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Troubleshooting
Problems Possible solutions
When I mute or unmute the microphone using the Windows
computer control panel settings, the following issue or set of issues
arises:
• It does not correctly reflect the mute status on my headset or
within applications such as Teams and Zoom.
• It results in delayed response on mute state in Teams and Zoom.
• It displays error messages on Teams and Zoom.
• Use the dedicated mute button on your headset to control the
mute or unmute feature in Teams and Zoom.
• The Human Interface Device (HID) Telephony controls mute
or unmute feature on Zoom and Teams. The headsets mute
button supports HID Telephony but not by the Windows mute
settings. Click the mute control on Teams and Zoom to fix the
slow response or error message.
• Ensure that the headset is connected to the computer using
the HR024 audio receiver.
• Ensure that the headset is set as the default playback and
communication device on your computer. See Configuring the
headset on your computer on page 18.
• In Zoom or Teams application, ensure that the audio device
selected for the sound output and microphone is HR024 audio
receiver.
The sound coming through the headset appears to be at a lower or
quieter level when you open the computer control panel for audio
devices.
Close the control panel before using the headset to listen to music
or audio. The headset has call and music modes with varying
audio volumes. Accessing the computer control panel temporarily
switches it to call mode, but it reverts to music mode once you
have the control panel.
Cannot hear the caller due to excessive background noise. Enable downlink AI noise reduction to enhance speech clarity by
filtering out music, sounds, and background noise from the caller
audio, focusing solely on speech-vocals.
How can downlink AI noise reduction be quickly disabled when
sharing media during a meeting?
To share audio and media during a meeting, triple-tap on the touch
zone to disable the downlink AI noise reduction feature.
Multimedia controls or volume control not working. Multimedia controls (play or pause] and volume control work when
media is playing in the background.
Headset button not working. • Check the headset connection mode - audio receiver or
Bluetooth.
• Connect using the wireless audio receiver because headset
buttons do not work when connected through Bluetooth.
Touch gestures not working. • Touch controls support only single finger gestures.
• Clean the touch surface (right earcup) with a piece of dry
cloth.
Dell Pair notification does not open when a Bluetooth device is
turned on for the first time.
• Ensure it supports Bluetooth version 5.0 or above.
• Ensure that Bluetooth is turned on in Windows settings.
• The Bluetooth device supports detection by Dell Pair if the
Bluetooth device is within the computer detection range. And
if the peripheral being connected is a mouse or keyboard, then
pick up the device and move it closer to the computer.
• Check that the computer and the Bluetooth devices have
sufficient battery charge to operate.
• The Bluetooth device must be updated to the latest firmware.
• Ensure that the Bluetooth controller on the computer is from
Intel.
Dell Pair reports a pairing error. Reconnect through Dell Pair by following these steps.
1. Wait for the pairing error window to autodismiss, and then
remove the Bluetooth device from the computer.
2. Bring the Bluetooth device closer to the computer.
3. Ensure that the Bluetooth device is in pairing mode and the
power LED is flashing.
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