Subject: ADAPT 261, iPhone XS & Mac via BTD 800, Unresponsive Unit
From: EPOS Global Support <[email-masked]>
Cc: Ismael Zakaria <[email-masked]>
Date: Thu, 18 Nov 2021 16:21:53 +0000

You are registered as a CC on this support request (183118). Reply to this email to add a comment to the request.

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Dominic Eyre, Nov 18, 2021, 16:21 UTC

Ismael was good to catch you earlier, appreciate the heads up - let me know if you need anything else.

Best

Dominic

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Ismael Zakaria, Nov 18, 2021, 14:54 UTC (private)

**_RMA Approval Request to LEVEL 2_**

**Company Name**: N/A
**Contact person**: Dominic Eyre
**Phone**: +447979856835
**Email**: [email-masked]
**Product name**: ADAPT 261 SN 0171054983 FW v1.4.4
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: iPhone XS & Mac via BTD 800
**Issue**: The headset was having some recurrent disconnection generally when the customer was on call. Now the headset is completely off and does no longer power on.
The power button is unresponsive and customer does not have any LED on the headset.
Connected it to the PC, it is not detected and does not charge
Epos Connect does not detect the headset also.
**Current status**: RMA request for 1xAdapt 261- 1000897 SLTR since the device becomes unresponsive

Attachment(s):
Proof of Purchase 416857A Eyre.pdf - https://eposaudio.zendesk.com/attachments/token/iYBuZ5xOBFcCRvBPoEhi1kvip/?name=Proof+of+Purchase+416857A+Eyre.pdf

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Ismael Zakaria, Nov 18, 2021, 14:41 UTC

Dear Dominic,

Thank you for your message.

We will review the warranty of the product and update you sooner.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Dominic Eyre, Nov 18, 2021, 13:40 UTC

As requested, please find information below:

Purchase date15/10/2021

Serial Number0171054983

Proof of PurchaseSee Below

Attachment(s):
Proof of Purchase 416857A Eyre.pdf - https://eposaudio.zendesk.com/attachments/token/w7LFUZRKMdLl6OALG8oSbKOgS/?name=Proof+of+Purchase+416857A+Eyre.pdf

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Hamed Rahnama, Nov 18, 2021, 13:30 UTC (private)

**Ismael Zakaria**​

Please update the customer that we are trying to reproduce the case and back to him soon

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Ismael Zakaria, Nov 18, 2021, 13:30 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/b5b028fe2090497c8ea12bdde183e3f1/recordings/0.mp3
Call duration: 543
Description: The customer has another issue. 
Now the headset is totally dead and does no longer power on. 
Customer tried another cable to no avail
The headset does not show also on EPOS connect anymore. 
The buttons does not react and customer does not have any LED on the headset. 

https://eposaudio.zendesk.com/agent/tickets/185651

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Ismael Zakaria, Nov 16, 2021, 14:22 UTC (private)

call https://eposaudio.zendesk.com/agent/tickets/185146 closed as duplicate

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Ismael Zakaria, Nov 16, 2021, 14:08 UTC (private)

Disposition: Attempting Contact
Recording URL: https://epos.mytalkdesk.com/interactions/a8f8d7a3aebf4f43824c553e4582cb1f/recordings/0.mp3
Call duration: 1956
Description: 
Evironment details is as follow 
Mac OS catalina 10.15.7 
Iphone Xs 14.8.1
Softphone : Customer was explaining that there is no softphone involve. There is a possibility  to create a virtual softcall between the Mac devices. It does not involve any software and it is a feature built in MAC. (apple address book functionalities). There are also event coming from the headset or the dongle which cause the computer to open or close some apps without the action on the user. All those issue occur only when using the softcall feature.

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Christopher Kurek, Nov 16, 2021, 13:07 UTC (private)

- please ask for softphone , mac os version, ios phone version?

Then we retest.

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Christopher Kurek, Nov 16, 2021, 13:06 UTC (private)

Mac Boook, 15 Big Sur v11.6
EPOS Connect 7.0.0.19631
BTD 800 USB for lync 2.17.16
Adapt 261 1.4.4

Isssue:
1.
Bluetooth Dongle (BTD) to Headset Issues - Sometimes Headset reports successful connection, and is able to adjust volume settings (volume adjustment icon appears on laptop) but no sound comes through headset despite audio/media actively playing (sound output is selected to BTD)

2.
SoftCall failures, MacBook Pro 16” when sound is routed through BTD, initiating call almost always fails (iPhone doesn’t even start call) , although when sounds routed through internal speakers calls successfully initiated and call audio is heard as expected

-> which softphone, iphone?

test incoming and outgoing call

3.
Unable to mute laptop audio with headset connected via dongle - sound output selected to headset, able to use the laptop audio buttons to increase/lower sound, however unable to use the mute sound button on keyboard. (Icon appears with no entry sign) Works fine when sound is selected to MacBook speaker.This behaviour doesn’t happen without BTD/headset connected.

can the speaker be muted via the keyboard? -> no

audio can be adjusted only locally not via the headset -> not in sync with the Mac.

-> crosstest MB Pro!

4.

iPhone volume randomly adjust - iPhone volume can adjust it self when physically dialling number, or simply waking phone from sleep (eg picking up) and the volume slider can appear and adjust itself when connected to headset - without any direct user input to adjust volume. This behaviour doesn’t happen without BTD/headset connected.

crosstest with MB Pro. please test the same behaviour with a windows pc and iphone.

initiating a call is working.

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Pravesh Singh, Nov 15, 2021, 13:04 UTC (private)

Incoming call, the customer isn't happy about the time taken and resolution given till now. As discussed with Chris, I have assured the user that he will be getting call from L2 around to 4:30.

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Dominic Eyre, Nov 15, 2021, 9:43 UTC

The headset, and bluetooth dongle were already updated, and all pairings were reset to try remedy the errors (BTD Dongle Reset, Adapt 261 reset and iPhone pairing deleted)

Current Version Numbers:

EPOS Connect7.0.0.19631

BTD 8002.17.16

Adapt 2611.4.4

**Fault Description**

Have tried a number of remedies with EPOS Global Support including complete reset of Headset, Dongle and iPhone bluetooth connection.

Intermittent/Sporadic Faults include:

Bluetooth Dongle (BTD) to Headset Issues - Sometimes Headset reports successful connection, and is able to adjust volume settings (volume adjustment icon appears on laptop) but no sound comes through headset despite audio/media actively playing (sound output is selected to BTD)

SoftCall failures, MacBook Pro 16” when sound is routed through BTD, initiating call almost always fails (iPhone doesn’t even start call) , although when sounds routed through internal speakers calls successfully initiated and call audio is heard as expected

Random uninitiated media playing - by example Apple Music can suddenly start playing (application open in background previously inactive state) for example after a failed softcall, or after closing an active web browser (by example watching BBC Iplayer) - then Apple Music starts playing unexpectedly. Often I notice a sequence of light flashing on dongle when this happens.This behaviour doesn’t happen without BTD/headset connected.

Unable to mute laptop audio with headset connected via dongle - sound output selected to headset, able to use the laptop audio buttons to increase/lower sound, however unable to use the mute sound button on keyboard. (Icon appears with no entry sign) Works fine when sound is selected to MacBook speaker.This behaviour doesn’t happen without BTD/headset connected.

iPhone volume randomly adjust - iPhone volume can adjust it self when physically dialling number, or simply waking phone from sleep (eg picking up) and the volume slider can appear and adjust itself when connected to headset - without any direct user input to adjust volume. This behaviour doesn’t happen without BTD/headset connected.

 ![](https://eposaudio.zendesk.com/attachments/token/gMseiwVQBmpeLk3TlzkQIBEy7/?name=Screenshot+2021-11-15+at+09.34.40.png)

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Hamed Rahnama, Nov 15, 2021, 8:27 UTC (private)

**_NEXT ACTION_**

**What**: Customer to install EC and update the FW
**Who**: Dominic Eyre
**When**: 18/11/2021

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Hamed Rahnama, Nov 15, 2021, 8:26 UTC

Dear Dominic,

We hope this email finds you well.

Please be informed that your ticket escalated to technical support and we are taking it from here to make sure the issue will be fixed with your headset.

Could you please follow below steps to install EPOS Connect application to update the Headset and Dongle firmware:

**In order to update your headset, you will need to download the EPOS Connect freeware software on a Windows based PC and follow the instructions below:**

1. Follow this link: https://eposaudio.com - Software Downloads
2. Download and install the EPOS Connect Software.
3. Once you have installed the program on your computer, you will then need to connect the device via USB to the computer. Once the device is connected, please run the program EPOS Connect.
4. Once you open the program, you should be able to see all the peripherals connected. It will display both the device ID and current firmware version on your device.
5. Click on Options and select Check for Updates, EPOS Connect will now retrieve the latest firmware versions available. Ensure that you have an active connection to the internet, and that no firewall is blocking the internet connection to our servers.
6. Now simply go to the "Updates" tab, click the 'Update' button and the program will download the latest version and upload it to the device.
7. Once completing the update of your headset, please disconnect it, connect your dongle, and then repeat the steps as above to also update your dongle.

