Troubleshoot and maintain your Cisco Headset 500 Series in webex

Here are some suggestions for troubleshooting and maintaining your headset.

Troubleshoot your Cisco Headset 500 Series

Depending on your situation, you may encounter issues such as:

• There is no communication between your headset and the device you selected for your call.

• Unfortunately, your headphones don’t have good sound quality.

• Using a headset microphone will not allow you to be understood.

A system administrator can help you troubleshoot problems if you are experiencing them.

What to do first

To resolve Cisco Headset 500 Series problems, try these steps first.

• Cisco Headset Series 520 or Cisco Headset Series 530:

  • Your headset needs to be unplugged and replugged

• You can use the Cisco Headset 560 series by following these steps:

  • Plug your headset back into its power source after unplugging the base.

  • The wireless headset should be restarted. Put your headset in the cradle on the base by pressing and holding for four seconds.

  • Make sure the headset base is connected to your call device. The cords should be properly connected to the computer and the device should be turned on.

• Make sure that your headset is detected in the device settings on your device.

  • If you are connected to Cisco Unified Communications Manager and you have a Cisco IP phone connected to it, click the Applications tab and then select Accessories.

  • You can select Accessories from the status menu on the Cisco IP phone if it is running Multiplatform Phone Firmware.

  • On a Webex Desk Series: In the upper right corner of the screen, there is an option to select audio devices from the list of available audio devices.

  • On Cisco Jabber: Then select the Audio option from the Menu.

  • On Webex: Choose the setting for audio under that photo and then select Cisco Headset the next time you select the profile picture.

  • On Webex Meetings: Then, click on the Audio tab and select Computer Audio Settings.

• In order to determine whether the issue is related to your wireless headset or to your device, you should test a different headset with your device.

• Ensure that your headset software as well as the firmware version of your Cisco IP phone is up-to-date before using your headset with a Cisco IP phone.

• Close any other soft client programs that you have open on your Mac or Windows device while using your headset with Jabber or Webex.

Problems With Your Headset Audio

You hear garbled or inconsistent sound in your Cisco Headset 520 or 530 Series

Problem

In the event that you have a Cisco Headset 520 or 530 Series on your head, the sound may be coming through, but it may be inconsistent or filled with static.

Solution

• The headset should be unplugged from the source of the call. Connect the headset again and make sure that it is working properly.

• Make sure that your call source is connected to the Internet.

You hear garbled or inconsistent sound in your Cisco Headset 560 Series

Problem

In the Cisco Headset 560 Series, you hear sound; however, it is inconsistent or filled with static.

Solution

• To determine if you have a problem with your headset or if you have a problem with your device, you need to test your call device.

  • When you are using a call device with a headset or an audio source, try trying something different.

  • In order to make a call on your Cisco IP phone, you will need to use the handset.

• If you determine that poor audio quality is due to your headset, then try these steps to resolve the problem.

  • Please make sure that both your headset and your call device have the most recent firmware versions installed.

  • The headset cables need to be unplugged and then plugged back in again.

  • It will take you four seconds to turn off the headset if you hold down the Call button for four seconds. In order to pair the headset with the base, you need to place the headset on the base.

  • Please make sure that your Digital Enhanced Cordless Telecommunications (DECT) base does not receive interference from other wireless sources of DECT. When placing your headset base on another Cisco headset base, ensure that you are at least 3 feet (1 meter) away from it. This will ensure the best quality in the call.

  • You should not let your headset stray too far from its base so that it cannot receive audio input.

You can’t hear sound through your Cisco Headset 520 or 530 Series

Problem

If you have a Cisco Headset 520 Series or Cisco Headset 530 Series, there is very little or no sound coming out of it.

Solution

• Ensure that your headset’s volume is set to the correct level. In order to adjust the sound level on your wireless headset or inline controller, use the volume controls on the device.

• If your device does not have a Cisco Headset setting set, you may need to make sure it has the Cisco Headset setting.

  • Press the Applications tab on a Cisco IP phone that is connected with Cisco Unified Communications Manager, then select Accessories from the list.

  • On a Cisco IP phone with Multiplatform Phone firmware: Choose Status > Accessories from the Applications menu by pressing the Applications button.

  • On Cisco Jabber: Then select the Audio option from the Menu.

  • In Webex: Choose the setting for audio under that photo and then select Cisco Headset the next time you select the profile picture.

  • In Webex Meetings: Choose Cisco Headset from the drop-down list of audio connections in the Select Audio Connection window.

• All other soft clients that are connected to your phone should be closed.

You can’t hear sound through your Cisco Headset 560 Series

Problem

It appears that the Cisco Headset 560 Series is not producing much or no sound.

Solution

• Make sure that your headset’s volume level is set correctly.

• Your device should be configured with Cisco Headset as the audio output device on the audio settings page.

  • The Cisco IP phone that is connected to Cisco Unified Communication Manager should be selected under Applications.

  • Multiplatform firmware for Cisco IP phones: Select Accessories from the Status menu in Applications.

  • On Cisco Jabber: You can access audio options by clicking the Menu > Options menu.

  • You can select Cisco Headset from Settings > Audio in Webex by clicking on your profile picture.

  • Meetings held via Webex: Make sure that Cisco Headset is selected from the list of Select Audio Connections.

• Connect the headset base to a power source to ensure the headset is powered. If the headset is not connected to its base, it cannot function.

• All other soft clients for calling should be closed.

• The wireless headset should be paired with the headset’s base before you begin to use it. Pair the headset to the base by placing it inside the base and putting it into the headset. If the headset does not appear to be properly seated, it needs to be adjusted. A headset and base will automatically sync when they are joined together.

• It is important that you make sure that the headset base and the phone you wish to use are properly connected.

• Make sure that the source of your desired call is selected on your headset if you are using a multibase.

• Ensure that your wireless headset’s battery level is at the proper level.

Other people can’t hear you on your Cisco Headset 520 or 530 Series

Problem

Having a Cisco Headset 520 or 530 Series does not permit you to be heard by other users in the conversation.

Solution

• The microphone on your computer should not be muted, so make sure that it is not. If you wish to mute or unmute your microphone, you can use your controller’s Mute button. On the inline controller, Mute indicates when you have been muted on a call. The LED on your base will show solid red when you’ve been muted.

• Make sure that you have lowered the microphone boom so that it is more comfortable to use. It is recommended that you place the headset microphone no farther than one inch (2.5 cm) from your mouth in order to get the best possible sound.

• Ensure that you have properly plugged your headset into the device you prefer to use for making calls.

• Make sure that your headset is detected by the call device you wish to use.

Other people can’t hear you on your Cisco Headset 560 Series

Problem

The Cisco Headset 560 Series is not able to hear you when you are using it.

Solution

• The microphone on your computer should not be muted, so make sure that it is not. To mute or unmute your microphone, you will need to press the Mute button on your wireless headset. If your phone is muted, there will be a solid red LED on the base that will indicate that you are muted on a call.

• Make sure that you have lowered the microphone boom so that it is more comfortable to use. It is recommended to place the headset microphone as close as possible to your mouth (ideally no more than a quarter inch away).

• Be sure that your base is correctly plugged into the device that you prefer to use for your calls. Make sure that there is a secure connection between the base and the Internet.

• Please keep the headset close to the base of your computer and do not move it too far from it.

• Your headset must be detected by the device you wish to use for calling.

• Be aware of potentially interfering sources of radio signals, such as DECT, Wi-Fi, and Bluetooth® devices, while setting up your base station.

Your headset doesn’t alert you to incoming calls on a Cisco IP phone

Problem

An incoming call does not trigger a tone on your Cisco Headset 500 Series.

Solution

As you probably already know, the Cisco Headset 500 Series is restricted by this limitation if you have firmware release 1.0(2) or older. Make sure that you have the latest headset firmware installed on your headset.

Your headset and base won’t pair

Problem

It appears that your headset is sitting on the wireless base, but it has not been paired to it yet. An LED indicator on the base of the headset flashes rapidly while an LED indicator on the headset flashes slowly. For the headset to pair with the base, no more than 10 to 12 seconds should be required.

Solution

The headset should be powered off and on again.

1. In order for the headset to be turned off by pressing and holding the Call button for four seconds, you need to remove the headset from the base first.

2. Ensure that the headset is seated back onto the base of the device. There is an automatic turn on of the headset and pairing of the headset base when it is turned on.

