Troubleshooting WH63/62 Headset

Check for Updates

Use Yealink USB Connect desktop client to check for updates. During a firmware update headset must remain docked in base unit until update is complete.

Updating Firmware through Yealink USB Connect

  1. Open Yealink USB Connect app
  2. Select arrow to enter
  3. Select update device from the column on the left
  4. Allow the app to update if “software is up to date” is not present

Check Cable Connections

Always use the power adaptor for source of power to ensure proper function and charging

Check all connections

  1. Check power supply connection to base unit
  2. Check usb connection from base unit to computer (PC port)
  3. Check usb connection from base unit to Yealink deskphone (Phone port)

WH63

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WH62

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Reboot Desktop Phone

Reboot Yealink desktop phone if experiencing connection issues

Rebooting Yealink desktop phone

  1. Unplug headset usb from back of desktop phone
  2. Reboot desktop phone (Menu-Basic-Reboot)
  3. Plug headset usb back into phone when reboot is completed
  4. Select Ok when phone popup window headset notification appears

Reboot Headset Base Unit

Reboot headset through Yealink USB Connect or by cycling power

Using Yealink USB Connect

  1. Open Yealink USB Connect app
  2. Select Device Recovery from the Device status list
  3. Select Reboot device
  4. Select Ok to confirm restart of the device

Cycling power on base unit

  1. Disconnect power, PC and desk phone cables from the base unit
  2. Wait 10 seconds and reconnect cables to base unit

Replace PC and desk phone back in the correct location when reconnecting.

Charging Earpiece

If earpiece is completely seated in the base charging dock and not properly charging make sure the contacts are free from dust, makeup, or other dirt. To clean, disconnect power supply to the headset base, lightly rub contacts with a soft cloth, soft rubber pencil eraser or semi dry alcohol wipe. Do not get liquid on the contacts.

Factory Reset

When resetting WH63, previously paired devices and custom settings will be cleared

Factory Reset Headset at Base

  1. Hold the PC button and Phone button simultaneously for about 6 seconds
  2. An audible message that says “Factory Reset” will be heard
  3. Unplug the power from the Yealink headset base for about 10 seconds
  4. Reconnect power

Factory Reset Headset Using Earpiece

  1. Press and hold the Call control button on the earpiece for about 20 seconds
  2. Keep holding the button, even if “Power Off” tone is heard, until the “Power On” tone is heard
  3. Replace earpiece in base station until solid green light and test earpiece

Factory Reset Headset using Yealink USB Connect

Headset base must be connected to the computer

  1. Open Yealink USB Connect app
  2. Select Device Recovery from the Device status list
  3. Select Restore factory settings
  4. Select OK to confirm restoration to factory settings
  5. Then unplug the AC power from the headset base, wait 10 seconds, and plug the power back in

Yealink USB Connect

Yealink provides a USB device manager client – Yealink USB Connect, can be used to update, personalize, and manage Yealink headsets

https://www,yealink.com/product/yuc

Headsets are a personal phone accessory; Advanced Office Solutions does not provide technical support once installation and testing is complete.