Should you have any questions to the above procedure or require any further assistance, please do not hesitate to contact us again. We will be happy to help you.

We wish you a nice day!

Best regards,
Hamed Rahnama
EPOS Global Support

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Ismael Zakaria, Nov 12, 2021, 16:00 UTC (private)

Ticket https://eposaudio.zendesk.com/agent/tickets/184634closed as duplicate
call was transferred

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Pravesh Singh, Nov 12, 2021, 15:29 UTC (private)

#184628, duplicate ticket

The user called back and requested for a call back in the next 10 minutes. The customer is concerned as he is at his last to return the headset to the reseller. And, wants to know if we are going to address this otherwise he will return it.

Or, he wants me to confirm that we will replace it. He requested for a call back in the next 30 minutes. Please advise.

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Pravesh Singh, Nov 10, 2021, 14:56 UTC (private)

**_CASE SUMMARY_**

**Company Name**: N/A
**Contact person**: Dominic Eyre
**Phone**: +447979856835
**Email**: [email-masked]
**Product name**: ADAPT 261 v1.4.4/ BTD 800 USB C v 2.17.16/ EPOS Connect v7.0.0.19631
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: iPhone XS & Mac via BTD 800
**Issue**: Setup Guidance
1. ADAPT 261 being detected in the sound menu. The headset was never paired to the Mac or connected to the USB cable but still it appears in the sound menu sometime.
2. Volume level increases. As soon as the customer starts dialing a phone number on his iPhone, the ringer volume level increases automatically.
3. Starts apple music. When customer is streaming any medial like Amazon prime and he closes it, the apple music starts playing automatically right aftrer it.
4. The dongle flashes blue. The LED on the BTD 800 flashes rapid Blue when selected as the default output device however it doesn't interrupt the connection.
5. Doesn't synchronize: The headset's command aren't being synchronized on a Mac.
6. The connections gets lost. The headset switches back to iPhone itself and the connections gets lost to the dongle. The iPhone is at the table and it automatically switches even there is no notification and it wakes it up from the sleep mode.
**Troubleshooting:**
Reset the headset and dongle
Cleared the pairing history of the iPhone
Call audio routing - BlueTooth headset
The BTD 800 selected as default output and input
**Current Status: **
The headset is still within the 30 days return window and the customer informed that I would like to get a replacement for this I think there is an issue with the headset itself. Informed the user that we can definitely replace the headset if find it faulty. I have informed the user that I am reaching out to L2 support team to get a fast resolution.

* * *
**_NEXT ACTION_**

**What**: checking with Level 2 for the further troubleshooting.
**Who**: L2
**When**: By SLA Due Date

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Pravesh Singh, Nov 10, 2021, 14:41 UTC

Hello Dominic,

Thank you for taking my call today and it was nice talking to you over the phone. I've transferred your request to the appropriate division to further investigate the issue. I will get back in touch with you as soon as I get a response. Your continued patience is highly appreciated.

Best regards,
Pravesh Singh
EPOS Global Support

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Pravesh Singh, Nov 10, 2021, 14:40 UTC (private)

Total Duration 2467
Disposition : Successful Call
Description:    
URL:

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Pritish Nandi, Nov 8, 2021, 5:56 UTC (private)

Transferring EMEA tickets from Shivangi's queue

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Shivangi Bhattacharya, Nov 5, 2021, 19:10 UTC (private)

**_NEXT ACTION_**

**What**: Customer to test the headset after resetting and re-pairing the headset
**Who**: Dominic
**When**: By SLA due date

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Shivangi Bhattacharya, Nov 5, 2021, 19:09 UTC

Dear Dominic,

Thank you for your update and we look forward to hearing from you soon about your observations with the headset.

We wish you a nice day!

Best regards,
Shivangi Bhattacharya
EPOS Global Support

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Dominic Eyre, Nov 5, 2021, 12:50 UTC

Shivangi Good to catch you yesterday - quick heads up to say I’ve ‘hard’ reset the dongle and headset pairings and also erased and renew the pairing with the iPhone. Will test and get back to you to let you know how I get on.

