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Advanced Troubleshooting Guide for the CS50 USB

The Plantronics CS50 USB is much like its phone-only cousin, except it works with computers! You may run into a glitch or issue, so here are some ways to figure it out!


No sound on CS50-USB Headset:

If the headset is not recognized on the computer you can check for it in the “My Computer” screen. If it’s not showing try a different USB port, or try unplugging the headset and plugging it back in. If it’s still not recognizing the headset, unplug the headset from the USB port, shut down your computer, plug the headset back in, and restart your computer.

If the CS50-USB is showing up on the computer but there is no sound, then most likely the USB device is not selected for audio sound / playback. If this is the case please see “Checking the Settings” below.


Checking the Settings:

Step 1: Go into the “Start” menu in the lower left hand corner and click on “Control Panel”

Step 2: Once in the “Control Panel” you’ll see the heading “Sounds and Audio Devices”

Step 3: Under “Sounds and Audio Devices” go into the “Audio” tab where you’ll see “Sound playback”, click the drop-down menu and select the CS50 USB as the default device and click “OK”

Step 4: Go into the “Voice” tab where you’ll see the “Voice playback”, click the drop-down menu and select the CS50 USB as the default device for sound playback as well


Hardware Tests:

If the CS50-USB is still not working with the Softphone there is a way to test the headset to see if it’s an issue with the Softphone rather than the headset.


Incoming Sound:

Play any audio file on the computer and see if you can hear it through the headset.


Outgoing Sound:

Step 1: Go to the “Start” menu and under “All Programs” go to “Accessories”

Step 2: Under “Accessories” go to “Entertainment” and open up the “Sound Recorder”

Step 3: Simply click the red circle icon on the right to start recording. If you see the green line fluctuating sound is being picked up. You can then press the play button (triangle) to listen to the recording

If the CS50-USB passes all these tests and there is still no sound you’ll need to go into the Softphone program and select the CS50 USB as the default device for audio. This will vary from Softphone program to program.



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