Subject: SDW 5016, Deskphone via HSL 10 II, Echo in speakers
From: EPOS Global Support <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, AJ Hurry <[email-masked]>, Temistocles Valdes <[email-masked]>
Date: Fri, 19 Feb 2021 11:11:51 +0000

##- Please type your reply above this line -##

You are registered as a CC on this support request (127601). Reply to this email to add a comment to the request.

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Ismael Zakaria, Feb 19, 2021, 11:11 UTC (private)

**_NEXT ACTION_**

**What**: Customer to confirm availability
**Who**:  Bruno
**When**: 24/02/2021

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Ismael Zakaria, Feb 19, 2021, 11:11 UTC

Dear Bruno,

I hope you're well.

We are arranging a call for you. Could you tell us what time could be suitable for your to get a call ?

We look forward to hearing from you.

Best regards,
AJ Hurry
EPOS Global Support

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Bruno Lavoie, Feb 18, 2021, 20:37 UTC

Did you receive the picture how the system was connected ?

**Bruno Lavoie,** Propriétaire

**Stereo+ Mont-Laurier**

249, rue de la Madone, Mont-Laurier, J9L 1R3

Téléphone : 1-819-623-7414

Fax : 1-819-623-7452

www.stereoplus.com

![Stereo+_MontLaurier_logo_courriel](https://eposaudio.zendesk.com/attachments/token/jhovJi9otNRecVBN1AeAcfJrg/?name=image001.jpg)

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** 15 février 2021 14:08
**À :** Bruno Lavoie <[email-masked]>
**Objet :** [EPOS] Re: SDW 5016, Deskphone via HSL 10 II, Echo in speakers

![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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Pritish Nandi, Feb 18, 2021, 6:13 UTC (private)

Hi **Ismael Zakaria**​ - Please call this customer.

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AJ Hurry, Feb 16, 2021, 19:34 UTC (private)

**Pritish Nandi**​ please assign this to a French agent to call the customer. End user does not seem to be providing the information needed for troubleshooting the situation.

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Bruno Lavoie, Feb 15, 2021, 20:05 UTC

Hi

Here the picture.

**Bruno Lavoie,** Propriétaire

**Stereo+ Mont-Laurier**

249, rue de la Madone, Mont-Laurier, J9L 1R3

Téléphone : 1-819-623-7414

Fax : 1-819-623-7452

www.stereoplus.com

![Stereo+_MontLaurier_logo_courriel](https://eposaudio.zendesk.com/attachments/token/PsKQoSdr0KVgzOvADjgtf0iMx/?name=image001.jpg)

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** 15 février 2021 14:08
**À :** Bruno Lavoie <[email-masked]>
**Objet :** [EPOS] Re: SDW 5016, Deskphone via HSL 10 II, Echo in speakers

![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

Attachment(s):
Resized_2001.jpg - https://eposaudio.zendesk.com/attachments/token/T2TH2ZbaRVGUaiUPlFcgFFevp/?name=Resized_2001.jpgResized_2_1001.jpg - https://eposaudio.zendesk.com/attachments/token/dW8GNiPeUj5RJwXKZe9C39YR8/?name=Resized_2_1001.jpgResized_2_2001.jpg - https://eposaudio.zendesk.com/attachments/token/XsSBKBdnVLCiwrqBeLbSQRAWY/?name=Resized_2_2001.jpgResized_2_3001.jpg - https://eposaudio.zendesk.com/attachments/token/C1KAIP7NGTGSd5FF6uk6NB5qK/?name=Resized_2_3001.jpg

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AJ Hurry, Feb 15, 2021, 19:08 UTC (private)

**_NEXT ACTION_**

**What**: Customer to respond if any further assistance is needed.
**Who**: Bruno Lavoie
**When**: 19/02/2021​

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AJ Hurry, Feb 15, 2021, 19:08 UTC

Dear Bruno,

I hope you're well. We're just following up with you, since we haven't heard back.

