Subject: SDW 5066, Samsung S21 / PC, Hiss Noise A-side
From: EPOS Global Support <[email-masked]>
Cc: Anupam Tiwari <[email-masked]>
Date: Wed, 13 Oct 2021 08:12:33 +0000

You are registered as a CC on this support request (177809). Reply to this email to add a comment to the request.

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Hamed Rahnama, Oct 13, 2021, 8:12 UTC (private)

**Anupam Tiwari**​

- Please ask when this issue has started and what has changed that the issue happened
- And check if can record the hissing noise?

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Anupam Tiwari, Oct 8, 2021, 8:35 UTC (private)

 ![](https://v2uploads.zopim.io/F/F/z/FFz5p23LXhBsIdiTveJ8igc6f4zEqWek/f501ef0734f40620b745a0557dab568d35d7926d.jpg)
- EC screenshot is attached.

Attachment(s):
EPOS - BTD 800.jpg - https://eposaudio.zendesk.com/attachments/token/LOeANHJhfKxH4nNs3xQAWhDfj/?name=EPOS+-+BTD+800.jpgEPOS - SDW 5 BS (1).jpg - https://eposaudio.zendesk.com/attachments/token/uKFYYcsHr9GzkZHrhRbW6NrbD/?name=EPOS+-+SDW+5+BS+%281%29.jpgEPOS - SDW 5 BS (2).jpg - https://eposaudio.zendesk.com/attachments/token/BZjG7H7vqHP8VY1FUj1xvhU4l/?name=EPOS+-+SDW+5+BS+%282%29.jpgEPOS - SDW 5 BS (3).jpg - https://eposaudio.zendesk.com/attachments/token/UpHia2TzSMZKgmxrJ9C2tFjTy/?name=EPOS+-+SDW+5+BS+%283%29.jpgEPOS - SDW 60.jpg - https://eposaudio.zendesk.com/attachments/token/HllLSbNugkbhnrPjvXdTxMGl0/?name=EPOS+-+SDW+60.jpgEPOS - softphone.jpg - https://eposaudio.zendesk.com/attachments/token/NluqMX5AHbySS2HlCzAOjMcQb/?name=EPOS+-+softphone.jpg

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Anupam Tiwari, Oct 8, 2021, 8:34 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**Company Name**: SykesIT
**Contact person**: Robert Sykes
**Email**: [email-masked]
**Product name**: SDW 5066
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Samsung S21 / PC
**Issue**: Hiss Noise A-side whenever user is engaging Microphone.
- User got new headset from eBay reseller.
- Informed user about warranty process for eBay purchases.

**Troubleshooting**: please try following troubleshooting:
- Please visit How to update firmware, please share screenshot of EPOS connect home page and settings all sub-menu.
- Please visit How to factory reset the IMPACT SDW? and review SDW reset picture.
- Please visit How to reset BTD 800 Series.
- Even tried to re-pair HS with BS - still issue persists
- EC screenshot is attached.
- Cross tested on Multiple PC, deskphone and mobile.

**Current status**: L2 to review

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Robert Sykes, Oct 8, 2021, 8:30 UTC

I have done.

Originally tested on clients pc, deskphone and mobile.

Then when no luck tested on my pc and mobile with same result.

Thanks

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Anupam Tiwari, Oct 8, 2021, 8:16 UTC (private)

**_NEXT ACTION_**

**What**: cross test the devices
**Who**: Robert
**When**: 12/10/2021

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Anupam Tiwari, Oct 8, 2021, 8:16 UTC

Dear Robert,

Thank you for your response, referring to your support ticket number 177809.

As per your issue, could you please cross test on different PC / Laptop / Mobile, just to isolate any issue with environment.

Looking forward to your response. We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Anupam Tiwari, Oct 8, 2021, 8:13 UTC (private)

Total Duration 8
Disposition : Attempting Contact
Description:  Got VM  
URL:

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Temistocles Valdes, Oct 7, 2021, 16:09 UTC (private)

**_LEVEL 2 TRANSFER TO LEVEL 1_**

**Company Name**: SykesIT
**Contact person**: Robert Sykes
**Email**: [email-masked]
**Product name**: SDW 5066 FW:1.8.42
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Samsung S21 / PC
**Issue**: Hiss Noise A-side whenever user si engaging Microphone.
- User got new headset from eBay reseller.
- Informed user about warranty process for eBay purchases.

**Troubleshooting**: please try following troubleshooting:
- Please visit How to update firmware, please share screenshot of EPOS connect home page and settings all sub-menu.
- Please visit How to factory reset the IMPACT SDW? and review SDW reset picture.
- Please visit How to reset BTD 800 Series.
- Even tried to re-pair HS with BS - still issue persists
- EC screenshot is attached.

**Current status**: cross test the devices to confirm where the fault lies.

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Anupam Tiwari, Oct 7, 2021, 15:54 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**Company Name**: SykesIT
**Contact person**: Robert Sykes
**Email**: [email-masked]
**Product name**: SDW 5066 FW:1.8.42
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Samsung S21 / PC
**Issue**: Hiss Noise A-side whenever user si engaging Microphone.
- User got new headset from eBay reseller.
- Informed user about warranty process for eBay purchases.

**Troubleshooting**: please try following troubleshooting:
- Please visit How to update firmware, please share screenshot of EPOS connect home page and settings all sub-menu.
- Please visit How to factory reset the IMPACT SDW? and review SDW reset picture.
- Please visit How to reset BTD 800 Series.
- Even tried to re-pair HS with BS - still issue persists
- EC screenshot is attached.

**Current status**: L2 to review

Attachment(s):
EPOS - BTD 800.jpg - https://eposaudio.zendesk.com/attachments/token/NNu3TjIwtd4GfBmx9OMuL9mqe/?name=EPOS+-+BTD+800.jpgEPOS - SDW 5 BS (1).jpg - https://eposaudio.zendesk.com/attachments/token/OAyiOePoWT0Ok72g0NqfHbDOb/?name=EPOS+-+SDW+5+BS+%281%29.jpgEPOS - SDW 5 BS (2).jpg - https://eposaudio.zendesk.com/attachments/token/hQQblX6wHnfOWnzTBPvpqDohJ/?name=EPOS+-+SDW+5+BS+%282%29.jpgEPOS - SDW 5 BS (3).jpg - https://eposaudio.zendesk.com/attachments/token/qgPnLufSD7Tpy1Qalcoxw5Jhk/?name=EPOS+-+SDW+5+BS+%283%29.jpgEPOS - SDW 60.jpg - https://eposaudio.zendesk.com/attachments/token/83LAfz9AgcWRo2bDhqlaap7wp/?name=EPOS+-+SDW+60.jpgEPOS - softphone.jpg - https://eposaudio.zendesk.com/attachments/token/AOcUMLmMknOAgBMMon8VvP9p2/?name=EPOS+-+softphone.jpg

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Anupam Tiwari, Oct 7, 2021, 15:45 UTC

Dear Robert,

Thank you for your response, referring to your support ticket number 177809.

We will investigate and will reply to you asap.

Thank you for your patience and understanding.

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Anupam Tiwari, Oct 7, 2021, 15:44 UTC (private)

 ![](https://v2uploads.zopim.io/F/F/z/FFz5p23LXhBsIdiTveJ8igc6f4zEqWek/f501ef0734f40620b745a0557dab568d35d7926d.jpg)

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Robert Sykes, Oct 7, 2021, 15:18 UTC (private)

Chat ended: 2021-10-07 03:18 PM UTC

Name: Robert Sykes
Email: [email-masked]
Phone: -
Notes: -

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Robert Sykes, Oct 7, 2021, 15:01 UTC

Hi here are the screen shots of the EPOS settings.

** **

**Tel** : 07982811695

![Description: Description: email](https://eposaudio.zendesk.com/attachments/token/0rimHjaY2cf61eZq4XOhJQ8oV/?name=image002.jpg)

**Sykes IT**

www.sykesit.co.uk

56 William Street, Crosland Moor, Huddersfield HD4 5RT

This email is sent for and on behalf of Sykes IT.

Disclaimer & Confidentiality Notice

This message, together with any attachments, may contain privileged and / or confidential information and is intended solely for the use of the individual or organisation to which it is addressed. Email transmission cannot be guaranteed to be secured or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version.  If you received this message in error, please notify the originator immediately. If you are not the intended recipient, you should not use, copy, alter, or disclose the contents of this message and delete the material from any computer media on which it exists.  Information or opinions expressed in this message and/or any attachments are not necessarily those of Sykes IT or its divisions.

Attachment(s):
EPOS - softphone.jpg - https://eposaudio.zendesk.com/attachments/token/pnONKNsSRQ8S3ujTOrXnYCX4H/?name=EPOS+-+softphone.jpgEPOS - SDW 5 BS (2).jpg - https://eposaudio.zendesk.com/attachments/token/Vy82Dh1wIMQioN3t8KGg3m837/?name=EPOS+-+SDW+5+BS+%282%29.jpgEPOS - SDW 5 BS (3).jpg - https://eposaudio.zendesk.com/attachments/token/zy5p5l90QOMqhVKErkID71986/?name=EPOS+-+SDW+5+BS+%283%29.jpgEPOS - SDW 5 BS (1).jpg - https://eposaudio.zendesk.com/attachments/token/lRnvNG4qYwOmPMwlTXWy6izT5/?name=EPOS+-+SDW+5+BS+%281%29.jpgEPOS - SDW 60.jpg - https://eposaudio.zendesk.com/attachments/token/tKx0PyWDHXYbfehKvf2ZstcRW/?name=EPOS+-+SDW+60.jpgEPOS - BTD 800.jpg - https://eposaudio.zendesk.com/attachments/token/plUhdXH5ivJrogxBPAL5yBaB2/?name=EPOS+-+BTD+800.jpg

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Robert Sykes, Oct 7, 2021, 14:57 UTC (private)

(02:23:21 PM) Robert Sykes: Hi Done all those and still having issue
(02:24:03 PM) *** Anupam Tiwari joined the chat ***
(02:24:27 PM) Anupam Tiwari: Welcome back.
(02:24:56 PM) Anupam Tiwari: Please check your email, try to reset your dongle as well
(02:24:59 PM) Robert Sykes: Visitor uploaded: EPOS.jpg
URL: https://v2uploads.zopim.io/F/F/z/FFz5p23LXhBsIdiTveJ8igc6f4zEqWek/f501ef0734f40620b745a0557dab568d35d7926d.jpg
Type: image/jpeg
Size: 120205
(02:25:21 PM) Robert Sykes: I am now connected to my pc.
(02:26:07 PM) Anupam Tiwari: https://eposaudio.zendesk.com/hc/en-us/articles/360043579854-How-to-reset-BTD-800-Series?source=search&auth_token=eyJhbGciOiJIUzI1NiJ9.eyJhY2NvdW50X2lkIjo5Njc4OTMsInVzZXJfaWQiOjEyNjYyNzM1NTg4ODksInRpY2tldF9pZCI6MTc3ODA5LCJjaGFubmVsX2lkIjo2MywidHlwZSI6IlNFQVJDSCIsImV4cCI6MTYzNjIwNzk2N30.q4Z0TOpnEfBcD5te06hoYLY1ZDJakwBMBCN678wKLsM
(02:26:07 PM) Robert Sykes: So as soon as I go to my sound settings and the microphone is active I get a hiss and red light on the headset.
(02:26:35 PM) Anupam Tiwari: is there a phone number I can call you ?
(02:26:51 PM) Robert Sykes: 07982811695
(02:28:10 PM) Robert Sykes: uk so +44
(02:55:33 PM) Anupam Tiwari: As discussed, please share screenshot o email.
(02:55:39 PM) Anupam Tiwari: Thank you for choosing our website. Please feel free to contact us anytime if you need further assistance. Have a nice day! Goodbye.
(02:57:13 PM) *** Anupam Tiwari left the chat ***

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Anupam Tiwari, Oct 7, 2021, 14:55 UTC (private)

Total Duration 1606
Disposition : Successful Call
Description:    
URL:

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Anupam Tiwari, Oct 7, 2021, 14:24 UTC

Dear Robert,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 177809** for your inquiry.

We are sorry to hear that you are experiencing problems with SDW 5066 headset.

As per your issue, please try following troubleshooting:
- Please visit How to update firmware, please share screenshot of EPOS connect home page and settings all sub-menu.
- Please visit How to factory reset the IMPACT SDW? and review SDW reset picture.
- Please visit How to reset BTD 800 Series.

Please be informed eBay products aren't covered under warranty, please review EPOS Warranty Policy.

To help you with troubleshooting, we have attached user guide for your reference.

Please reply with further query or shall we close this ticket for now ?

We hope this information will help you, Looking forward to your response.

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

Attachment(s):
SDW Series.pdf - https://eposaudio.zendesk.com/attachments/token/YdpjAez9aE7efyY3Yy373pY9M/?name=SDW+Series.pdf

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Robert Sykes, Oct 7, 2021, 14:15 UTC (private)

Chat started: 2021-10-07 01:59 PM UTC

(01:59:35 PM) Robert Sykes: Hi I have an SDW 5066 and when the microphone is active all I can hear is a loud hissing noise.
(01:59:42 PM) Customer Service: Thanks for your message, please wait a moment while our agents attend to you.
(02:00:10 PM) *** Anupam Tiwari joined the chat ***
(02:00:25 PM) Anupam Tiwari: Welcome to EPOS live chat. Let me read your message to help you further.
(02:00:56 PM) Anupam Tiwari: Could you please share more details about your setup ?
(02:01:05 PM) Anupam Tiwari: What is model of deskphone ?
(02:01:22 PM) Anupam Tiwari: or If you are using with Softphone, please state model
(02:02:15 PM) Robert Sykes: I am getting the issue when connected to pc and Bluetooth. I have tried connecting to my S21 and when i make a call loud hiss.
(02:02:44 PM) Anupam Tiwari: Did you update firmware to Latest version, Please share screenshot of EPOS connect home page
(02:03:16 PM) Anupam Tiwari: Also please share screenshot of EPOS connect settings page including all submenu
(02:03:52 PM) Anupam Tiwari: Please visit https://eposaudio.zendesk.com/hc/en-us/articles/360042624513-How-to-update-firmware
(02:03:52 PM) Robert Sykes: It did before I updated.
(02:04:22 PM) Robert Sykes: Went to headsetup pro and updated.
(02:04:42 PM) Anupam Tiwari: Headsetup pro is not right application, please uninstall it completely
(02:04:49 PM) Anupam Tiwari: It may brick your headset
(02:05:08 PM) Robert Sykes: But says that in the instructions.
(02:05:53 PM) Anupam Tiwari: After uninstalling headsetup pro please go to C:\ProgramData or C:\Program Files (x86) and delete the Sennheiser folder completely and Then restart your PC.
(02:06:04 PM) Anupam Tiwari: After restart install EPOS connect and update firmware
(02:07:15 PM) Robert Sykes: Ok will try that. Would you be able to confirm if this is under warranty in case there is an issue otherwise will have to return. Serial 0469013954
(02:07:44 PM) Anupam Tiwari: We will need proof of purchase to check about warranty
(02:07:56 PM) Anupam Tiwari: all our headsets have 2 years of warranty since purchase
(02:08:06 PM) Robert Sykes: I purchased off Ebay from a seller.
(02:08:17 PM) Anupam Tiwari: After firmware update ,please reset once , visit https://eposaudio.zendesk.com/hc/en-us/articles/1500000046082-How-to-factory-reset-the-IMPACT-SDW-
(02:08:23 PM) Anupam Tiwari: https://eposaudio.zendesk.com/hc/en-us/articles/360008534594-SDW-reset-picture
(02:08:39 PM) Anupam Tiwari: Ebay products aren't covered under warranty
(02:08:53 PM) Robert Sykes: Ok will try this first.
(02:09:38 PM) Anupam Tiwari: Please review EPOS Warranty Policy: https://eposaudio.zendesk.com/hc/en-us/categories/360002165953-Warranty-Policies
(02:09:53 PM) Anupam Tiwari: Is there anything else I can assist you with?
(02:10:04 PM) Robert Sykes: no thanks
(02:10:26 PM) Anupam Tiwari: You are most welcome!
(02:10:33 PM) Anupam Tiwari: Thank you for choosing our website. Please feel free to contact us anytime if you need further assistance. Have a nice day! Goodbye.
(02:15:58 PM) *** Anupam Tiwari left the chat ***

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Robert Sykes, Oct 7, 2021, 14:00 UTC (private)

Chat started: 2021-10-07 01:59 PM UTC
Served by: Anupam Tiwari

IP: 81.108.144.56
User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/94.0.4606.61 Safari/537.36
Country: United Kingdom
City: Huddersfield
URL: https://eposaudio.zendesk.com/hc/en-us

Chat ID: 2110.967893.SlAAnAoyfQ5kV

The chat transcript will be appended when the agent or visitor leaves the chat.

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