While on a phone call, I can’t hear the other person talking, or they can’t hear me (WF-C500)

1. Select your problem:

   I can't hear the other person talking

   
   Go to step 2.

   The other person can't hear me talking

   
   Go to step 4.

2. Perform the following steps on the device connected to your headphones:

   1. Check the Bluetooth® settings to make sure that the headphones are connected via Bluetooth.
      Note: If needed, refer to the appropriate article to establish a Bluetooth connection:

      • For Android™ phones: Pairing and connecting with an Android smartphone
      • For iPhone® phones: Pairing and connecting with an iPhone
      • For other devices: How to pair Bluetooth headphones with a Bluetooth source device
   2. Check the Speaker settings:
      • For Android: While you are talking, tap the Speaker or Bluetooth icon, and then select WF-C500 Hands free.
      • For iPhones: While you are talking, tap the Audio icon, and then select WF-C500 Hands free.
      • For Computers: While you are talking, right-click the Speaker icon at the right side of the computer screen, open the Sound settings, and then select Headset (WF-C500 Hands-Free) from the pull-down list of the Speaker setting.
      Note: The settings menu items may vary depending on the connected device.
   3. Turn up the volume.
      Note: Make sure that the speaker is not muted on the connected device.
   4. Restart the connected device.

   The issue is resolved

   The issue was caused by the Bluetooth device settings or a temporary malfunction.

   The issue is not resolved

   • If the connected device has Android OS version 10 or later installed, or is a computer with a Microsoft® Windows® operating system, go to step 3.
   • For all other devices, go to step 5.

3. Check the following setting:

   For phones with Android OS 10 or later:
   1. Open the Settings menu on your smartphone.
   2. Select Connected devices.
   3. To the right of the headphones model name, tap the Settings icon.
   4. Set the Call setting to ON.
   For Windows OS computers:
   1. On the right side of the computer screen, right-click the Speaker icon.
   2. Open the Sound settings, and then select Sound Control Panel.
   3. Select Playback tab to show device list.
   4. Select the connected headphones, and click Set Default.
   Note: The settings menu items may vary depending on the connected device.

   The issue is resolved

   The issue was caused by the device settings.

   The issue is not resolved

   Go to step 5.

4. Perform the following steps with the headphones and connected device:

   1. Set the headphones in the charging case, close the lid, wait for a few seconds, and then remove the headphones again. This will restart the headphones.
   2. Restart the connected device.
   3. Try speaking louder as the ambient sound may prevent your voice from being heard.

   The issue is resolved

   The issue was caused by a temporary malfunction of the headphones, connected device, or ambient sound.

   The issue is not resolved

   Go to step 5.

5. Reset the headphones.

   Watch this video or refer to the Help Guide for instructions.
   

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the headphones.

   The issue is not resolved

   Go to the next troubleshooting step.

6. Initialize the headphones.

   Note: Initialization returns the headphones to the factory settings and all Bluetooth pairing information is deleted.

   Watch this video or refer to the Help Guide for instructions.
   

   The issue is resolved

   The issue may have been caused by a temporary malfunction of the headphones.

   The issue is not resolved

   Go to the next troubleshooting step.

7. If available, pair your headphones with a different Bluetooth-enabled device that you can use to make a phone call, and test it.

   The issue is resolved

   The original device or application may have caused the issue. It's recommended to use a different device or application for phone calls, or consult the manufacturer of the original device or application for further assistance.

   The issue is not resolved

   Turn off other wireless devices or move away from them because wireless interference can cause problems. If the issue is still not resolved, the headphones may be malfunctioning and require repair.  Go to Product Repair. 

Go to the Headphones Troubleshooting Guide