Article ID : 00269907 / Last Modified : 05/11/2021

While on a phone call I cannot hear the other party's voice or they cannot hear mine.

    Follow these steps to troubleshoot when you cannot talk on the phone:

    1. Select your issue details:

      I cannot hear the other party's voice

      Go to step 2.
      The other party cannot hear my voice

      Go to step 3.
    2. Check the following on the connected device:

      1. Turn up the volume on the connected device.
        Note: Make sure that the speaker is not unmute on the connected device.
      2. Restart the connected device.
        Note: If the connected device is temporarily unstable, the restart may resolve the issue.
      3. Unplug your headphones from the device three times. The last time, make sure to firmly plug it in.
      The issue is resolved
      The issue may have caused by the device settings or a temporary malfunction.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.
    3. Check the following on the headphones or connected device:

      1. Restart the connected device.
        Note: If the connected device is temporarily unstable, the restart may resolve the issue.
      2. Try speaking louder as the ambient sound may prevent your voice from being heard.
      3. Unplug your headphones from the device three times. The last time, make sure to firmly plug it in.
      The issue is resolved
      The issue may be caused by a temporary malfunction of the headphones or connected device, or ambient sound.
      The issue is not resolved
      The headphones may be malfunctioning, and service may be required.

    Go to the Headphones Troubleshooting Guide