanced audio signal processing.
- LONG BATTERY LIFE: Up to 30-hour battery life with quick charging (3 min charge for 3 hours of playback).
- ULTRA-COMFORTABLE: Lightweight design with soft fit leather.
No sound from the WH-1000XM5
Check playback and audio routing
- Confirm both devices are powered on and that the source is actually playing audio.
- On a computer, select the Bluetooth headset as the audio output device.
- For music, Sony specifies an A2DP Bluetooth connection. For video calls on a computer, use HFP or HSP; the available profile and setting depend on the computer and calling app.
- If using the headphone cable, check that it is firmly seated at both ends.
- If Speak-to-Chat has activated, exit that mode using the headset controls.
Sony’s no-sound troubleshooting guide covers these checks.
When connected to two devices
With two-device connection enabled, an app on the first device may keep sending a silent signal after playback stops. That can prevent audio from switching to the second device. Check the two-device setting in Sony | Headphones Connect, stop playback on the first device, and close its app if necessary.
Rank #2
- PREMIUM NOISE CANCELLATION: Two processors control 8 microphones for unprecedented noise cancellation. With Auto NC Optimizer, noise canceling is automatically optimized based on your wearing conditions and environment.
- MAGNIFICENT SOUND: Engineered to perfection with the new Integrated Processor V1.
- CRYSTAL CLEAR HANDS-FREE CALLING: 4 beamforming microphones, precise voice pickup, and advanced audio signal processing.
- LONG BATTERY LIFE: Up to 30-hour battery life with quick charging (3 min charge for 3 hours of playback).
- ULTRA-COMFORTABLE: Lightweight design with soft fit leather.
Low sound level
Raise the volume on both the headset and the connected device. Their volume controls may not be synchronized, so turning up only one may not be enough. Sony lists this as a check in its low-volume troubleshooting instructions.
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Charging cannot be done
Check the cable, temperature, and power source
- Try the USB Type-C cable supplied with the headset first. If it is missing or you suspect it is faulty, use a compatible USB-C cable; Sony does not certify a particular aftermarket replacement here.
- Charge in an ambient temperature between 15 °C and 35 °C (59 °F and 95 °F).
- With a commercial USB AC adapter, check that it is connected to the outlet and can provide at least 1.5 A output.
- When charging from a computer, connect directly to a USB port rather than through a hub. Make sure the computer is on and awake; try another port, update the operating system if needed, and restart the computer.
These are Sony’s stated checks in its charging troubleshooting guide.
Rank #3
- PREMIUM NOISE CANCELLATION: Two processors control 8 microphones for unprecedented noise cancellation. With Auto NC Optimizer, noise canceling is automatically optimized based on your wearing conditions and environment.
- MAGNIFICENT SOUND: Engineered to perfection with the new Integrated Processor V1
- CRYSTAL CLEAR HANDS-FREE CALLING: 4 beamforming microphones, precise voice pickup, and advanced audio signal processing.
- LONG BATTERY LIFE: Up to 30-hour battery life with quick charging (3 min charge for 3 hours of playback).(USB Type-C Cable included)
- ULTRA-COMFORTABLE: Lightweight design with soft fit leather.
If the headset will not turn on
Make sure it has charge, then disconnect the USB Type-C cable before trying to power it on. Sony says the WH-1000XM5 cannot be turned on while it is charging.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Reset or initialize the headset
Sony recommends working through the symptom-specific checks and charging or restarting the relevant devices before escalating to reset or initialization. These two recovery options have different consequences:
Rank #4
- This Certified Refurbished product is manufacturer refurbished, shows limited or no wear, and includes all original accessories plus a 90-day limited hardware warranty.
- Precision-engineered to deliver exceptional High-Resolution Audio quality. Our Precise Voice Pickup Technology with newly developed wind noise reduction will also ensure you can hear and be heard clearly when taking calls on these noise cancelling headphones.
- Smart, intuitive, and intelligent. Adaptive Sound Control automatically adjusts the sound settings based on your environment and activity, and Speak-to-Chat automatically pauses the music when you want to have a conversation, without you having to remove the over ear headphones!
- For total convenience, these Bluetooth headphones can be paired with two devices at the same time. Fast Pair will help you locate the WH-1000XM5B if you can't find them and Swift Pair makes pairing with your PC or tablet simple.
- With up to a huge 30 hours of battery life, you’ll have enough power, even for long trips! A collapsible case is included with these Sony headphones for easy storage and travel.
| Option | When to use | Effect on pairing and settings |
|---|---|---|
| Reset | First device-level recovery for a headset that will not turn on or operate | Retains pairing information and other settings |
| Initialize | If the headset still malfunctions after reset | Restores factory settings and deletes all pairing information |
Reset: retain pairing information
- Connect the headset to an AC outlet using a USB Type-C cable.
- Press the power button and NC/AMB button simultaneously.
Sony says this reset retains pairing information and other settings. Refer to its reset instructions.
Initialize: restore factory settings
- Turn the headset off and disconnect the USB Type-C cable.
- Press and hold the power and NC/AMB buttons together for about seven seconds.
- Check for four blue indicator flashes, which signal that initialization is complete.
- Delete the WH-1000XM5 pairing entry from the phone or computer, then pair the devices again.
Initialization resets volume and other settings to factory defaults and deletes pairing information. Sony’s initialization instructions describe the procedure. If the headset still does not work afterward, Sony advises consulting a Sony dealer.
Quick Recap
Best Value
- Revolutionary noise cancellation: The Sony WH-1000XM5 wireless headphones set a new standard with industry-leading noise canceling, powered by 2 advanced processors and 8 microphones, offering an immersive sound experience. Ideal for audiophiles and professionals, these sony headphones deliver unparalleled quietness in any environment, enhancing focus whether you're working in a bustling office or relaxing on a noisy flight.
- Immersive sound, uncompromised clarity: Experience exceptional audio fidelity with newly developed drivers Sony WH-1000XM5 Noise-Canceling Wireless Over-Ear Headphones and DSEE Extreme technology that upscales compressed music files in real-time. With Hi-Res audio support, these headphones deliver stunning sound quality, allowing music lovers and audiophiles to enjoy tracks as the artists intended, capturing every detail and nuance for a truly engaging listening experience.
- Effortless multitasking and communication: Stay seamlessly connected with multipoint connection and crystal-clear hands-free calling, allowing you to switch between devices without missing a beat. Whether you're a busy professional or a music enthusiast, the intuitive touch controls and Speak-to-Chat feature offer quick access to ambient sound, ensuring you never miss an important conversation or cue in your environment.
- All-day comfort and convenience: Designed for prolonged use, the WH-1000XM5 Noise-Canceling Wireless Over Ear Headphones feature a lightweight, ultra-comfortable design with soft-fit leather that conforms to your ears. With up to 30 hours of battery life and quick charging capability, they are perfect for frequent travelers and daily commuters. The redesigned collapsible case provides easy storage, while Quick Access lets you tap into Spotify effortlessly.
- Bundle Includes: Sony WH-1000XM5 Noise-Canceling Wireless Over-Ear Headphones (Black) + 6Ave Microfiber Cleaning Cloth + P-Bank Battery + Headphone / Headset Stand
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