Basic troubleshooting on Wired Headsets

All Wired Headsets generally follow the same setup:

• They are connected to the IP Phone or Computer using a cable.

All that differentiates the Headsets is:

• The type of connector used to connect either to the Phone or Computer
• If they use a Quick-Link or a Microphone/Speaker control

In General it needs to be said that all Wired Headsets are prone to mainly have issues on:

• Cables
• Connectors
• Controls

Cables

Cables generally suffer from 3 issues: 

• Damage
• Pinched/Squeezed
• Pulled out

Damage:

Pinched/Squeezed:

This is the case if something heavy was lying or pressing to the cable.

The cable would not be round anymore and most likely the isolation inside the cable would be damaged, forcing the wires to short-circuit.

Pulled out:

This would be the case if on any connector, the wires can be seen at the side the cable comes out of the housing.

Internal Damage:

Another issue that can arrive through tension/pulling force on the cable can force the actual wires inside the cable to crack. This usually can't be seen from the outside, but if the cable is moved around it can be heard as static/audio drops

Connectors

Connectors on nowadays Headsets can be:

• 2.5 or 3.5mm Jack
• RJ11 plug
• USB plug
• Quick Disconnect (QD)

2.5 or 3.5mm Jack

These are the regular Headphone Jacks we know since ages, used on Walkman, Discman, iPod and so on.

They usually are connected to a 'Remote Control'.

In this combination a plug that doesn't sit snug or is only halfway plugged in will cause Audio issues like:

• No Audio
• Static

Please check the connection, if possible swap cables with a working Headset and Phone

RJ11 Plug

The RJ11 Plug is the traditional plug that goes into the Phone. It is the same type of Plug that is also used on the Curly chord.

Usually there is less use on this plug, as it is plugged into the back of the phone. 

However, also this plug can cause static or even the wires can be pulled out if there is force on the cable.

Please check the connection, if possible, swap cables with a working Headset or plug the not working Headset into a working Phone

Also, the pin that should keep the plug inside the socket can be broken, causing the plug to actually slide out of the socket.

This can be checked if the plug can be slightly moved in and out of the socked, causing the audio on an active call to be heard or not.

USB Plug

USB plugs are everywhere, also on Headsets. If your Headset model has a USB plug, check if the Headset is plugged into the Phone or PC correctly.

Unplug it and check if the contacts are visible inside the plug:

Plug it back into the Phone or PC and check if it gets recognized.

Reboot the PC or the Phone.

Check also with a different Phone or PC

Quick Disconnect

Quick Disconnect is a standardized connection used in Telecommunications to swap the plug that connects the headset with the phone within seconds.

Since these QuickDisconnect is placed along the cable it can be that the connection breaks because the plugs are separated or lose.

• If the plugs are separated this will result in No Audio 
• If the connection is loose it will result in static

Please check the connection, if possible swap cables with a working Headset and Phone

Controls

Also controls can cause issues, for example if the voulume up/down, mute or microphone buttons are not working anymore.

Ensure with an other Headset or Phone if the issue still exists.

What's next?

If one of these steps helped to fix the issue, the writer of this content is happy!

If these steps have been performed, and the issue has been identified but the issue is persisting, please send us an email to support@aatroxcommunications.com.au and line out the fault, Headset model, troubleshooting steps already performed and add a photo or video of the issue.

If no cause for the issue has been found, but the issue is persisting, please send us an email to support@aatroxcommunications.com.au with a detailed fault description, Headset model used and  troubleshooting steps already performed.