Make sure that the Service Link is set to on in the Sony | Headphones Connect app.
Make sure that the Bluetooth function of the smartphone is set to ON.
Make sure that the smartphone is not connected to other headphones.
Make sure that LE-xxxxx (headphones model name) is displayed as a connected device in the smartphone's Bluetooth setting.
If the headphones cannot reconnect to the app, delete the LE-xxxxx (headphones model name) from the smartphone list of connected devices and then, using the Auto Play app, choose the three-dot (Information) icon, select Cancel registration of this device, and then select Register the device. This will register the headphones to the app again.
Make sure that the headphone software, the Sony | Headphones Connect app, and the Auto Play app are all updated to the latest version.
The headphones cannot connect to the app during the headphones software update. Try the connection again after completing the update.
A. After updating to Android 12, access to the Auto Play app should be reassigned.
If the headphone's connection status is shown as Disconnected on the Home screen of the Auto Play app, tap the Update icon on the right side of the Disconnected display, and select Allow to find the nearby devices
In the smartphone Setting, allow access to the apps you use with the Auto Play app:
The app that supports the Service Link feature (Spotify, Endel, etc.)