Jabra 920 and Yealink EHS40 Combo - Microphone Not Working

[microedjared]

We have an issue that is affecting 3 or 4 clients that all are using the Jabra 920 and EHS40 with either a Yealink T46U or T57W. The user can hear through the earpiece but can't be heard through the mic and the interesting thing is this issue appears to only have occurred in the last couple of weeks. We have been using this configuration in our office for months previously with no issues.

Has there been a recent update to either 3cx or Yealink phones that would be causing this issue?

 

[JohnS_3CX]

Hi Jared,

Mentioning what version is the device firmware is and whether you are using custom provisioning templates could be of help in this case.

You could try to factory reset the phone and reprovision it, just make sure you start from the default position.

Keep in mind that 3CX does not control that function of the phone, so you might have to contact Yealink support directly to help you troubleshoot it. We mainly provision the account and some basic settings like ringtone and backlight, but nothing regarding peripherals or audio input/outputs like the EHS40

 

[microedjared]

Hi John,

No custom templates.

The T46U is running 108.86.0.20 the T-57W's are still running 96.86.0.20 as we have been unable to update these firmwares for some reason.

We have tried a factory reset on one of the T-57W's which came back with the same result.

If we have to contact Yealink that's fine. Just to know which direction to head next would be super helpful.

 

[JohnS_3CX]

Sure thing, in this case you have already done the basics so now it's probably time to also contact Yealink.

Check the EHS guide/manual and go through the rest of their basic troubleshooting, and in the meanwhile maybe some other forum members will pitch in too if they know anything about it.



PS: Regarding the T57W firmware, take a look at this thread. Yealink had faced an issue with it and have replied with instructions on how to help you upgrade to their latest version.