Best

Dominic

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Shivangi Bhattacharya, Nov 4, 2021, 15:58 UTC (private)

**_NEXT ACTION_**

**What**: Customer to reset and re-pair the headset and get back to us
**Who**: Dominic
**When**: By SLA due date

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Shivangi Bhattacharya, Nov 4, 2021, 15:58 UTC (private)

**_CASE SUMMARY_**

**Company Name**: N/A
**Contact person**: Dominic Eyre
**Phone**: +447979856835
**Email**: [email-masked]
**Product name**: ADAPT 261 v1.4.4/ BTD 800 USB C v 2.17.16/ EPOS Connect v7.0.0.19631
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: iPhone XS/MacBook Pro
**Issue**: iPhone: When a call is received, the sound comes through the phone despite the headset being paired
The ringer volume keeps going up and down on its own
Music plays on its own when the headset is connected
MacBook Pro: The voice prompt announces connected yet there is no sound in the headset
The audio gets really choppy
There is no light on the dongle sometimes despite the voice prompt that the headset is connected
The buttons on the headset function perfectly but there is no sound
The volume and the tracks are altered using the buttons on the headset but there is no sound
The issue started three weeks ago
**Troubleshooting**: - The LED on the BTD 800 flashes rapid Blue when selected as the default output device
- The output device is selected as the BTD 800 Dongle
- The MacBook detects the headset
- Reset the headset
- Reset the BTD 800 Dongle
- Re-pair iPhone and MacBook with the headset
**Current status**: Asked the customer to reset and re-pair the headset

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Shivangi Bhattacharya, Nov 4, 2021, 15:50 UTC

Dear Dominic,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 183118** for your inquiry.

We are sorry to hear that you are experiencing problems with Adapt 261.

Thank you for your time over the call today.

Can you please try to reset the headset and the dongle and then re-pair them and check if the issue persists. We have attached a guide on how to reset for your convenience.

Let us know if this helps.

We look forward to your reply.

In the meanwhile, please do not hesitate to contact us if you have any further questions. You can reach us by answering to this email or by calling us directly from **Monday to Friday between 8 AM to 5 PM on our support number +44 (0) 2035144072.**

We wish you a nice day!

Best regards,
Shivangi Bhattacharya
EPOS Global Support

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Shivangi Bhattacharya, Nov 4, 2021, 15:31 UTC (private)

iPhone: When a call is received, the sound comes through the phone despite the headset being paired
The ringer volume keeps going up and down on its own
Music plays on its own when the headset is connected
FW v1.4.4 SW v7.0.0.19631
MacBook Pro: The voice prompt announces connected yet there is no sound in the headset
The output device is selected as the BTD 800 Dongle
The MacBook detects the headset
The audio gets really choppy
There is no light on the dongle sometimes despite the voice prompt that the headset is connected
The buttons on the headset function perfectly but there is no sound
The volume and the tracks are altered using the buttons on the headset but there is no sound
The LED on the BTD 800 flashes rapid Blue when selected as the default output device
The issue started three weeks ago

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Shivangi Bhattacharya, Nov 4, 2021, 15:31 UTC (private)

Total Duration 1335
Disposition : Successful Call
Description:  iPhone: When a call is received, the sound comes through the phone despite the headset being paired
The ringer volume keeps going up and down on its own
Music plays on its own when the headset is connected
FW v1.4.4 SW v7.0.0.19631
MacBook Pro: The voice prompt announces connected yet there is no sound in the headset
The output device is selected as the BTD 800 Dongle
The MacBook detects the headset
The audio gets really choppy
There is no light on the dongle sometimes despite the voice prompt that the headset is connected
The buttons on the headset function perfectly but there is no sound
The volume and the tracks are altered using the buttons on the headset but there is no sound
The LED on the BTD 800 flashes rapid Blue when selected as the default output device
The issue started three weeks ago  
URL:

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Dominic Eyre, Nov 4, 2021, 12:08 UTC

This is a follow-up to your previous request #175817 "ADAPT 261, PC, Tampered pac..."

Shivangi, I dont know if you recall we spoke a month or so back regarding EPOS packaging? Be great if you could call me, I’ve been having technical glitches with an Adapt 261 with both an iPhone and a MacBook Pro via dongle. Be good to hear from you.

Best
Dominic

Dominic 0797 9856835

> On 4 Oct 2021, at 13:09, EPOS Global Support <[email-masked]> wrote:
> 
>  <https://www.eposaudio.com/>
> Your request (175817) has been updated. To add additional comments, reply to this email.
> 
> Shivangi Bhattacharya (EPOS Enterprise) 
> Oct 4, 2021, 12:09 UTC 
> 
> Dear Dominic,
> 
> Thank you for your reply. We are happy to hear that your issue has been resolved.
> 
> We will now close this ticket, but please do not hesitate to contact us if you have any further questions or concerns.
> 
> We wish you a nice day!
> 
> Best regards,
> Shivangi Bhattacharya
> EPOS Global Support
> 
> Click here to view the full ticket: eposaudio.zendesk.com/hc/requests/175817
> 
> This email is a service from EPOS Enterprise.
> [YYL3KP-WMQP]

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