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Connect 3.0 - Headset Issues

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    If you experience audio problems with your headset, this can be caused by several things.

    In general, the system is designed to look at the computer's and headset's own settings.
    You should therefore always make sure you have the manufacturer's software installed on your PC and that your headset is fully up to date.

    No sound in headset

    If there is no sound from either the headset or the speakers, several things need to be checked.

    Update headset

    If the computer has detected the correct headset, missing audio may be due to the headset not being fully updated.

    You can update your headset by downloading the manufacturer's own software and, after installing it, searching for headset updates.

    If you have a Jabra headset, download the program Jabra Direct
    If you have a Poly/Plantronics headset, download the program Poly Lens

    Disable other audio devices

    Go to Control Panel -> Sound on your computer
    Under the "Playback" tab you can see all incoming audio devices

    Picture6.png

    Right-click on those that are NOT your headset and select "Disable"

    Picture8.png

    Do the same under the "Recording" tab, which shows all outgoing audio devices your PC has detected.
    Picture9.png

    Check if headset is muted

    Go to Control Panel -> Sound on your computer
    Under the "Recording" tab, right-click on your headset and select Properties



    Go to the Levels tab
    If there is a red cross over the microphone, click the icon to unmute

    Restart the USB dongle or USB connector

    Remove the USB dongle or USB cable to your headset/stand from the computer, wait a few seconds, and plug it back in.

    If this does not resolve the issue, move it to another USB port on your computer.

    Restart the headset base/stand

    Try restarting the base of your headset by unplugging the power cable.
    * If it does not receive physical power, disregard this step in the troubleshooting.

    Restart the computer

    After the above has been tried, a restart of the computer may be required.

    Swap headset with a colleague

    Try swapping your headset with a colleague to see whether the issue follows the computer or the headset.

    • If the issue follows the computer, open Teamviewer and contact us by phone on 88887777 (Press 2-1). If you don't have Teamviewer, download our version for remote support by clicking here.
    • If the issue follows the headset – proceed to the next step.

    Contact a colleague or the IT department

    Before contacting the manufacturer of your headset or raising an RMA with Dstny, we recommend checking with a colleague or your IT department to see if they can help.

    Automatic Audio Adjustment

    If you find that the audio level on your headset changes during incoming and outgoing calls, this may be due to settings in the softphone and headset.

    • Dstny Softphone

      Go to Tools -> Settings -> Advanced

    • Teams

      Go to Settings -> Devices

    • Poly / Jabra etc.

      In some types of headsets, there may also be a sensor setting. For example, if you have a Voyager Focus 2 from Poly, there is a "Wearing sensor" that must be disabled via Poly's own program Poly Lens.

    Ongoing call interrupted by incoming call

    If a Teams call/meeting is interrupted by a softphone call, or vice versa, this may be due to Call Control.

    • Teams

      Disable Call Control in Teams under Settings -> Devices. Turn off the "Device synchronization buttons" function.
      image13.png

    • ConnectMe

      Disable Call Control in ConnectMe under Settings -> Headset call control
      ConnectMe.png

    Note that you should not disable Call Control in your primary program for making/receiving calls.

    Sound coming from wrong device

    If sound is coming from the wrong audio device, check the audio settings in your softphone.

    • Dstny softphone

      Go to Tools -> Settings -> Sound
      Picture1.png
      Check that the Input Device, Output Device, and Ring Device are set to your headset.

    • ConnectMe

      Go to Settings -> Sound

    • PC settings

      Right-click the sound icon in the bottom right corner of Windows and select "Sound settings"
      Picture4.png

    Headset buttons not working

    If the physical buttons on your headset are not working, it may be because Call Control has not been activated, or is activated in multiple programs.

    • ConnectMe

      Activated/deactivated under Settings -> Headset call control

    • Teams

      Activated/deactivated in Teams settings under Devices. Turn the "Device synchronization buttons" function on/off.
      image13.png

    Remote Support

    We will always try to help you. Start Teamviewer and then contact us by phone once it is ready to connect.

    • If you don't have Teamviewer, download our version for remote support by clicking here.

    Contact details for headset manufacturers

    Poly: +45 80 88 46 10 - https://support.hp.com/dk-da/poly

    Jabra: +45 45 75 99 92 - https://www.jabra.com/da-dk/support

    Sennheiser: +45 70 26 66 33 - https://da-dk.sennheiser.com/service-support-contact

    RMA / Warranty

    If your headset is defective and was purchased through Dstny within the last year, you can complete the RMA form at https://dstny.dk/rma/

    When creating an RMA case, a replacement headset will not be sent while the defective headset is being repaired by the manufacturer.

    *Please note that an invoice number is required before an RMA case can be created.

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