Reaching out to EPOS for help

How to ask for help

If you have attempted to use EPOS Connect to either change settings or update your headset, you may encounter issues from time-to-time. Sometimes this requires you to reach out to EPOS. But how do you do that? What do you need?

Come prepared

If you email them at Help@Senncom.com or call them at (800) 332-7439, they will be asking you questions. So before you call...

• Gather/Download the logs
  • Click on the question mark in the bottom right of the program
  • Click "Download logfiles" then select where you want to save it to, and hit save
  • You will now have them available to send to EPOS via email
• Take a screenshot of what you see on the screen and include it in the email
• Know what operating system (Windows 10, Windows 11, etc.) you are using
  • They may also ask for additional OS information, which you can find in your "About your PC" section on your computer

  

• Let them know what troubleshooting has already been done
• Make sure to mention whether or not your headset lights up when you put it on the charger
• Mention whether or not you have rebooted your PC since installing the program
  • In fact, do this before reaching out, because they will ask you to do it

If you do all this legwork before reaching out, then it will make your call/email smoother and much faster.