   There is a possibility that the headset will begin updating itself if it does not have the most recent software loaded.

Base with Y-cable doesn’t work with your Cisco Headset 560 Series

Problem

If you connect a Cisco Headset 560 Series to an IP phone with the Y-cable, you will not be able to use standard base or multibase.

Solution

• The Y-cable connectors should be connected to the appropriate ports on the phone by making sure they are plugged in.

  • Phone: AUX port and headset port

  • Base: USB port

• Check to make sure you have the Connect e-hook headset selected in the Communications > Admin settings > Aux port section of your phone when using an on-premises phone.

Conference feature issues on your Cisco Headset 560 Series

Problem

When you try to add a guest headset to your headset or base, the headset or base does not enter conferencing mode.

Solution

• In order to ensure that all headsets have firmware version 1.5(1) or later, check the headset firmware on each headset. There must be firmware release 1.5(1) or a later firmware version on any headset that attempts to start or join a conference mode.

• Ensure that the conferencing mode has been enabled by your administrator before using it.

Problems with your Bluetooth connection

In order to connect a call device via Bluetooth®, you can use the Cisco Headset 560 Series Multibase.

Bluetooth doesn’t turn on

Problem

The Bluetooth® button on the back of the multibase does not turn on when you press it, even when you press it repeatedly.

Solution

If you are not sure if the Bluetooth functionality of a headset is disabled remotely, you should contact the headset administrator.

Bluetooth LED pulses white

Problem

It is a white LED that pulses when Bluetooth® is connected.

Solution

• Make sure that your desired device for making a call has Bluetooth enabled.

• Please make sure that you select Cisco Headset XXX from the Bluetooth menu and try once again to connect your device if you have already paired your device.

  Using Cisco Headset, and then the last three digits of the base serial number, you can identify the multibase on your desired call device. On the bottom of your base, you’ll find your serial number.

• Pair the call device with the base by putting the base in pairing mode. When the Bluetooth button on the back of your base is pressed twice, it will place the base in pairing mode.

There is no audio with Bluetooth turned on

Problem

You cannot hear any audio from the Bluetooth® LED, which is solid white.

Solution

• Ensure that the audio on the device you intend to use is turned up.

• In the base, be sure to select the Mobile source. When the source LED is selected, it shows a solid white color.

• If you are having trouble pairing your multibase with your call device, try re-pairing it. In order to connect to Bluetooth on the base, you need to press and hold the Bluetooth button for four seconds. The best way to pair the Cisco Headset with the base is to press the Bluetooth button twice and then select the Cisco Headset from the call device settings menu.

Cisco Headset 560 Series battery issues

Headset doesn’t charge

Problem

When you put the Cisco Headset 560 Series on the base, it does not charge.

Solution

• If you are using a headset, be sure that you have seated it properly on the base. The LED will display solid white when the headset has been properly seated. A sequence of LEDs lights up from left to right on the base when it is charging in a sequential manner. A full charge is indicated by the presence of five solid white LEDs on the headset’s battery indicator.

• Be sure to plug your base into a source of power that is reliable before using it.

Headset doesn’t hold a charge

Problem

There is a problem with the battery life of the wireless headset.

Solution

The Cisco Headset 560 Series headsets are designed to maintain a full charge for a period of at least eight hours when they are continuously used. It is important to contact your IT department if you suspect that the battery in your headset is weak or defective.

Report headset issues through your Cisco IP phone

To collect and send phone logs from your Cisco Collaboration system, as well as to report issues to your administrator, you can use the Cisco Collaboration Problem Report Tool (PRT). There is also information stored within the PRT regarding the headset you are using. You should alert your administrator if you notice a message that explains that the PRT upload failed and that a problem report was saved on the phone.

1. We are accepting applications for press.
2. You will be able to report a problem by clicking on Phone information.
3. The Date of the problem and Time of the problem fields require you to specify the date and time at which the problem occurred.
4. The description of the problem should be selected.
5. In the list of descriptions displayed, select the one you wish to describe, and click Submit.

Report headset issues through your multiplatform phone

The Problem Reporting Tool (PRT) allows you to report problems to your administrator by collecting and sending phone logs, and to collect and send phone logs. There is also information logged in the PRT regarding the headset that you are using. As soon as you see a message stating that the PRT upload has failed, you should alert your administrator so that they can look up the problem report.

