Subject: SDW 5015, DT400 DTZ(XD)W-2Y(WH), B-side is not working
From: EPOS Global Support <[email-masked]>
Cc: Marika Fujita <[email-masked]>
Date: Tue, 09 Mar 2021 12:23:41 +0000

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Vamsy Maddipati, Mar 9, 2021, 12:23 UTC (private)

Dear **Marika Fujita**​ ,

I have quickly tested the headset for calls using Teams softphone and the B-side did not notice any loss in audio. This could be related to the
density issue. Could you please ask the customer to set the below settings and try again?

1. Set DIP switch 3 to bottom for short range.
2. Set DIP switch 4 to top for manual link.
3. Set DIP switch 5 to bottom for Narrow band.

These are the recommended settings for the SDW in a dense environment or where the DECT bandwidth is limited which is the case for Japanese
DECT. Please let me know the feedback after tests. If they still have the issue, please ask them if the microphone audio is lost permanently in
the call or does it come back after few seconds?

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Marika Fujita, Feb 11, 2021, 1:48 UTC (private)

**_CASE SUMMARY_**

**Company Name**: EPOS Japan
**Contact person**: Kamata
**Email**: [email-masked]
**Product name**: SDW 5015
**Number of Products**: 10
**Sales Opportunity Size in Headsets**: 0
**Environment**: DT400 DTZ(XD)W-2Y(WH)
**Issue**: B-side is not working
**Current status**:
- Customer purchased 10 sets of SDW
- Using both FW 1.6.74 and 1.7.56
- Unable to use microphone for all 10 sets of headset (Customer is able to hear the other party's voice, but other party unable to hear.)
- If there is incoming call, the multifunction button lit up red and there is no connection between HS and BS. LED of HS does not light up.
- It happens 4 or 5 times in a week
- The issue recover by re-pairing
- Customer set DIP 5 changed to down position (Narrow band)
- They are confirming if the issue occurs if the wide band settings are changed.
- Kamata san will send 3 sets of HS which usually B-side is not working to DK (In order to save the situation, some of the HS did not update FW and collected 3 headsets that often show symptom)

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Marika Fujita, Feb 11, 2021, 1:21 UTC (private)

**_CASE SUMMARY_**

**Company Name**: EPOS Japan
**Contact person**: Marika Fujita
**Email**: [email-masked]
**Product name**: SDW 5015
**Number of Products**: 10
**Sales Opportunity Size in Headsets**: 0
**Environment**: DT400 DTZ(XD)W-2Y(WH)
**Issue**: B-side is not working
**Current status**:
- Customer purchased 10 sets of SDW
- Unable to use microphone for all 10 sets of headset (Customer is able to hear the other party's voice, but other party unable to hear.)
- It happens 4 or 5 times in a week
- Customer set DIP 5 changed to down position (Narrow band)
- They are confirming if the issue occurs if the wide band settings are changed.
- Kamata san will send 3sets of HS to DK (In order to save the situation, some of the HS did not update FW and collected 3 headsets that often show symptom)

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