Knowledge Base

Xbox 360: The Xbox 360 Wireless Headset does not function correctly

Article ID: 927408

Article Last Modified on 10/31/2007

APPLIES TO

Microsoft Xbox 360 Wireless Headset
Microsoft XBox 360 Video Game System
Microsoft Xbox

SYMPTOMS

When you try to use the Xbox 360 Wireless Headset, you experience one or more of the following symptoms:

The wireless headset only works within a short range of the console, or you are disconnected when you use the wireless headset
The earpiece does not emit sound
You hear audio echo or noise
Other users cannot hear you
The Chat feature does not work
The battery does not charge
The battery has a short run time

CAUSE

This behavior occurs for several reasons. For more information, see the appropriate section in the "What To Try" section.

THINGS TO TRY

Short range or disconnection issues

To turn on the wireless headset, press the power button. To connect the wireless headset to your console, press the connect button on the console. Then, press and hold the connect button on the wireless headset.

Note You must press the connect buttons within 20 seconds of one another.

If you follow these steps and the wireless headset does not work, try the following methods:

The first time that you use the wireless headset, you must connect the Xbox 360 console to Xbox Live to obtain the latest Dashboard update. This update contains software that supports the wireless headset. For information about Xbox Live, visit the following Web site:

http://www.xbox.com/live
Move the wireless headset closer to the console.
Make sure that the battery has a strong charge.
Keep the console and the wireless headset at least three feet away from large metal objects such as file cabinets or refrigerators.
Remove decorations from the console and the wireless headset, and then try to connect again. Metallic decorations, stickers, or faceplates on the console or on the wireless headset can interfere with wireless headset performance.
Make sure that the front of the console is positioned in the direction of the wireless headset and away from nearby walls.
If you have four wireless controllers connected to your console, you must disconnect one of the wireless controllers before you can connect a wireless headset. To disconnect a wireless controller, press and then hold the Xbox Guide button for three seconds. Then, turn off the wireless controller. To disconnect a wired controller, unplug the cable from the console.
2.4-gigahertz (GHz) cordless phones, wireless LANs, wireless video transmitters, microwave ovens, some mobile phones or cell phones, and Bluetooth headsets can interfere with the operation of the wireless headset. Unplug the power to the other devices, and then try to connect again.

The earpiece does not emit sound

Make sure that the wireless headset is connected to the console.

Adjust the volume by using the volume controls on the wireless headset. Use the volume-up button (+) to increase the volume or the volume-down button (-) to decrease the volume.

Audio echo or noise

The microphone may detect ambient noises. This includes voice transmission that comes from the earpiece. If this is the case, other players' voices will echo back to them from your headset.

If you or other players experience audio echo or noise during gameplay, follow these steps:

Turn the volume down for your TV or stereo.
Turn the volume down for the wireless headset by using the volume controls on the wireless headset.

Other users cannot hear you

Make sure that the wireless headset is connected to the console. And that the mute function is not turned on. To turn off the mute function, briefly press the power button. Two beeps confirm that you have changed the mute setting.

Note If you hear high-pitched beeps and then low-pitched beeps, the mute function is not turned on. If you hear low -pitched beeps and then high -pitched beeps, the mute function is not turned off.

Make sure that the voice function is not muted in the Xbox Guide. To do this, press the Xbox Guide button, select Personal Settings, and then select Voice. To determine whether you have to press a button when you talk, see the game manual.

Chat does not work

Make sure that the wireless headset is connected to your console and that the mute function is not turned on. To turn off the mute function, briefly press the power button. Two beeps confirm that you have changed the mute setting. In Family Settings, make sure that your Communication preferences are set to allow for Friends or to allow for Everyone. To access the Communication preferences, follow these steps:

In the Xbox Dashboard, select System, and then press the A button.
Select Family Settings, and then press the A button.
Select Xbox Live Controls, and then press the A button.
Select Privacy and Friends, and then press the A button.
Select Communications, and then press the A button.

The battery does not charge

If the power adapter is connected to the wireless headset and the battery does not charge, you may receive an error message. If this is the case, the first two lights on the wireless headset will flash repeatedly in the following sequence: light one, light one, and then light two.

If you experience this behavior, the wireless headset may be too hot or too cold. Leave the wireless headset connected to the power adapter until the temperature changes. After the temperature changes, the battery should charge.

If the wireless headset appears to be at room temperature and you still experience this behavior, contact Xbox Customer Support.

Short run time for the battery

The new battery that is included with the wireless headset is not fully charged "out of the box." Typically, the battery requires several discharge/charge cycles before the battery reaches capacity for long run times.

If you experience less than optimal run time after four discharge/charge cycles, contact Xbox Customer Support.

MORE INFORMATION

If these guidelines do not resolve the issue, try resetting the wireless headset. To do this, press and then hold the power button for two or more seconds. Turn off the console, and then repeat the wireless connection steps.

Receive more help

For more information and for support options for your Xbox 360 Wireless Headset, visit the following Web site:

http://www.xbox.com/support

Do not take your Xbox 360 console or any accessories to your retailer for repair or for service unless an Xbox Customer Support representative instructs you to.

Do not try to repair the wireless headset

Do not try to disassemble, service, or modify the Xbox 360 console, power supply, or any accessories. If you do this, you may put yourself at risk of serious injury or death from electric shock or fire. For safety reasons, such actions will void your warranty.

Receive agent support

If the steps in the previous section do not resolve the issue, contact Xbox Customer Support to speak to an agent about replacing the wireless headset. For contact information in your area, visit the following Web site: