Yealink WH64 and WH68 Headsets Answering Calls on Mute

[TiagoC]

We have a few WH64 and WH68 Yealink DECT headsets, and since a recent update, when answering calls either on the Windows Softphone or PWA app, the call is answered, but the headset base is showing as it being muted. Trying to mute/unmute the call a few times doesn't help neither does trying to mute the headset via the mute button on the headset.

Has anyone else been experiencing this recently? Just opened a support case with Yealink.

I have switched off the 3CX headset integration however, this has not made any difference.

 

[CentrexJ]

When they call out does it also do the same thing?

Stupid question but did the user move the boom mic upwards? that mutes the headset automatically and can't unmute until it is lowered.

 

[TiagoC]

This is happening with both inbound and outbound calls.

Yes, it's certainly not the boom mic facing upwards. This is happening for several users in our office (we've been using these headsets for over a year) and now started happening for a client also with the WH68's.

Worked flawlessly until the recent week or so.

Have tried tweaking settings on the Yealink USB connect software, ensuring it's updated, we've tried factory resetting the headset, disabling headset integration on 3CX, etc....

 

[SAV.IB]

Hello,

For a customer where I have installed two WH64 headsets, I am experiencing the same issue.
I have updated the headsets, but it did not change anything.

If you find a solution, I would appreciate it.

Kind regards,
Alain

 

[AWS2P]

Hi,
I have a customer who use WH64's connected to their deskphones T54W and to their Windows PC, they have until now no problems, I did install any software from Yealink to get it working fine.

 

[pfch]

We are experiencing exactly the same issue with the Yealink WH64 headset, where it remains muted after a call.

At the moment, we do not know whether the cause is the Yealink software/firmware or 3CX, but we currently suspect that it is related to Yealink.

All integrations in 3CX have been disabled without any improvement. We also tested all available 3CX beta versions, with the same result.

We have already tried and changed all possible variations in the Yealink settings (Boom Drop, Auto Answer, etc.), unfortunately without any improvement across multiple workstations.

One thing we have not tested yet is switching to Bluetooth. However, this would not be the intended use case of this device.

Have you had any further success or gained any additional insights?

 

[TiagoC]

We have an open case with Yealink, but not getting much help (still ongoing). I will update the forum once we have further information.

 

[pfch]

We received a new firmware version from Yealink support and are currently testing it. We're still waiting for customer feedback; I'll keep you updated.

WH64 - 34.430.0.614

 

[TiagoC]

Sounds promising! Let us know how it goes. I have requested the same firmware from Yealink; however, not had a response for over 2-3 days on my case.

 

[TiagoC]

We received a new firmware version from Yealink support and are currently testing it. We're still waiting for customer feedback; I'll keep you updated.

WH64 - 34.430.0.614

Did you get any customer feedback after the FW upgrade?

 

[Justin Moors]

We've got the same issue with a customer using Yealink BH70 headsets - around 150 users all affected at one site.

Doesn't look like the firmware has been updated on these for over a year now. Has anyone else had this issue with BH70 devices?

 

[reamenone]

We're having the same problem, too. Do you know yet if the Yealink update helped?
If so, can you share the firmware?

 

[Justin Moors]

@reamenone We've had a 'tech support firmware' sent over to us from Yealink for the issue on the BH70 devices, so far it all looks good and appears to have resolved the problem.

I would advise contacting Yealink support yourself, they have been most helpful.

 

[Nicop]

Hello,
I'm experiencing the exact same problem with several clients, as well as internally within our own team.Currently, the only solution we've found is to leave the microphone down and answer calls either via the softphone or using the headset button.Have you received any feedback from Yealink regarding this issue?

 

[Justin Moors]

@Nicop - we're still trialling the support firmware, but all seems good. I recommend you contact Yealink directly as they may provide you with a similar fix until such time as a public firmware is released.

 

[Alphabetic]

I had this problem with the recently purchased WH64, I thought I was just doing something wrong

 

[Justin Moors]

@Alphabetic So did we!! I think the more people that report this issue to Yealink, the sooner we'll see a public release.

 

[Arthur.b]

Same thing here with the WH64 headsets.The problem appeared with the latest available firmware, which is 29.421.0.30 for the headset and 34.421.0.35 for the base.

We opened multiple tickets with Yealink support. They sent us a custom firmware (WH64-34.430.0.624.rom), which seems to resolve the mic problem.

Hope a definitive fix will introduce very soon !

Fingers crossed!