Please let us know if there is anything else we can help you with - would you like to proceed with the troubleshooting?

We look forward to hearing from you.

Best regards,
AJ Hurry
EPOS Global Support

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Temistocles Valdes, Feb 12, 2021, 13:27 UTC (private)

**_CASE SUMMARY_**

**Company Name**: GLC AUDIO VIDEO / STEREO PLUS MONT-LAURIER
**Contact person**: Bruno Lavoie
**Email**: [email-masked]
**Product name**: SDW 5016
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Deskphone via HSL 10 II
**Issue**: Echo in speakers
**Current status**: Replied to end user in under 600 seconds.  Advised him we are standing by on how he would like to proceed.  End user does not seem to be providing the information needed for troubleshooting the situation.  Reviewing the ticket and previous ticket to determine what happened.

**_NEXT ACTION_**

**What**: Follow up with end user if no response is received.
**Who**: Temistocles Valdes
**When**: 16/02/2021​

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Temistocles Valdes, Feb 12, 2021, 13:23 UTC

Hi Bruno,

We would love to complete the troubleshooting process however, if you feel that replacing the headset for your client is the most expedient means of resolving the situation, I understand.  Please - ensure you client is happy.  I did see that AJ has requested to verify the settings on the device in an attempt to assist you, Let us know how you would like to proceed.

Kind regards,

**Temistocles Valdes**
**EPOS Global Support**

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Bruno Lavoie, Feb 12, 2021, 13:17 UTC

Hi.

The headset atm don’t work anymore. Can you do something or I will replace the headset because my client need it for work.

**Bruno Lavoie,** Propriétaire

**Stereo+ Mont-Laurier**

249, rue de la Madone, Mont-Laurier, J9L 1R3

Téléphone : 1-819-623-7414

Fax : 1-819-623-7452

www.stereoplus.com

![Stereo+_MontLaurier_logo_courriel](https://eposaudio.zendesk.com/attachments/token/amwDd628MGoaxAeN4eGZWKY4u/?name=image001.jpg)

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** 11 février 2021 12:49
**À :** Bruno Lavoie <[email-masked]>
**Objet :** [EPOS] Re: SDW 5016, Deskphone via HSL 10 II, Echo in speakers

![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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AJ Hurry, Feb 11, 2021, 17:50 UTC (private)

**_NEXT ACTION_**

**What**: Customer to confirm connection settings
**Who**: Bruno Lavoie
**When**: 16/02/2021​

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AJ Hurry, Feb 11, 2021, 17:49 UTC

Dear Bruno,

Thank you for bearing with us. Could you confirm the following, please?

1. How is the headset connected to the phone (via the headset port or handset port)?
2. What is the ABC switch set to?

We look forward to hearing from you.

Best regards,
AJ Hurry
EPOS Global Support

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Matthew Broadley, Feb 11, 2021, 0:39 UTC (private)

**AJ Hurry**​ Can you please check:
1. How the headset is connected to the phone (via the headset port or handset port).
2. Check ABC switch.

After the above please assign to **Temistocles Valdes**​.

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AJ Hurry, Feb 10, 2021, 21:56 UTC (private)

**_NEXT ACTION_**

**What**: L2 to review
**Who**: L2
**When**: 13/02/2021​

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AJ Hurry, Feb 10, 2021, 21:55 UTC (private)

**_CASE SUMMARY_**

**Company Name**: GLC AUDIO VIDEO / STEREO PLUS MONT-LAURIER
**Contact person**: Bruno Lavoie
**Email**: [email-masked]
**Product name**: SDW 5016
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Deskphone via HSL 10 II
**Issue**: Echo in speakers
**Current status**:
- Reseller reports echo in speakers
- SDW 5016 replaced on 113171
- Issue persists after adjusting mic volume to the point where the other side can't hear the caller
- Reseller has shared EC logs and system info
- Deskphone is a Panasonic KX-TGF350C

**Next**:
L2 to review

Attachment(s):
send logs.zip - https://eposaudio.zendesk.com/attachments/token/ABCi3P94pe9C6E4WbM5kPhoLm/?name=send+logs.zipinfo32.nfo - https://eposaudio.zendesk.com/attachments/token/6x0zVRXLWCf1guN08JEnSYldx/?name=info32.nfo

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AJ Hurry, Feb 10, 2021, 21:54 UTC

Dear Bruno,

Thank you for the details. bearing with us. We're investigating now, and will have an update for you shortly.

Best regards,
AJ Hurry
EPOS Global Support

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Bruno Lavoie, Feb 9, 2021, 20:41 UTC

Hi

For model : Panasonic, #modèle KX-TGF350C

For the adjust mic, it’s was the first thing we try. Was set up to 4, work well until this not working fine. Try to lower, yes seem to be less echo but we need to put it to 1 and the other person on call was not earing.

**Bruno Lavoie,** Propriétaire

**Stereo+ Mont-Laurier**

249, rue de la Madone, Mont-Laurier, J9L 1R3

Téléphone : 1-819-623-7414

Fax : 1-819-623-7452

www.stereoplus.com

![Stereo+_MontLaurier_logo_courriel](https://eposaudio.zendesk.com/attachments/token/DmjbmwimXrM1gydGtlM9B7fLw/?name=image001.jpg)

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** 9 février 2021 11:34
**À :** Bruno Lavoie <[email-masked]>
**Objet :** [EPOS] Re: SDW 5016, Deskphone via HSL 10 II, Echo in speakers

![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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AJ Hurry, Feb 9, 2021, 16:34 UTC (private)

**_NEXT ACTION_**

**What**: Reseller to confirm deskphone make and model, and adjust mic volume on BS
**Who**: Bruno Lavoie
**When**: 12/02/2021​

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AJ Hurry, Feb 9, 2021, 16:33 UTC

Dear Bruno,

Thank you for bearing with us. Could you get the customer to try adjusting the mic volume on the basestation, please?

Please also confirm the make and model of the deskphone they're using.

Best regards,
AJ Hurry
EPOS Global Support

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Matthew Broadley, Feb 9, 2021, 0:35 UTC (private)

Please adjust the mic volume. Please gather the full environment (desk phone make and model).

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AJ Hurry, Feb 8, 2021, 20:03 UTC (private)

**_NEXT ACTION_**

**What**: L2 to review
**Who**: L2
**When**: 12/02/2021​

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AJ Hurry, Feb 8, 2021, 20:02 UTC (private)

**_CASE SUMMARY_**

**Company Name**: GLC AUDIO VIDEO / STEREO PLUS MONT-LAURIER
**Contact person**: Bruno Lavoie
**Email**: [email-masked]
**Product name**: SDW 5016
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Deskphone via HSL 10 II
**Issue**: Echo in speakers
**Current status**:
- Reseller reports echo in speakers
- SDW 5016 replaced on 113171
- Reseller has shared EC logs and system info

**Next**:
L2 to review

Attachment(s):
send logs.zip - https://eposaudio.zendesk.com/attachments/token/IFWaVUgjx8t7GVu9eGnmtwZuq/?name=send+logs.zipinfo32.nfo - https://eposaudio.zendesk.com/attachments/token/oXuBpz0VTu0UcFUeY77YS8kGO/?name=info32.nfo

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AJ Hurry, Feb 8, 2021, 20:00 UTC

Dear Bruno,

Thank you for the files. We're investigating now, and will have an update for you shortly.

Best regards,
AJ Hurry
EPOS Global Support

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Bruno Lavoie, Feb 8, 2021, 14:15 UTC

There is

**Bruno Lavoie,** Propriétaire

**Stereo+ Mont-Laurier**

249, rue de la Madone, Mont-Laurier, J9L 1R3

Téléphone : 1-819-623-7414

Fax : 1-819-623-7452

www.stereoplus.com

![Stereo+_MontLaurier_logo_courriel](https://eposaudio.zendesk.com/attachments/token/6aNdX1HVttz8dWcT8q3cm4alv/?name=image001.jpg)

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** 4 février 2021 11:08
**À :** Bruno Lavoie <[email-masked]>
**Objet :** [EPOS] Re: SDW 5016, Deskphone via HSL 10 II, Connection being lost

![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

Attachment(s):
info32.nfo - https://eposaudio.zendesk.com/attachments/token/Ior1T3zlpFLerSGzrvw2cKeC3/?name=info32.nfosend logs.zip - https://eposaudio.zendesk.com/attachments/token/Bo1D9A3cNiHoVTQQezlC8eeOi/?name=send+logs.zip

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AJ Hurry, Feb 4, 2021, 16:09 UTC (private)

**_NEXT ACTION_**

**What**: Reseller to share EC logs and system info
**Who**: Bruno Lavoie
**When**: 09/02/2021​

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AJ Hurry, Feb 4, 2021, 16:09 UTC (private)

**_CASE SUMMARY_**

**Company Name**: GLC AUDIO VIDEO / STEREO PLUS MONT-LAURIER
**Contact person**: Bruno Lavoie
**Email**: [email-masked]
**Product name**: SDW 5016
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Deskphone via HSL 10 II
**Issue**: Echo in speakers
**Current status**:
- Reseller reports echo in speakers
- SDW 5016 replaced on https://eposaudio.zendesk.com/agent/tickets/113171

**Next**:
Reseller to share EC logs and system info

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AJ Hurry, Feb 4, 2021, 16:08 UTC

Dear Bruno,

Thank you for contacting EPOS Global Support. Please accept our sincere apologies for the delay in getting back to you. For your convenience we have created a **support ticket number 127601** for your inquiry.

We're very sorry to hear about the issues your customer has been experiencing with the replacement SDW 5016. In order to troubleshoot the issue, could you share the following, please?

**I. The log files of your EPOS Connect software. Please follow the instructions below:**

1. Open the EPOS Connect Application
2. Select "Options > Help > Send Logs"
3. The application will now automatically generate an email with a *.zip file, or you will be prompted to save the file.
4. Save the *.zip archive on your computer and attach the file to this email chain to send to us.

**II. The system information. To obtain a System Information file (NFO):**

1. On the keyboard, hold down the WINDOWS key and then hit R.
2. In the Run window, type MSINFO32 and then click OK.
3. In the System Information window, click the File menu and then Save.
4. Set the desired folder to save to, enter any file name, and then click Save.
5. Locate the saved .nfo file and attach it to the support ticket

Note: An alternative to using the WINDOWS-R key and Run window is to type MSINFO32 into the Windows Start menu, or specifically into the search field in the Start menu (Windows 7), or at the Start screen (Windows 8).

Please let us know how it goes. We look forward to hearing from you.

Best regards,
AJ Hurry
EPOS Global Support

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Bruno Lavoie, Feb 3, 2021, 14:21 UTC

This is a follow-up to your previous request #113171 "SDW 5016, Deskphone via HSL..."

Hi

My customer call me back about the replacement. He doing something wrong. They hear echo in the headphones. We try to update the system, and also to adjust the sensitivity of the mic but nothing. If have start to do that Monday and since, nothing get better.

**Bruno Lavoie,** Propriétaire

**Stereo+ Mont-Laurier**

249, rue de la Madone, Mont-Laurier, J9L 1R3

Téléphone : 1-819-623-7414

Fax : 1-819-623-7452

www.stereoplus.com

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** 8 décembre 2020 02:10
**À :** Bruno Lavoie <[email-masked]>
**Objet :** [EPOS] Re: SDW 5016, Deskphone via HSL 10 II, Connection being lost

![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

Attachment(s):
image001.jpg - https://eposaudio.zendesk.com/attachments/token/0yMfsp6ymwJ1Wdr2ChFhEDveG/?name=image001.jpg

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