Troubleshoot Your Cisco Headset 500 Series
You may experience issues related to the following scenarios:
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Your headset cannot communicate with your selected call device.
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The sound in your headset speakers is poor.
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You cannot be understood when you speak into the headset microphone.
If you experience problems, your administrator can help troubleshoot the root cause of the problem.
What to Do First
Try these actions first if you have trouble with your Cisco Headset 500 Series.
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If you are using the Cisco Headset 520 Series or Cisco Headset 530 Series:
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Unplug and replug your headset into your call device
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If you are using the Cisco Headset 560 Series:
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Unplug your headset base from its power source, wait a moment, and plug the power source back in.
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Restart your wireless headset. Press and hold
for 4 seconds to power your headset off and place your headset in the cradle on the base.
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Check the connection between your headset base and your call device. Make sure that all cords are properly plugged in.
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Check your device settings to see if your headset is detected.
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On a Cisco IP Phone connected to Cisco Unified Communications Manager: Press Applications
and select Accessories.
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On a Cisco IP Phone with Multiplatform Phone Firmware: Press Applications
and select .
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On a Cisco Webex Desk Series: Tap on the screen and select from the available audio devices in the upper right corner.
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On Cisco Jabber: Click
. -
On Cisco Webex: Click on your profile picture and select
. -
On Cisco Webex Meetings: Click
.
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Test a different headset with your device to determine if the problem is with your wireless headset or your device.
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If you are using your headset with a Cisco IP Phone, make sure that your headset software and phone firmware version is up-to-date.
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If you are using your headset with Jabber or Webex on a Windows or Mac device, close other open soft clients.
Problems With Your Headset Audio
You Hear Garbled or Inconsistent Sound in Your Wired Headset
Problem
There is sound coming through the headset but it is inconsistent or full of static.
Solution
Using Cisco Headset 521, 522, 531, and 532:
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Unplug your headset from the call source. Reconnect the headset.
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Check the connectivity of your call source.
You Hear Garbled or Inconsistent Sound in Your Wireless Headset
Problem
There is sound coming through the headset but it is inconsistent or full of static.
Solution
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Test you call device to see if the problem is in your headset or with your device.
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Try a different headset or audio source with your call device.
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On a Cisco IP Phone, use the handset to make a call.
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Try these steps if you decide your headset is the source of the poor audio quality.
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Make sure you have the most recent firmware versions on both your headset and your call device.
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Unplug and plug in the headset cables.
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Press and hold the Press and hold the Call button for 4 seconds to turn off the headset. Place the headset on to the base to pair with the headset.
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Make sure that your base is not receiving interference from other DECT sources. For best call quality, make sure that your headset base is at least 3 feet (1 meter) away from another Cisco headset base.
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Make sure that you are not taking your headset too far from the base.
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You Can't Hear Sound Through Your Cisco Headset 520 Series and Cisco Headset 530 Series
Problem
There is little or no sound coming through your Cisco Headset 520 Series or Cisco Headset 530 Series.
Solution
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Check the volume level on your headset. Press the volume controls on your inline controller or wireless headset to adjust the sound level.
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Ensure that the audio output on your device is set to Cisco Headset.
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On a Cisco IP Phone connected to Cisco Unified Communications Manager: Press Applications
and select Accessories.
-
On a Cisco IP Phone with Multiplatform Phone firmware: Press Applications
and select .
-
On Cisco Jabber: Click
. -
In Cisco Webex: Click on your profile picture and select .
-
In Cisco Webex Meetings: From the Select Audio Connection drop-down list, select Cisco Headset.
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Close any other calling soft clients.
You Can't Hear Sound Through Your Wireless Headset
Problem
There is little or no sound coming through your wireless headset.
Solution
-
Check the volume level on your headset.
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Ensure that the audio output on your device is set to Cisco Headset.
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On a Cisco IP Phone connected to Cisco Unified Communications Manager: Press Applications
and select Accessories.
-
On a Cisco IP Phone with Multiplatform firmware: Press Applications
and select .
-
On Cisco Jabber: Click
. -
In Cisco Webex: Click on your profile picture and selct .
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In Cisco Webex Meetings: From the Select Audio Connection drop-down list, select Cisco Headset.
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Ensure that the headset base is plugged into a power source. The headset cannot function without its base.
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Close any other calling soft clients.
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Make sure that your wireless headset is paired with its base. Place the headset into the base to pair the headset and base. Make sure that the headset is properly seated. When joined, the headset and base sync automatically.
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Check that the headset base is properly connected to your desired call device.
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If you use your headset with a multibase, make sure that your desired call source is selected.
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Check the battery level on your wireless headset.
Other People Can't Hear You on Your Cisco Headset 520 Series or Cisco Headset 530 Series
Problem
You cannot be heard when using your Cisco Headset 520 Series or Cisco Headset 530 Series.
Solutions
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Check to make sure your microphone is not muted. Press Mute on your controller or to mute and unmute your microphone. When you are muted on a call, Mute on your inline controller or call indicator LED on your base shows solid red.
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Make sure that the microphone boom has been lowered. For optimal sound, the headset microphone should be no further than 1 in (2.5 cm) from your mouth.
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Make sure that your headset is properly plugged into your preferred call device.
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Check that your desired call device detects your headset.
Other People Can't Hear You on Your Cisco Headset 560 Series
Problem
You cannot be heard when using your Cisco Headset 560 Series.
Solutions
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Check to make sure your microphone is not muted. Press Mute on your wireless headset to mute and unmute your microphone. When you are muted on a call, the call indicator LED on your base shows solid red.
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Make sure that the microphone boom has been lowered. For optimal sound, the headset microphone should be no further than 1 in (2.5 cm) from your mouth.