1. We are accepting applications for press.
2. Then select Status > Report a problem from the menu.
3. Using the Date and Time field, please enter the date and time on which you experienced the problem. There is a default value for this field in the form of the current date.
4. In the Time of problem field, please enter the date and time at which the problem occurred. There is a default setting in this field that displays the current time.
5. The description of the problem should be selected.
6. Choose one of the descriptions displayed in the list and click on it.
7. Click on the Submit button.

Report issues in Cisco Jabber

Our engineers will be able to provide more detailed audio information if you send them call logs associated with the headset issues with Cisco Jabber, which will give them more information about the issue.

1. Click on the gear icon in Cisco Jabber and select Help > Report a Problem from the drop down menu.
2. Describe the problem that you had in as much detail as you can in the window by selecting the area of the problem you had.
3. Feel free to attach any relevant documents or screen shots that might be helpful to you.
4. Send the message by clicking the Send button.

Report headset issues through your Webex Desk Series

Your Webex Desk Series device administrator can be notified of any device logs you send. In addition to device logs, your headset’s information is also included in device logs.

1. You will be able to access the Settings application on your device by tapping the device name in the upper left corner of the device.
2. In the Issues and Diagnostics section, select the problem you are experiencing.
3. To send the logs, press the Send logs button.

Maintain your Cisco Headset 500 Series

In many cases, headset-related problems are related to the fact that the firmware on the headset is out of date. On any Cisco IP phone with a Cisco Jabber client or all Cisco IP phones that support the Cisco Jabber protocol, you can check and update the headset firmware.

Update your Cisco headset firmware with a Cisco IP phone

Any Cisco IP phone that is compatible with headset software can be updated. On your phone’s screen, you will be able to see progress as the headset firmware upgrade is being installed.

A sequence of blinking LEDs occurs during the process of updating the Cisco Headset 560 Series base during the process. The LEDs go back to their idle state after the software upgrade has been completed successfully.

The Cisco IP phone should be connected to the headset.

Cisco Headset 730 can only be upgraded through the USB cable when the IP phone is connected to the computer.

Observe whether the headset automatically updates when the phone is restarted. If it does not, restart the phone. If you restart your phone, it will download the headset version and upload it to your headset when it downloads the latest version from the phone.

Update your headset firmware on Cisco Jabber

If you run Cisco Jabber version 12.5 or later on your computer, you will be able to update your headset software. If a new firmware release becomes available, Jabber automatically starts the process of updating the device.

The headset update progress is displayed in Jabber version 12.9 or later.

While the Cisco Headset 560 Series base was being upgraded, the LEDs on the base of the headset flashed sequentially from left to right. The LEDs are returned to their idle state after the software upgrade has been successfully completed.

1. You can connect your headset to the computer running Cisco Jabber by connecting it via USB cable.
2. The instructions will appear on the screen if you follow them.

Webex App Upgrade your Cisco headset to the latest release

In order to support Cisco headset firmware upgrades, the Webex App must be updated to the latest version. You will be notified if there is a new firmware version available for your headset as soon as you connect it to the Webex App and it checks the firmware version. You will be notified when the upgrade has been completed by the app after the upgrade has been completed. If another Cisco client is already updating your headset, the app will not start the upgrade process.

In Cisco Unified Communications Manager (Unified CM), it is possible for the administrators to limit the number of headset upgrades that can be performed from a specific source within Unified CM. The Webex app may not be able to upgrade your headset if you have not contacted your administrator about the issue.

It is highly recommended to refer to the Cisco Headset 500 Series Release Notes for the most recent information about this headset series.

Here is the latest release information for Cisco Headset 700 Series headsets. You can find the release notes for Cisco Headset 700 Series headsets here.

1. Open the Webex app on your computer.
2. Using the USB cable that is included with your headset, you can connect it to your computer.
3. Please click the Update button. Your upgrade progress is shown in the window.

