Cisco 500 Series Troubleshooting And Maintenance
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Cisco 500 Series Troubleshooting And Maintenance

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Troubleshooting and Maintenance
Troubleshoot Your Cisco Headset 500 Series
You may experience issues related to the following scenarios:
If you experience problems, your administrator can help troubleshoot the root cause of the problem.
Related Topics
What to Do First
Try these actions first if you have trouble with your Cisco Headset 500 Series.
Troubleshoot Your Cisco Headset 500 Series, on page 1
Maintain Your Cisco Headset 500 Series, on page 10
Your headset cannot communicate with your selected call device.
The sound in your headset speakers is poor.
You cannot be understood when you speak into the headset microphone.
Report Headset Issues Through Your Cisco IP
If you are using the Cisco Headset 520 Series or Cisco Headset 530 Series:
Unplug and replug your headset into your call device
If you are using the Cisco Headset 560 Series:
Unplug your headset base from its power source, wait a moment, and plug the power source back
in.
Restart your wireless headset. Press and hold
and place your headset in the cradle on the base.
Check the connection between your headset base and your call device. Make sure that all cords
are properly plugged in.
Check your device settings to see if your headset is detected.
Phone, on page 8
for 4 seconds to power your headset off
Troubleshooting and Maintenance
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Summary of Contents for Cisco 500 Series

  • Page 1 Phone, on page 8 What to Do First Try these actions first if you have trouble with your Cisco Headset 500 Series. If you are using the Cisco Headset 520 Series or Cisco Headset 530 Series: Unplug and replug your headset into your call device...

  • Page 2: Problems With Your Headset Audio

    Test a different headset with your device to determine if the problem is with your wireless headset or your device. 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.
  • Page 3 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. Make sure that you are not taking your headset too far from the base.
  • Page 4 Troubleshooting and Maintenance Other People Can't Hear You on Your Cisco Headset 520 Series or Cisco Headset 530 Series Solution Check the volume level on your headset. Ensure that the audio output on your device is set to Cisco Headset.
  • Page 5 Related Topics Cisco Headset 560 Series 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. Troubleshooting and Maintenance...

  • Page 6: Base With Y-Cable Doesn't Work

    Troubleshooting and Maintenance Your Headset and Base Won't Pair 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.

  • Page 7: Problems With Your Bluetooth Connection

    The Bluetooth LED pulses white. Solution Check that Bluetooth is activated on your desired call device. 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.

  • Page 8: Wireless Battery Issues

    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.

  • Page 9: Report Headset Issues Through Your Multiplatform Phone

    Include any relevant files or screen shots that may be useful. Step 4 Click Send. Report Headset Issues Through Your Cisco Webex Desk Series You can send device logs to your Cisco Webex Desk Series device administrator. The device logs also include information about your headset. Troubleshooting and Maintenance...

  • Page 10: Maintain Your Cisco Headset 500 Series

    During the update, the LEDs on the Cisco Headset 560 Series base blink in sequence from left to right. After the software upgrade completes successfully, the LEDs return to their idle state.
  • Page 11 Upgrade Your Headset on Cisco Accessory Hub You can upgrade your Cisco Headset 500 Series, Cisco Headset 730, or Cisco Headset USB HD Adapter on Cisco Accessory Hub. This tool enables you to upgrade and check your headset firmware through your web browser.

  • Page 12: Check Your Headset Firmware On Multiplatform Phones

    Press Applications Step 2 Select Status > Accessories. Step 3 Highlight Cisco Headset and press Show detail. Check Your Headset Firmware on Cisco Jabber You can check your Cisco headset firmware on Cisco Jabber version 12.8 or later. Troubleshooting and Maintenance...
  • Page 13 You can find your Cisco Headset 500 Series serial number in the following places. On the outside of the box your headset shipped in. Underneath the Cisco Headset 520 Series or Cisco Headset 530 Series inline controller. Scan the QR code to see the headset serial number.
  • Page 14 Troubleshooting and Maintenance Replace Your Cisco Headset 500 Series Ear Pads Note Cisco Headset 560 Series ear pads are not compatible with the Cisco Headset 520 Series and Cisco Headset 530 Series. Procedure Step 1 Rotate the old ear pad counterclockwise.

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