Subject: SDW 5015, DT400 DTZ(XD)W-2Y(WH), B-side is not working
From: EPOS Global Support <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, Marika Fujita <[email-masked]>
Date: Tue, 18 May 2021 05:09:42 +0000

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Daisuke Murata, May 18, 2021, 5:09 UTC (private)

**_CLOSING STATEMENT_**

**Problem**: 10 sets of SDW5015 not working simultaneously in the office
**Solution**: Sales closed the discussion by having those units to be returned to us as fundamentally the issue shall not be resolved. (SDW availability issue in Japan)

Closing case.

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Kensuke Kamata (KKKA), May 18, 2021, 4:42 UTC

藤田さん

お疲れ様です。

こちら回答が遅くなり申し訳ございません。

結果としまして、製品を返品してもらうことになりました。

問題は改善出来ず、これ以上のメーカー側でも対応が難しくなった為になります。

色々と対応いただきありがとうございました。

その為、このチケットは1度クローズいただけますでしょうか。

よろしくお願いいたします。

**鎌田健輔**

セールスマネージャー　エンタープライズソリューションズ

M 090 4911 9507

![](https://eposaudio.zendesk.com/attachments/token/4S03f4pFvPSnC1zKGU5LAQZxn/?name=image001.png)

EPOS Japan株式会社

〒212-0013神奈川県川崎市幸区堀川町580ソリッドスクエア西館16F

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HPhttps://www.eposaudio.com/en/jp/enterprise

**From:** EPOS Global Support <[email-masked]>
**Sent:** Thursday, May 6, 2021 10:41 AM
**To:** Kensuke Kamata (KKKA) <[email-masked]>
**Subject:** [EPOS] Re: SDW 5015, DT400 DTZ(XD)W-2Y(WH), B-side is not working

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Your request (129046) has been updated. To add additional comments, reply to this email.

**Marika Fujita** (EPOS Enterprise)

2021/05/06 1:41 UTC

EPOS Japan
鎌田さん

いつもお世話になります。EPOSグローバルサポートの藤田でございます。

こちら何かアップデートはございますでしょうか。
恐れ入りますが、ご確認の程どうぞよろしくお願い致します。

EPOSグローバルサポート
藤田

Click here to view the full ticket: eposaudio.zendesk.com/hc/requests/129046

本メールはEPOS Enterpriseから送信されています。

[89RYDW-65WM]

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Daisuke Murata, May 14, 2021, 2:08 UTC (private)

**Pritish Nandi**​  Thank you for redirecting the case to myself.
Those units have already been sent to India and being tested.

**_CASE SUMMARY_**

**Company Name**: EPOS Japan
**Contact person**: Kensuke Kamata (KKKA)
**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 sent 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)
- I informed the setting as per Vamsy's advice and to see the issue is still persisting
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.
- units sent to India and now they are under test.

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Pritish Nandi, May 13, 2021, 14:18 UTC (private)

**Marika Fujita**​ - Ignore the previous notes.

Hi **Daisuke Murata**​ - This is a very old ticket in L1 queue. Can you please check with Kamata San and follow up further.

Thank you.

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Pritish Nandi, May 13, 2021, 14:12 UTC (private)

Can you check with Kamata san Via Teams and advise him that we are waiting on this ticket which is opened for long.

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Marika Fujita, May 12, 2021, 8:39 UTC (private)

**Ticket is over 30 days old.**

**Current status:**

**Issue replicated** Y
**Setup is available** Y
**Product Expert consulted** Y
**Unresponsive customer** Y
**Quality issue** Y

**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 sent 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)
- I informed the setting as per Vamsy's advice and to see the issue is still persisting
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.

**Next:**
Waiting for update from Kamata san.

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Marika Fujita, May 12, 2021, 7:45 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)
- I informed the setting as per Vamsy's advice.
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.

**Next:**
Waiting for update from Kamata san.

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Marika Fujita, May 6, 2021, 1:41 UTC (private)

**_NEXT ACTION_**

**What**: Follow up
**Who**: Kamata
**When**: 11/05/2021

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Marika Fujita, May 6, 2021, 1:41 UTC

EPOS Japan
鎌田さん

いつもお世話になります。EPOSグローバルサポートの藤田でございます。

こちら何かアップデートはございますでしょうか。
恐れ入りますが、ご確認の程どうぞよろしくお願い致します。

EPOSグローバルサポート
藤田

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Marika Fujita, Mar 15, 2021, 0:21 UTC (private)

**_NEXT ACTION_**

**What**: 1st follow up
**Who**: Kamata
**When**: 18/03/2021

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Marika Fujita, Mar 15, 2021, 0:21 UTC

EPOS Japan
鎌田さん

いつもお世話になります。EPOSグローバルサポートの藤田でございます。

先日お送り致しましたメールはご確認頂けましたでしょうか。
また、すでにお客様の方でテストはされておりますでしょうか。

状況について教えていただければ幸いです。

お忙しいところ恐れ入りますが、ご確認の程どうぞよろしくお願いいたします。

EPOSグローバルサポート
藤田

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Marika Fujita, Mar 10, 2021, 4:24 UTC (private)

**_NEXT ACTION_**

**What**: I informed the setting as per Vamsy's advice. Waiting for update from Kamata san.
**Who**: Kamata
**When**: 15/03/2021

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Marika Fujita, Mar 10, 2021, 4:23 UTC

EPOS Japan
鎌田さん

お世話になります。EPOSグローバルサポートの藤田でございます。
別途Vamsyからもメールがあったかと思いますが、チケット番号129046の件でご連絡致しました。

Vamsy側でお送り頂いたヘッドセットを使ってTeamsでテストを行ったそうですが、特に問題は無かったとのことです。
やはり、密度の問題ではないかとのことですが、お客様に下記の設定に変更頂き、
同じ事象が発生するかご確認頂けますでしょうか。

1. DIP switch 3 下 (短距離)
2. DIP switch 4 上 (手動フック)
3. DIP switch 5 下 (ナローバンド)

この設定は、高密度の環境または日本の様にDECT帯域幅が制限されている場合に、
SDWで推奨している設定だそうです。

恐れ入りますが、テスト後お客様からのフィードバックをご報告頂ければと思います。
もし、同じ事象が発生する様であれば、通話中に声がずっと聞こえないのか、
または、数秒すると聞こえるようになるのかも教えて頂けますでしょうか。

お手数をおかけしますが、ご確認の程どうぞよろしくお願いいたします。

EPOSグローバルサポート
藤田

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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)

----------------------------------------------

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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