Upgrade your headset on Cisco Accessory Hub

On the Cisco Accessory Hub, you can upgrade the Cisco Headset 500 Series, the Cisco Headset 730, or the Cisco Headset USB HD Adapter if you have an older model. Your web browser can be used to upgrade your headset firmware, which enables you to check the firmware when it needs to be updated. It automatically detects which headset model you are using and what firmware version you are currently running. Whenever there is a newer firmware version available for the headset, you have the option of upgrading your headset.

The older firmware version can also be uploaded from your computer’s desktop if it is an older version. From the Cisco Software Download page, you can download the zipped firmware files (in .ptc format) and then extract them. There is a matching headset model for every .ptc file, based on the name of the file. Here is a table that can be used as a guide:

Table 1. Headset firmware files

Term	Headset model
ddp	Series 520 and 530 of Cisco Headsets There is a limit to how many firmware versions you can upgrade, including firmware versions 2.3(1) and later. Cisco Accessory Hub will be unable to detect your headset after you downgrade your firmware to the older version after you downgrade to 2.3(1).
md	Cisco Headset 560 Series
sunkist	Cisco Headset 730
dongle	Cisco Headset 730 USB Adapter

Before you begin

If you wish to use this feature, you will need a version of Google Chrome that is version 92 or later.

The headset or USB adapter needs to be connected to your computer through a USB port.

Go to the Cisco Accessory Hub in Google Chrome by clicking on the link below.

During the pop-up window, you will be able to select your headset by clicking Next.

There are a few things you can do:

• The cloud will provide you with the latest firmware version.

• Your PC desktop can be used to upload a firmware version that is older than the current one.

To begin the upgrade process, click the Start Upgrade button.

Check your headset firmware on on-premises phones

Any Cisco IP phone that supports headsets can be used to check the headset software.

1. We are accepting applications for the press.
2. Make sure you select the Accessories option.
3. Press the Show details button on the Cisco Headset once it has been highlighted.

Check your headset firmware on multiplatform phones

Any Cisco IP phone that supports headsets can be used to check the headset software.

1. Please use the following application form.
2. In the Status menu, select Accessories.
3. Press the Show details button on the Cisco Headset once it has been highlighted.

Check your headset firmware on Cisco Jabber

In Cisco Jabber version 12.8 or later, you will be able to check the firmware of your Cisco headset.

1. Using Cisco Jabber, you can select Settings > Audio from the gear icon by clicking on the gear icon.
2. To change the advanced settings of your speaker, click on the Advanced Settings slider.

There is a window at the top of your window that shows the model and serial number of your headset, as well as its current firmware version.

Locate your headset serial number

There are two places where you can find your serial number for Cisco Headset 500 Series:

• Your headset should be shipped in a box with the following information on the outside.

• This is located beneath the inline controller found on routers such as Cisco Headset 520 Series and Cisco Headset 530 Series. It is possible to see the serial number of the headset by scanning the QR code.

• Cisco’s Headset 560 Series has a standard base or multi-base on the bottom of the headset.

• Using an IP phone connected to a Cisco router.

  The Cisco IP phone has a feature that allows you to find your headset’s serial number.

Find your headset serial number on a Cisco IP phone

In any Cisco IP phone, you will be able to find the serial number of your headset.

1. Please use the following application form.
2. Click on the Accessories tab.
3. Press the Show details button on the Cisco Headset once it has been highlighted.

Clean your Cisco Headset 500 Series

The ear pads of your headset, the microphone and the headset base should all be gently wiped down using a dry soft cloth to ensure that they are cleaned. The headset should not be directly contacted by any liquids or powders. There is a risk that liquids and powders can damage the components of a headset, causing it to fail, or voiding its warranty as with all non-weatherproof electronics.

Replace your Cisco Headset 500 Series ear pads

There are many factors that affect how well your headset performs, and one of those factors is its ear pads. As well as providing comfort and grip, they also enhance sound quality. In time, you may notice that your ear pads are wearing out, but you don’t have to worry about that because they are easy to replace.

Unlike Cisco Headset 520 Series and Cisco Headset 530 Series, the ear pads for Cisco Headset 560 Series are not compatible with the ear pads of those headsets.

• The old ear pad should be rotated in the opposite direction to the new one.

• Remove the old earpad from the speaker by pulling it away from it.

• Place the new ear pad against the speaker and push it in.

• It is recommended that you rotate the new earpad clockwise.