Before you can connect your WH-1000XM5, you first need to pair it to the other device.
If the wireless headset is not pairing correctly, then you can take a look at this troubleshooting article at Seeking Tech to see you can potentially fix this problem.
1. The first step we recommend taking is to put the WH-1000XM5 and the device closer together. Sony recommends a range of 1 meter or 3 feet.
You should also make sure that there aren’t any solid objects in between the line of sight of the headphones and the other device.
Furthermore, avoid pairing when there are other wireless devices, such as a microwave or Wi-Fi router, nearby as these may interfere with the process.
2. You should also make sure that the headphones and the other device have enough battery life remaining in order to complete the pairing process.
If your WH-1000XM5 is flashing an orange light, then it indicates that the battery charge is 10% or less. In this case, you should recharge the wireless headphones before trying to pair it to the other device.
3. If you have already paired the Sony WH-1000XM5 to another device before, then subsequent pairings require a slightly different method.
In this scenario, you will need to press and hold the power button located on the left ear cushion for around five seconds. The status indicator light next to it should flash a blue light two times in sequence, which means that the headset has been set to pairing mode.
4. If the other device is currently connected to other Bluetooth devices, then we recommend that you disconnect them to see if you are able to pair the Sony WH-1000XM5.
5. Furthermore, we suggest that your restart the other device. By doing so, you will be able to refresh its Bluetooth connection, close any apps that may have been causing issues with the pairing and free up hardware resources.
6. Resetting or factory resetting the Sony WH-1000XM5 may also fix the pairing problems.
A regular reset should clear any potential temporary glitches from the headset. A factory reset will restore the WH-1000XM5 to its original factory settings, which will result in the removal of any existing pairing information.
To see how you can do a regular and factory reset of this product, you can take a look at this tutorial.
7. If your Sony WH-1000XM5 was previously paired to the other device but you needed to factory reset or send in the wireless headphones in for repair, then that could be causing issues.
To fix this particular problem, you first need to delete or forget the WH-1000XM5 in the Bluetooth menu of the other device. You should then be able to pair the wireless headphones without any issue.
8. There is also a possibility that the other device may not be compatible with the WH-1000XM5. Its Bluetooth connection may have been defective as well.
In both of these cases, we recommend trying another device to see if you are able to go through with the pairing process.
9. The Bluetooth connection could also be damaged on the WH-1000XM5. If you believe that this is the case, then you need to contact Sony about getting the wireless headphones repaired or replaced.