Basic troubleshooting on Yealink DECT Headsets

General

DECT Headsets can be looked at as a mixture between Wired and Bluetooth Headsets, since they:

• Require a cable between their Base and the PC/Phone
• Use a Cordless connection between 'PC/Phone' and the Headset itself.

Therefore, troubleshooting is a mixture out of these 2 other headset solutions.

However, since DECT is offering greater stability and a bigger range on the Cordless connection, Audio issues based on distance between Base and Headset, and possible obstructions are not often causes for issues.

Yealink DECT Headsets

Yealink offers 4 DECT headsets that can be segmented into 2 groups:

Basic

• WH62 
• WH63

Advanced

• WH66
• WH67

What is the difference?

The differences are minor, still there are some when it comes to troubleshooting.

We look at this difference at the very bottom of this page.

Possible issues 

Using DECT devices the following issues can occur:

• No Audio
• One-way Audio
• Headset not connected

Causes for the above can be:

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.

Connectors

Besides the Power plug WH6x only use USB cables.

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.

Check also with a different Phone or PC

Audio Settings

The Audio settings on a PC can be found under:

Click on the Windows Icon 

Then type in straight away:

Audio

Windows will offer you 'Sound settings' - click on open:

Inside the Sound settings ensure your Headset is listed as default Output and Input device:

USB Headset & IP Phone

If the Headset is used in combination with an IP Phone, please ensure the following:

Before the Headset is added:

Once the Bluetooth dongle is added to the Phone:

Differences on WH62/63

There are 2 specialties on the WH62/63. The first is that they can be used on a PC and IP phone at the same time. 

Due to this they have 2 Micro USB ports on the bottom. 

As can be seen on the previous picture one of the 2 USB ports is labelled with PC. The cable plugged in there is only meant to go to a PC, while the other USB port is meant to be connected with the phone.

Ensure the Ports are connected to the matching device.

Power Plug:

The other one is that WH62/63 also feature a bit of a difficulty adding the power plug.

Under normal circumstances people tend to hesitate to press further once they reach a pressure point.

However, with the WH62/63 this is different. Once the pressure point is reached with the Power Plug, one has to push further, else the plug is not fully in and unable to make proper contact with the Base.

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 [email protected] 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 [email protected] with a detailed fault description, Headset model used and  troubleshooting steps already performed.