No sound on Yealink wh62

[fablet]

Hello to all,

I recently encountered a problem with one of my clients, who work with Yealink wh62 headsets on the 3cx softphone application. Randomly, the sound does not come out on the headset but the microphone continues to work (whether for internal or external calls). If the source of the sound output changes (e.g. output on speakers) the sound works but not on the headset. My clients are in Windows 11, connected to USB, version 104.431.0.30 (the latest), on a 3CX hosted cloud installation without SBC because there are only softphones. The firewall test is good

Have you ever had this problem? Thank you very much

 

[Alphabetic]

Are you able to replicate with another browser?

 

[fablet]

Are you able to replicate with another browser?

Thanks for your feedback, no matter what browser you use, the sound doesn't work.

 

[Alphabetic]

What antivirus are you using?

How long have the headsets been in play?

has it been like this since day 1?

are all users affected?

Are you able to use plug-in headphones and test?

Can you play music from youtube when this happens?

can you use the Yealink USB tool to check headsets are up to date.

if this problem persists then you'll need to raise a ticket with Yealink.

 

[fablet]

What antivirus are you using?

How long have the headsets been in play?

has it been like this since day 1?

are all users affected?

Are you able to use plug-in headphones and test?

Can you play music from youtube when this happens?

can you use the Yealink USB tool to check headsets are up to date.

if this problem persists then you'll need to raise a ticket with Yealink.

- Bitdefender
- 2 months
- yep
- only 2 users (the two users in widnows 11)
- I'd have to test
- The sound does not work in general, so nop
- Yep the helmet is up to date
- a ticket is already created

I think the problem comes from Windows 11. I made a ticket to Yealink this morning and I'm waiting for their feedback. The purpose of this ticket was to know if you have already encountered this problem or small tips on win 11 to debug;

Thanks for your help

 

[kinetix]

Recently I ran into the same thing. If your is acting the same, you can listen closely and realize the sound actually is working, but it is so faith, you can hardly hear it. This seems to be an issue on the phone, as well as the Web Client. I am on the current Firmware. I am wondering if there is an issue with the current firmware. I have tried to factory reset without success. This is the 2nd time is has occurred. The first time, it was "broken" for a few days and I did NOTHING to "fix it" and it worked for about 10 days....it "broke" again yesterday - I have no resolution yet - Yealink has not had much to say about it either

 

[fablet]

Recently I ran into the same thing. If your is acting the same, you can listen closely and realize the sound actually is working, but it is so faith, you can hardly hear it. This seems to be an issue on the phone, as well as the Web Client. I am on the current Firmware. I am wondering if there is an issue with the current firmware. I have tried to factory reset without success. This is the 2nd time is has occurred. The first time, it was "broken" for a few days and I did NOTHING to "fix it" and it worked for about 10 days....it "broke" again yesterday - I have no resolution yet - Yealink has not had much to say about it either

yup i have the exact same problem. i noticed that unplugging/plugging it fixes the problem but temporarily. I don't know where the problem comes from, Yealink didn't give me any answer...

 

[TonyLoftus]

I've just plugged in a brand new WH62 headset, not sure what the original firmware was, but after installing the Yealink USB Connect software, I was prompted to upgrade to
Firmware: 104.431.0.30
Hardware Version: 104.0.16.0.0.0.0

3CX On Premise Hosted, Linux based and running v18 Update 3

Using the Desktop app I can hear the tones when I dial digits. But when I've place a call, I can't hear them, they can't hear me. I can hear the ringing tone fine. But once the call is connected, thats when the issue starts.

The v16 Windows client works fine though. I don't have the problem in the Browser web client either. I was looking to see if anyone had recently described the same issue, this looks to be as close as I'll get. If anyone is aware of a fix or setting change, please let me know Otherwise I might have to get the client to use the v16 client for now.

Restarted PC
Restarted the desktop app client
Firewall test is good

Fixed by restarting 3CX services. I'd gone to all the trouble of typing this post and then realised I hadn't restarted 3cx services. Since doing that, no problem! Am posting this anyway in case someone has a similar problem and doesn't think of the obvious either