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Important Information on Troubleshooting Headsets

Plantronics DECT SupraPlus

Headset not working? Don't know what to do? Do you understand what you need to know when troubleshooting headsets? Read these tips. If, after trying these solutions, you still can't get your headset to work, call your supplier or better still contact me.

Wireless Headsets

The most frequent problem with wireless headsets is "loss of pairing". This happens when the headset stops talking to its base. From our experience, this only happens infrequently (mainly when the base cradle loses power while the headset is not in it's cradle). But, when it does, you lose all use of your headset - this is very disconcerting. DONT PANIC. The fix is very easy. You simply ensure that the headset is charged and undertake a process that re-establishes the pairing (i.e. connectivity).

The pairing procedure is different for each headset model. However, courtesy of AAAHeadsets, Pairing Documents for various headsets are below.

Pairing Documents

To restore your headset pairing, download the correct PDF file for your headset and follow the instructions:

Plantronics CS60 Wireless Headsets
GN Netcom GN9120 Wireless Headsets

Troubleshooting Your GN9120

Your GN9120 wireless headset is designed to provide years of reliable service. However, there are a few things that you can do to help make sure that it does:

Are you having battery charging problems? One frequent cause of your GN9120 battery going flat too early (it "beeps" when the battery is getting flat) is failing to turn the headset off when it is on the base. GN9120 Indicators GN 9120 Indicators Check that the top green light (i.e. Link-up Indicator" or No. 2 on the diagram right) is not showing when your headset is plugged into the base. If it is, press the Multifunction button (the middle button) on your headset so that this light goes out. If you try to charge the headset while it is "talking" to the base, the battery does not charge quickly (or at all) as the headset is still using power.

Avoid allowing your battery to become completely discharged. Charge it whenever your headset is not in use. No. 4 above shows the headset charge indicator. When it is flashing your battery is charging. When it is solid the battery is fully charged. Your battery cannot be overcharged, so it is ok to leave the headset in the base whenever you are not using it. The battery, along with your headset, has a two year warranty. If you notice a significant decrease in the maximum talk-time, the battery may be replaced with a GN approved battery. The battery is found in the earpiece.

If the earcushion or earplate become damaged or dirty they may be replaced or cleaned. To clean, remove these items from your headset and wash with warm water or water and a small amount of liquid soap.

If your headset becomes damaged, it can be replaced without also replacing the base. Simply purchase a new headset from your supplier.

Bluetooth Headsets

The most frequent problem with bluetooth headsets is "loss of pairing". This occurs when the headset stops talking to the base cradle. From our experience, this only happens infrequently (mainly when the base cradle loses power while the headset is not in its cradle). But, when it does, you lose all use of your headset - this is very disconcerting. DONT PANIC. The fix is very easy. You simply ensure that the headset is charged and undertake a process that re-establishes the pairing (i.e. connectivity).

The pairing procedure is different for each headset model. However, courtesy of AAAHeadsets, Pairing Documents for various headsets are below.

Pairing Documents

To restore your headset pairing, download the correct PDF file for your headset and follow the instructions:

GN6210 Bluetooth Headsets
Voyager L510 Bluetooth Headsets

Wired Headsets

Even with the best designed products and the most careful handling, sometimes things go wrong. This troubleshooting guide has been designed to help you quickly and easily solve some of the most common headset questions and problems that you may encounter. This guide has been generously provided by Siemens Australia.

  1. The most common problem found with ALL brands of headsets is a blocked microphone.

    For some reason, many users seem to forget that they are wearing a headset. Then when eating, food gets stuck on the end of the voice tube or boom and they wonder why they can no longer be heard.

    If your headset has a blocked voice tube, you can SOMETIMES remove the cake by simply soaking the voice tube in warm water (after taking it off your headset of course). DO NOT try to pick it off with a pin - you will simply compact the protective micromesh that is in the end of the voice tube and you WILL have to replace it. Some headsets with microphone booms allow you to GENTLY remove the end using a fine knife - the blocked hole can then be cleaned with a pin and washed. Always ensure that any component is dry before replacing it on your headset.

  2. If your headset connects to your telephone via an amplifier, another common problem is flat batteries. Most amplifiers produce soft beeps in your ear as the batteries are going flat. Do NOT ignore this warning, a frequent problem that I see with amplifiers is corrosion damage due to leaking flat batteries - this often means buying a new amplifier. Always replace the batteries with good quality alkaline ones. Good quality batteries should last between 3 and 6 months depending upon the amplifier brand and your usage.

  3. If your RJ11 connector (the little plastic "block" that clips into your telephone or amplifier) breaks, it can easily be replaced. You do not need to throw your cord away - many companies will try to sell you a new cord. If you manage a call centre a good investment is an RJ "crusher" tool and a supply of RJ modular units.