Troubleshooting your Xbox 360 Headset

This article describes problems that you may experience when you use your Xbox 360 Headset. This article also describes the things that you can try to resolve the problems.

When you use your Xbox 360 Headset, you may experience one of the following problems:

• You hear no sound from the earpiece.
• Other players cannot hear you.
• You hear a crackling noise in the earpiece when you talk.
• You hear an echo when other players talk.
• Other players hear an echo when you talk.

Note We designed the Xbox 360 Headset for use with licensed Xbox 360 devices only. We did not intend for people to use the headset with any other device. The Xbox 360 console does not transmit game sounds or music through the Xbox 360 Headset.

You may experience these problems if one of following conditions exists:

• The connection port is dirty.
• Your Xbox 360 console is configured incorrectly.
• Your Xbox 360 Headset is faulty.

Try the following general things first. If you continue to experience a specific problem with your Xbox 360 Headset, please see the appropriate section in the "More Information" section.

1. Examine and then clean your Xbox hardware. To do this, follow these steps:
   1. Examine the headset, the cord, and the connector for visible defects.
   2. Make sure that no dirt or debris is on the Xbox 360 Headset connector. To clean the connector, use a cotton swab dipped in rubbing alcohol.
   3. Verify that your Xbox 360 Controller operates correctly. Verify that you can use the controller to turn on and turn off the console.
   4. Firmly insert the Xbox 360 Headset connector in the expansion port under the directional pad (D-pad) and the right stick on the controller.
   5. If this does not resolve the problem, go to step 2.
2. Test the headset. To do this, record and then listen to a new voice message. To record and then listen to a new voice message, follow these steps:
   1. Press the Xbox Guide button on the Xbox 360 Controller.
   2. Select Messages, and then press the A button.
   3. Select Create New, and then press the A button.
   4. Select Message, and then press the A button.
   5. Select a gamertag, and then press the A button.
   6. Select Add Voice, and then press the A button.
   7. Put on your Xbox 360 Headset.
   8. Select Record Message, and then press the A button to start recording a message.
   9. Speak clearly into the microphone, and record your voice for 5 to 15 seconds.
   10. Press the A button to stop recording.
   11. Select Play Message, and then press the A button.
   12. Listen to your recording.
       • If you can hear the recorded message, your headset is operating correctly. If your headset still does not function correctly when you use your headset on Xbox LIVE, you may have to configure Family Settings. Go to step 3.
       • If you cannot hear the recorded message, your microphone may be muted, or the earpiece volume may set too low. Verify that the controls are adjusted correctly. If this does not resolve the problem, see the "More Information" section.
3. Configure Family Settings.
   
   Note If you set up a profile for a child on the console, Family Settings lets the owner of the parent profile control who can communicate with the child profile on Xbox LIVE. In Family Settings, you can enable communication in the child's profile. The default setting for gamers who are under 17 is Friends Only.
   
   To configure Family Settings, follow these steps:
   1. In the Xbox Dashboard, select System, and then press the A button.
   2. Select Family Settings, and then press the A button.
   3. Select Xbox Live Controls, and then press the A button.
   4. Select the child’s profile, and then enter the password of the parent’s profile that is associated with the child's profile.
   5. Select Privacy and Friends, and then press the A button.
   6. Select Communications, and then press the A button.
   7. Select one of the following options:
      • Everyone
        This setting lets you communicate with anyone on Xbox LIVE.
      • Friends Only
        This setting lets you communicate only with people who are on your friends list.
      • Blocked
        This setting blocks all communication with the headset.
        
        Note With this setting, you can still receive new friend requests.
   8. After you select the option that you want, press the B button until you return to the System section.
   9. If this does not resolve the issue, see the "More Information" section.

You do not hear sound from the earpiece

1. Increase the volume of the headset. To do this, rotate the volume control on the headset cable connector.
2. Make sure that the volume level is set correctly or that the volume is not muted in the Preferences area. To do this, follow these steps:
   1. Press the Xbox Guide button on the Xbox 360 Controller.
   2. Select Preferences.
   3. Select Voice.
   4. Make sure that the Mute option is not selected. To turn off the Mute option, select Mute, and then press the A button.
   5. Increase the volume. To do this, select the volume bar, and then press the D-Pad or the left stick.
3. If this does not resolve the issue, replace your Xbox 360 Headset.

Other players cannot hear you

1. Make sure that the volume level is set correctly or that the volume is not muted in the Preferences area. To do this, follow these steps:
   1. Press the Xbox Guide button on the Xbox 360 Controller.
   2. Select Preferences.
   3. Select Voice.
   4. Make sure that the Mute option is not selected. To turn off the Mute option, select Mute, and then press the A button.
   5. Increase the volume. To do this, select the volume bar, and then press the D-Pad or the left stick.
2. Verify that the Mic switch is not set to Mute.
   
   Note The Mic switch is located on the Xbox 360 Headset connector.
3. See the game manual to determine whether you must press a button to communicate with other players during game play.
4. If this does not resolve the issue, replace your Xbox 360 Headset.

You hear an echo or noise during game play

The following conditions may cause an echo or noise during game play:

• The microphone may detect ambient noises. This includes voice transmission that comes from the earpiece.
• The battery in the Xbox 360 Wireless Controller (if applicable) may be low.

If you or other players hear an echo or other noise during game play, try one of the following things:

• 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.
• If you are using an Xbox 360 Wireless Controller, replace the AA batteries, or recharge the Xbox 360 Rechargeable Battery.

Additional support

If you want help troubleshooting problems that you may experience with your Xbox 360 Headset, please contact Xbox Customer support. For more information about how to contact Xbox Customer Support, please visit the Xbox Support Web site: