Sony WH-1000XM2 no hard reset (factory settings) possible

[kuhn5555]

Hi guys, 

I have a few issues with the WH-1000XM2 but I'll get to the most pressing one first:

I cannot reset the device with this explanation:

https://helpguide.sony.net/mdr/wh1000xm2/v1/en/contents/TP0001513197.html

nor with that one (hard reset)

https://helpguide.sony.net/mdr/wh1000xm2/v1/en/contents/TP0001513198.html

When I connect it to a computer or mac, the device charges, but pressing both buttons does not do a thing. After powering it off and trying the hard reset (pressing both power and Ambient/NC) I do not see the blue light blinking 4 times but only the blue/red blinking indicating Bluetooth pairing mode is turned on. 

Could you help me figure out what I'm doing wrong?

Why I want to reset the device is because I can connect it to my iPhone. But whenever I want to play Music from Spotify, Apple Music, Youtube etc, the bluetooth connection gets lost after 3 seconds of trying to play a song. And in the meantime I also cannot hear sound on the headphones.

Thanks for your help

[Pascale_F]

Hi kuhn5555,

Welcome to the community.

I'll see if I can find this out for you. Maybe someone else in the community can help in the meantime.

Thanks,

Pascale

[batee5]

Hi kuhn5555,

Welcome to our community!

Resetting the headset to factory settings using the buttons is usually a very straightforward process where you just need to press the right buttons long enough. If it's not working then it's best to have the headphones inspected at the Sony service centre. You'll find their contact details here.

Regards,

Batee5

[kuhn5555]

Hi, 

thanks for your answer. I guess then my way will lead to the customer support. 

Thank you