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Make sure that your base is properly plugged into your preferred call device. Ensure that the connection to and from the base is secure.
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Make sure that you don't take your headset too far from the base.
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Make sure that your desired call device detects your headset.
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Move your base away from potential sources of radio interference such as DECT, Wi-Fi, and Bluetooth devices.
Your Headset Does Not Alert You to Incoming Calls on a Cisco IP Phone
Problem
Your Cisco Headset 500 Series does not play a tone when you have an incoming call.
Solution
This is a known limitation in the Cisco Headset 500 Series with Firmware Release 1.0(2) or older. Update your headset firmware to the latest firmware release.
Your Headset and Base Won't Pair
Problem
Your headset is seated in the wireless base but they have not paired. The headset and battery indicator LEDs on the base flash rapidly. It should take no longer than 10–12 seconds for the headset and base to pair.
Solution
Power cycle the headset.
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With the headset off the base, press and hold the Call button
for 4 seconds until the LED on the headset is off.
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Seat the headset back on to the base. The headset automatically turns on and pairs with the headset base.
Note
If the headset does not have the most recent software load, the headset will begin to update.
Base with Y-Cable Doesn't Work
Problem
The Cisco Headset 560 Series with standard base or multibase does not work when plugged into a Cisco IP Phone with the Y-cable.
Solution
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Check that all Y-cable connectors are plugged into the appropriate ports on the phone.
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Phone: AUX port and headset port
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Base: USB port
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For on-premises phones, check that Connect e-hook headset is selected in .
Conference Feature Issues on Your Cisco Headset 560 Series
Problem
Your headset or base doesn't enter conferencing mode when you try to add a guest headset.
Solution
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Check each headset's firmware to make sure that they have headset Firmware Release 1.5(1) or later. Any headset that tries to start or join conferencing mode must have Firmware Release 1.5(1) or later.
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Check with your administrator to make sure that conferencing mode is enabled.
Problems with Your Bluetooth Connection
The Cisco Headset 560 Series Multibase enables you to connect a call device through Bluetooth.
Bluetooth Does Not Turn On
Problem
Bluetooth doen't turn on when you press the Bluetooth button on the back of your multibase.
Solution
Contact your headset administrator to see if Bluetooth functionality has been disabled remotely.
Bluetooth LED Pulses White
Problem
The Bluetooth LED pulses white.
Solution
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Check that Bluetooth is activated on your desired call device.
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If you have already paired your device, make sure that you select Cisco Headset XXX from the Bluetooth menu and attempt to reconnect.
Note
The Multibase appears on your desired call device as Cisco Headset followed by the last three digits of the base serial number. Your base serial number can be found on the underside of your base.
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Put the base in pairing mode and pair the call device to the base. To put your base in pairing mode, press the Bluetooth button on the back of the base twice.
There is No Audio With Bluetooth Turned On
Problem
The Bluetooth LED shows solid white but you cannot hear any audio.
Solution
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Make sure the audio on your intended call device is turned up.
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Make sure that the Mobile
source is selected on the base. The source LED shows solid white when it is selected.
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Try re-pairing the multibase to your call device. Press and hold the Bluetooth button at the back of the base for four seconds. Press the Bluetooth button twice to put the base into pairing mode and select Cisco Headset from your call device settings menu.
Wireless Battery Issues
Headset Doesn't Charge
Problem
Your Cisco Headset 560 Series doesn't charge when placed on the base.
Solution
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Make sure that your headset is properly seated on the base. When the headset is properly seated, the LED shows solid white. When charging, the LEDs on the base light up in sequence from left to right. When the headset is fully charged, all five battery indicator LEDs show solid white.
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Check that your base is plugged into a reliable power source.
Headset Does Not Hold a Charge
Problem
The wireless headset is not holding a full charge.
Solution
Your Cisco Headset 560 Series is designed to hold its charge for up to 8 hours of continuous use. If your headset battery seems weak or defective, contact your IT department.
Report Headset Issues Through Your Cisco IP Phone
You can use the Cisco Collaboration Problem Report Tool (PRT) to collect and send phone logs, and to report problems to your administrator. The PRT also logs information about your headset. If you see a message that the PRT upload has failed, the problem report is saved on the phone and you should alert your administrator.
Procedure
Step 1 |
Press Applications |
Step 2 |
Select . |
Step 3 |
Enter the date and time that you experienced the problem in the Date of problem and Time of problem fields. |
Step 4 |
Select Problem description. |
Step 5 |
Select a description from the displayed list, then press Submit. |
Report Headset Issues Through Your Multiplatform Phone
You can use the Problem Reporting Tool (PRT) to collect and send phone logs, and to report problems to your administrator. The PRT also logs information about your headset. If you see a message that the PRT upload has failed, the problem report is saved on the phone and you should alert your administrator.
Procedure
Step 1 |
Press Applications |
Step 2 |
Select . |
Step 3 |
Enter the date and time that you experienced the problem in the Date of problem field. The current date appears in this field by default. |
Step 4 |
Enter the time that you experienced the problem in the Time of problem field. The current time appears in this field by default. |
Step 5 |
Select Problem description. |
Step 6 |
Select a description from the displayed list. |
Step 7 |
Press Submit. |
Report Issues in Cisco Jabber
Procedure
Step 1 |
In Cisco Jabber, click the gear icon |
Step 2 |
In the window, select the area of the problem you had and describe the problem in as much detail as you can. |
Step 3 |
Include any relevant files or screen shots that may be useful. |
Step 4 |
Click Send. |
Report Headset Issues Through Your Cisco Webex Desk Series
Procedure
Step 1 |
Tap the device name in the upper left corner of your device and select the Settings application. |
Step 2 |
Select Issues and diagnostics. |
Step 3 |
Press Send logs. |