Steps to diagnose a headset

To diagnose a headset, please try the following before escalation: 

If they cannot HEAR anyone: 

1. Check the VOLUME control on the headset and settings on the computer. 
2. Check that headset is properly connected.  Unplug connectors and plug them back in firmly.
3. Check that your headphones are working at this website:
       https://www.onlinemictest.com/sound-test
4. Check that sound is working on external speakers when headphones are disconnected. If not you may have a sound driver issue.

If OTHERS cannot hear them:

1. Check that your microphone is working at this website:  
       https://www.onlinemictest.com    (You will need to give the site permission to use the microphone)   
2. Check that the MUTE button is not on.  Press the button or slider to be sure. 
3. Check that headset is properly connected.  Unplug connectors and plug them back in firmly.
4. Check that IPv6 is NOT enabled on the system.  Disable it if needed.