Leitner Basic Troubleshooting Steps for Audio Issues

As with all other pieces of technology, you may encounter glitches or other small issues while using your Leitner headset. Here are some basic troubleshooting steps you can take to efficiently get it back up and running.

Before doing any testing, please ensure that the headset is powered on. You should see a blue light on Leitner Premium Plus headsets and a white light on Leitner Premium Lite headsets.

No Mic Audio

Phone

1. Check the connections. Verify that the green cord in the TEL jack is fully connected to the phone (not loose). To test this, unplug both ends for 5 seconds, then plug back in. Also try reversing the ends of the connector cord. Plug the green sticker end into the telephone and the other end into the base to see if this changes the sound quality.
2. Check the compat on the bottom of the headset base. The most common compat settings are 1 and RHL. Try moving the slide down to 6, then back up to 1 to ensure it's on 1.
3. Make sure headset is not muted
4. Increase mic volume using the buttons under the base
5. Try using the curly cord from the handset in place of the connector cord that plugs into the green PHONE jack on the Leitner base. This will determine if the issue is a bad connector cord.
6. Resync the headset and base. Premium Lite (LH200/300) Steps Here and Premium Plus (LH500/600) Steps Here
7. Breath test to see if the mic is picking up any audio at all

Computer

1. Windows Settings - Check that the headset is the default device under the recording tab OR under the Input section. Make sure all other devices are disabled.
2. Make sure the microphone is not set to Mute in the computer settings. Usually found under "Device Properties" in Windows
3. Softphone Settings - Check that the headset is selected as the default input device or microphone
4. Increase mic volume under the base
5. Check mic is turned on within the Mic Privacy Settings Windows 10 Settings, Windows 11 Settings, Mac Settings
6. Move the USB cord to a different USB port, also make sure it's plugged directly into the computer or laptop, not going into a USB hub or a docking station
7. Restart the app or program being used for calls. If that doesn't work, or the app cannot be restarted by itself, then reboot the PC
8. Breath test to see if the mic is picking up any audio at all
9. Resync the headset and base. Premium Lite (LH200/300) Steps Here and Premium Plus (LH500/600) Steps Here

No Audio (Speaker and Mic)

Phone

1. Check for battery lights
2. Make sure the headset base is on Telephone Mode
3. Check the compat on the bottom of the headset base. The most common compat settings are 1 and RHL. Try moving the slide down to 6, then back up to 1 to ensure it's on 1.
4. Verify that the steps needed to answer the phone are being followed correctly (for example, pressing a headset button on the telephone)
5. Check the connections. Verify that the green cord in the TEL jack is fully connected to the phone (not loose). To test this, unplug both ends for 5 seconds, then plug back in. Also try reversing the ends of the connector cord. Plug the green sticker end into the telephone and the other end into the base to see if this changes the sound quality.
6. Try using the curly cord from the handset in place of the connector cord that plugs into the green PHONE jack on the Leitner base. This will determine if the issue is a bad connector cord.
7. Resync the headset and base. Premium Lite (LH200/300) Steps Here and Premium Plus (LH500/600) Steps Here

Computer

1. Check for battery lights
2. Make sure the headset base is on Computer Mode
3. Verify that the steps needed to answer the phone are being followed correctly (for example, pressing a headset button on the telephone)
4. Windows Settings - Check that the headset is the default device under the recording tab OR under the Input section. Make sure all other devices are disabled.
5. Softphone Settings - Check that the headset is selected as the default input device or microphone
6. Move the USB cord to a different USB port, also make sure it's plugged directly into the computer or laptop, not going into a USB hub or a docking station
7. Restart the app or program being used for calls. If that doesn't work, or the app cannot be restarted by itself, then reboot the PC
8. Resync the headset and base. Premium Lite (LH200/300) Steps Here and Premium Plus (LH500/600) Steps Here

Static

Phone

1. Move mic boom to check for a possible mic short
2. Make sure battery life is not at 1 bar or less
3. Check the connections. Verify that the green cord in the TEL jack is fully connected to the phone (not loose). To test this, unplug both ends for 5 seconds, then plug back in. Also try reversing the ends of the connector cord. Plug the green sticker end into the telephone and the other end into the base to see if this changes the sound quality.
4. Check the compat on the bottom of the headset base. The most common compat settings are 1 and RHL. Try moving the slide down to 6, then back up to 1 to ensure it's on 1.
5. Try using the curly cord from the handset in place of the connector cord that plugs into the green PHONE jack on the Leitner base. This will determine if the issue is a bad connector cord.
6. Pick up the handset or place call over the speaker (if the static continues, the issue is the phone)
7. Fine-tune volumes on headset base, headset, and telephone
8. Move base away from other electronics
9. Resync the headset and base. Premium Lite (LH200/300) Steps Here and Premium Plus (LH500/600) Steps Here

Computer

1. Move mic for a possible mic short
2. Make sure battery life is not at 1 bar or less
3. Fine-tune volumes on both the headset and base and in the computer settings
4. Move base away from other electronics
5. Restart the app or program being used for calls. If that doesn't work, or the app cannot be restarted by itself, then reboot the PC
6. Resync the headset and base. Premium Lite (LH200/300) Steps Here and Premium Plus (LH500/600) Steps Here