Sony SupportWH-CH720N

Article ID : 00249015 / Last Modified : 07/10/2024Print

I can't use the Google Assistant feature on my headphones or I get a "Google Assistant is not connected" message.

    IMPORTANT: Before proceeding, refer to the Using Google Assistant with wireless headphones article to see if your devices meet the requirements to use the Google Assistant function.
    Note: With the changes Google will be making to the Google Assistant feature, linking headphones to the Google Assistant app for iOS is discontinued.

    Troubleshooting steps

    IMPORTANT:

    • If the device information is not registered, start from step 3.
    • Procedures or images may differ depending on the OS version, app version, or device.

    Step 1 Delete the registration information on the app

    Note: The descriptions below use the examples using WF-1000XM3.

    1. On the HOME screen of the Android device, start the Headphones Connect app to connect with the headphones.
    2. Select the (Settings) icon for the Google Assistant function.
    3. In the Edit screen, select Learn more.
    4. On the Google Assistant screen, select Get started with the Google Assistant, then select Explore & Your stuff icon.
      　
    5. Select Profile picture or initial at the top right → Settings → Assistant, then select the headphones model name under Assistant device.
    6. Select Remove your Google Assistant, then delete the device information.

    Step 2 Delete the Bluetooth device information registered on the Android device.

    1. On the Home screen of the Android device, select Settings.
    2. Select Device connection.
      Note: If the Bluetooth function is Off, set it to On.
    3. To the right of the headphones model name select (Settings), then select FORGET DEVICE and delete the registered information.

    Step 3 Pair with the headphones

    1. On the Home screen of the Android device, select Settings.
    2. Select Device connection.
    3. Press the Power button on the headphones for 7 seconds to enter pairing mode.
      • For the truly wireless headphones: Hold your fingers to the buttons/touch sensors on both the left and right units for about 7 seconds. For details refer to the manual of the product.
      • The indicator light on the headphones will flash when it is in pairing mode.
        　
    4. Select　Pair new device or Bluetooth, then select the headphones model name and pair with the headphones.
      Notes:
      • If Bluetooth is Off, set it to On.
      • If Passkey　input is required, input 0000.
        NOTE: A Passkey may be called Passcode, PIN code,　PIN number, or Password.
    5. Make sure the headphones appear　in Available media devices.

    Step 4 Set up Google Assistant

    1. On the Home screen of the Android device, start the Headphones Connect app.
    2. Select the　 (Settings) icon for the Google Assistant function, then in the Edit screen, select Learn more.
      Note: If Google Assistant is not displayed, apply the Google Assistant function to the touch sensor or button.
    3. On the Google Assistant screen, select Get started with the Google Assistant, then select Finish headphones setup.
    4. Follow the instructions on the screen to complete the setup. After completing the setup, try using Google Assistant with the headphones.