Troubleshooting USB headsets
Below you can find common troubleshooting steps for our USB headsets.
1. Check if the cable is fully plugged into the left ear cup, as sometimes the cable is not entirely in the connector, this way we ensure long-term stability and prevent any loose-contacts.
2. Please check if the volume wheel on your right ear cup is turned all the way up.
3. Have you followed the user guide for the Surround Dongle? If not, you can download the user guide here: https://en-us.sennheiser.com/gaming-downloads
It is important to use the correct settings, as seen in the user guide, otherwise, several functions may not work as intended.
4. Have you tried the Surround Dongle on other USB Ports? Please note that USB 2.0 ports may also be used.
5. We don't support the use of third-party devices with our gaming devices, as they can interfere with communication between our gaming headset and a computer.
Unsupported third-party devices include:
- KVM switch boxes
- Port replicators
- Docking stations
- USB hubs
NOTE: The manufacturers of these third-party devices implement headset support in different ways. There is currently no industry standard.
6. Please try out the headset on a different PC/laptop to see if the problem is related to the headset or the device. We do not shy away from concluding that the headset or cable might be defective, but in case the source of the issue might be your PC, a warranty swap will not solve the issue, and will create a delay in order to resolve said issue, as you will have to wait for a replacement product which could encounter the same exact problems.
7. Do you have any other audio software installed? If so, please uninstall as these might interfere with the audio.
8. Please try to completely remove the surround dongle from your device manager and re-install it. Therefore:
A. Use the CleanSweep tool, which you can download here: http://www.sennheiser.com/global-downloads/file/8600/Cleaner.zip
B. Find the guide to use CleanSweep tool in the Cleaner.zip file.