Yealink WH62/WH63 Common Troubleshooting Guide
These are the common issues and troubleshooting steps for solving issues with the WH63 Headset
Issue: No Audio
- Confirm Cabling on Charging Dock: Ensure cables are connected correctly. Please note there is a micro-USB port for PC and another for the Desktop phone.
- Headset Ready for Call: Make sure the headset is placed on the charging dock and ready for a call.
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LED Base State (PC/Desk Phone Button):
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- Off: PC/Desk phone device is not connected.
- Glows White: PC/Desk phone device is connected and in idle status.
Headset Status LED:
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- Solid Green: Audio connection between base and headset is normal / Battery 100%(full).
- Flash Orange: Headset is disconnected from the base (out of range).
Pairing Method for headset to charging dock:
- Remove the headset from the charging base.
- Press the on/off button for about 3 seconds until you hear "power off" in your headset, then release.
- Press and hold the same button for about 5 seconds until you hear "power on" or "pairing", then release your finger.
- Set the headset onto the charging dock and confirm the light status: headset glows green for 5 seconds, indicating normal operation, and then indicates the charging status.
- Last Troubleshooting Step:
Factory Reset Headset
- Hold the PC button and Phone button for 6 seconds
- You will hear an audio message from the dock: “Factory Reset.”
Issue: USB Error (Not Recognized)
- Check cabling for the headset charging dock to PC/Desktop Phone.
- Power cycle headset.
- Test the Headset/Charging Dock on another Desktop phone.
- Factory reset the Headset/Charging Dock if the error appears on new desktop phone.
- Factory reset the Desktop phone if the USB error does not appear on a known working Desktop phone.
Issue: Not holding a charge or not charging:
- Confirm the power adapter is connected to the charging dock. Please note: the power adapter must be plugged into the charging dock to supply enough power to charge the headset.
- Check if the headset is being properly seated on the charging dock and confirm the status light on headset.
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3. Factory Reset and Re-pair the headset to the charging dock.