A reset clears a lot of strange behaviour on the Sony WH-1000XM4: touch controls that won't respond, pairing problems, a battery level that's stuck, or headphones that won't switch on or charge properly. There are two kinds of reset, and it matters which one you use.
- A restart (Sony calls it "reset") reboots the headphones and keeps your pairings and settings.
- A factory reset (Sony calls it "initialising") wipes all your settings and pairings, and returns the headphones to how they left the factory.
Try the restart first. If that doesn't help, do the factory reset. The steps below are taken from Sony's own support guide for the WH-1000XM4.
Where the buttons are
Both resets use two buttons on the left ear cup:
- POWER, the round power button
- CUSTOM, the button next to it
The USB-C charging port is on the right ear cup.
Method 1: restart (keeps your settings)
Use this first for frozen controls, odd behaviour or charging problems.
- Plug the USB-C cable into the headphones so they're charging.
- With the cable still plugged in, press the POWER and CUSTOM buttons at the same time.
- The headphones reset.
- To carry on charging, unplug the USB-C cable and plug it back in.
Your pairings and settings are kept, so you shouldn't need to pair them again.
Method 2: factory reset (wipes everything)
Use this if the restart didn't help, or if you're selling or passing on the headphones.
- Turn the headphones off, and make sure the USB cable is not connected.
- Press and hold the POWER and CUSTOM buttons together for 7 seconds or more.
- The blue indicator light flashes four times, and the headphones reset to factory settings.
- On your phone, tablet or computer, delete "WH-1000XM4" from the list of Bluetooth devices.
- Pair the headphones again as if they were new.
After a factory reset, open Sony's headphones app and set up your preferences again, such as noise cancelling, equaliser and touch settings.
If the reset doesn't work
The light doesn't flash during a factory reset
Make sure the headphones are fully off and not connected to a charger before you start, and keep both buttons held down for the full 7 seconds. If the battery is completely flat, charge them for a while first.
They won't respond to anything
Charge them for 15 minutes with a known-good cable and plug, then try the restart with the cable connected. If there's still nothing, see Sony XM4 won't turn on.
The problem comes back after a reset
A reset fixes software glitches, not hardware faults. If the same problem returns, look at the specific guide:
- Not charging: Sony headphones not charging
- Battery dying quickly: Sony XM4 battery draining fast
- No sound on one side: Sony headphones no sound on one side
- Touch controls not working: Sony headphones touch controls not working
Update the firmware too
After a reset, it's worth checking for a firmware update in Sony's headphones app. Updates fix bugs, and a reset followed by an update clears up a lot of issues. Keep the headphones charged and close to your phone while it installs.
When it's a repair, not a reset
If you've done both resets and updated the firmware, and the fault is still there, it's likely to be hardware: the battery, the charging port, a cable at the hinge, a driver or the board. That's when a repair makes sense.
My Sony headphones repair (any fault) starts with a £4.99 assessment. I find the fault and quote before any work, and the £4.99 comes off the repair if you go ahead. If you already know what's wrong, there are fixed prices for the hinge, battery and charging port.
Questions people ask
Does resetting Sony XM4 headphones delete pairings?
The restart (power and CUSTOM with the cable plugged in) keeps your pairings. The factory reset (power and CUSTOM held for 7 seconds with no cable) deletes them.
How do I know the XM4 factory reset has worked?
The blue indicator light flashes four times. Then delete the headphones from your device's Bluetooth list and pair them again.
Do I need the app to reset XM4 headphones?
No. Both resets use the buttons on the headphones. You'll need the app afterwards to set your preferences again following a factory reset.
Is the reset the same on the XM5?
Almost, but the XM5 uses the NC/AMB button instead of CUSTOM. See how to reset Sony WH-1000XM5.
My recommendation
Start with the restart, as it's quick and you keep everything. If that doesn't help, do the factory reset and update the firmware. If the fault survives all of that, it's a hardware problem, and worth getting looked at.