"WH-CH720N" / Sony YY2966 bluetooth headphones cannot be detected

Andrey 0 Reputation points
2026-10-02T06:52:22.35+00:00

I want to connect these headphones to my laptop (I have Windows 11 btw), but my laptop just won't find them. When I turn on bluetooth and click on "Add device", me headphones (WH-CH720N) just don't appear. I tried all the internet tricks I could find:

  • Update my PC (headphones still not found)
  • Use the new "Get Help" app for troubleshooting bluethooth and audio settings (headphones still not found)
  • Go to "Device Manager" and check "Sound, video and game controllers" (headphones still not found)
  • Press Win + R, type services.msc and set "Bluetooth Audio Gateway Service" & "Bluetooth Support Service" to automatic (headphones still not found & now "Bluetooth Audio Gateway Service" is blank, I cannot run, pause it, stop it, etc)

My laptop is turning an blind eye to their existance. I even checked that my headphones have AAC codec and they do, yet my computer won't see them. I didn't have this issue with any other pair of bluetooth headphones, just this one specifically.

Please send help.

Windows for home | Windows 11 | Connect Phone and PC
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  1. Onyx Is here 5,015 Reputation points Independent Advisor
    2026-10-02T08:06:59.29+00:00

    Sorry to hear you're having trouble.

    I would like to recommend that you try following the steps to connect your headset via this Sony help guide for the headset https://helpguide.sony.net/mdr/2966/v1/en/contents/TP1000940509.html.

    If you are still unable to connect to your PC then you may need to reset the headset to factory settings as listed on the site.

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  2. AI answer

    2026-10-02T06:52:39.09+00:00

    Since Windows 11 can detect other Bluetooth headphones, focus on pairing visibility and Windows Bluetooth discovery rather than AAC. AAC affects audio playback quality after connection; it does not control whether the headphones appear during detection.

    Try this in order:

    1. Confirm the headphones are actually in pairing mode and close to the laptop.
      • Turn the headphones off, wait a few seconds, then turn them back on in pairing mode.
      • Keep them within range of the PC.
      • If possible, move them away from USB 3.0 devices, because unshielded USB devices can interfere with Bluetooth.
    2. Make sure Bluetooth is on and airplane mode is off on the laptop.
      • Select the Network, Sound, or Battery icons on the taskbar.
      • Verify Bluetooth is on.
      • Verify Airplane mode is off.
    3. Change Bluetooth discovery to show all device types.
      • Go to Start > Settings > Bluetooth & devices > Devices.
      • Under Device settings > Bluetooth devices discovery, change it to Advanced.
      • Then try Add device again.
    4. Toggle Bluetooth off and back on.
      • Go to Start > Settings > Bluetooth & devices.
      • Turn Bluetooth off, wait a few seconds, then turn it back on.
      • Try pairing again.
    5. Remove any old Sony or headphone entries and re-add.
      • Go to Start > Settings > Bluetooth & devices > Devices.
      • If any old entry for the headphones appears, select More options (...) > Remove device > Yes.
      • Then select Add device and try again.
    6. Update the Bluetooth adapter driver from the correct place.
      • Checking Sound, video and game controllers is not the right place for Bluetooth detection issues.
      • Open Device Manager.
      • Expand Bluetooth.
      • Right-click the Bluetooth adapter and select Update driver > Search automatically for drivers.
      • Restart the PC after the update.
    7. If Windows says the best driver is already installed, install the latest Bluetooth driver from the laptop manufacturer.
      • Go to the laptop manufacturer’s support site.
      • Search by the laptop model.
      • Download and install the latest Bluetooth driver for Windows 11.
      • Restart the PC.
    8. Run the Windows Bluetooth troubleshooter from Settings as well.
      • Go to Start > Settings > System > Troubleshoot > Other troubleshooters.
      • Next to Bluetooth, select Run.
    9. If the driver still seems stuck, reinstall the Bluetooth adapter.
      • Open Device Manager.
      • Expand Bluetooth.
      • Right-click the Bluetooth adapter and select Uninstall device.
      • Restart the PC.
      • Windows should reinstall the Bluetooth driver automatically after restart.

    The most relevant next steps for this specific case are:

    • put the Sony headphones into pairing mode again,
    • set Bluetooth devices discovery to Advanced,
    • update or reinstall the adapter under Device Manager > Bluetooth,
    • then install the latest Bluetooth driver from the laptop manufacturer if needed.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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