Subject: GSP 670, PC, Randomly Disconnect
From: EPOS Global Support <[email-masked]>
Cc: Pritish Nandi <[email-masked]>
Date: Fri, 04 Jun 2021 23:56:52 +0000

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

You are registered as a CC on this support request (152020). Reply to this email to add a comment to the request.

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Pradeep Verma, 5 Jun 2021, 01:56 CEST (private)

**Pritish Nandi**​ we sent the dongle only but issue still persists with new dongle

**_NEXT ACTION_**
**What**: Request sent to L2
**Who**: L2

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Pradeep Verma, 5 Jun 2021, 01:54 CEST

Dear Charles,

Thank you for your response.

Please ignore automated emails from Zendesk. Please accept my apologies for the delay. However, your request is in progress and we will get back to you as soon as we receive an update from our warranty team.

Your kind cooperation would be highly appreciated.

We wish you a nice day!

Best regards,
Pradeep
EPOS Global Support

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Charles, 5 Jun 2021, 00:40 CEST

"Could you please provide us with the requested information so that we can assist you further."

What is the Requested information?

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Pritish Nandi, 3 Jun 2021, 08:33 CEST (private)

We are unable to replace the headset as it has nothing to do with the headset. It is an environmental issue which the customer needs to fix himself. We did send him a new HS last time just to eliminate if it is an issue with HS. But if it is happening again with a new one then it is not HS or dongle.

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Pradeep Verma, 2 Jun 2021, 23:38 CEST (private)

**_NEXT ACTION_**

**What**: Request sent to L2
**Who**: L2
**When**: 07/06/2021

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Pradeep Verma, 2 Jun 2021, 23:37 CEST

Dear Charles,

Thank you for your response.

I sincerely apologies for the inconvenience caused to you. Your request is currently being processed and we will be coming back to you shortly. In the meantime, should you have any questions feel free to reply to this email.

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 1 800 895 7412

We wish you a nice day!

Best regards,
Pradeep
EPOS Global Support

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Pradeep Verma, 2 Jun 2021, 23:27 CEST (private)

**_CASE SUMMARY_**

**Contact person**: Charles
**Email**: [email-masked]
**Product name**: GSP 670
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: randomly disconnect
**Current status**:

- GSP 670, PC, randomly disconnect
- facing same issue even with new dongle
- tried all basic troubleshooting
- HS looses connectivity while on BT connection with old / new dongle as well as with mobile phone
- did not drop or receive any shock
- running EGS v1.6
- running win 10 v21H1
- happened on both a Discord audio chat and a Zoom video call

**Last ticket  #125496 summary: **
**------------------------------------**
- GSP 670, PC, Not connecting
- re-paring done but the headset randomly disconnect from Bluetooth
- running latest firmware and software version
- tested with multiple USB ports
- it seems to happen only on the PC
- uninstalled all the unnecessary drivers; seemed like everything was ok for a few hours and then it disconnected again
- frequently disconnecting while on YouTube or zoom meetings
- running latest v20H2 for windows 10
- running latest version of firmware and EGS​ ​
- using LAN, dongle is connected to the front of the computer, so there is no LOS issue
- there are other BT components, Logitech mouse and keyboard.  But had disconnected them previously and there was no change in the issue.
- Distance between the headset and the dongle is less than 3 feet or 1 meter
- can connect directly with a USB cable - no issue with connectivity or sound
- do not have access to another computer
- other headphones on this computer
- was on a Zoom meeting only an hour ago and again the headphone disconnected
- DOP is Aug 28, 2020 through amazon

 ![](https://p27.zdusercontent.com/attachment/967893/pHhURinChlFPpauFjihAzsx84?token=eyJhbGciOiJkaXIiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..iDwTwpssBqJBHokaqbIa6A.bcg5Ej4Cl1Di3VFsyNIX8oFIyxP9Nchq06lt99pOSjFQl3KbPWxJvyw_oE9w6BDjy2baodAuudtUulQNNvoJfrsE6vGSzClFwYW3UY7Bs-aLkb44H07kmM0rWcjhxD9jlx4aAC7OqP5AdfB10Km7w-5PK1av9amjophWTNzPXW4vmOa-91yrIVicZ7WkjElIjO2nkreGeq5hgrBSEAeWgL3Rvm_uBh35qIDrdalxwU_g2hJXnymSyO9oH9Y9n-qcMIepCHF1enA8mJLeI8gW8etml6dcoHWcrLk7lsTAjUA.P4xgUZCpyn774tE0yXHUpA)

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Charles, 2 Jun 2021, 00:11 CEST

 !(https://eposaudio.zendesk.com/attachments/token/dDUXOu8kj0UTCUrZqq4LQVa8u/?name=image.png)

The same issue happened immediately.  it happened on both a Discord audio chat and a Zoom video call.  This headphone is total garbage.  After almost a year of going through this issue and constantly asking me to maintain updates and fixes, but we already know the issue is the headset.  Can't you give the courtesy of replacing the headset, this ordeal has been lingering for too long for normal customer satisfaction.  I appreciate your correspondence, but this is overly frustrating.

Thanks in advance

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Pradeep Verma, 1 Jun 2021, 20:31 CEST (private)

**_NEXT ACTION_**

**What**: diagnostic instructions provided
**Who**: Charles
**When**: 04/06/2021

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Pradeep Verma, 1 Jun 2021, 20:31 CEST

Dear Charles,

Thank you for your response.

Please update the windows as you are using old version of windows 10 v20H2 and the new one is v21H1. (Please share the screenshot after update)

https://support.microsoft.com/en-us/windows/get-the-windows-10-may-2021-update-7d20e88c-0568-483a-37bc-c3885390d212

Then reset both device and try again.

​ ![](https://eposaudio.zendesk.com/attachments/token/oX6V2CfX6ejQePpmtUPBhuFJr/?name=reset+gsp+670.PNG)​

Looking forward to your reply soon.

Have a nice day ahead.

Kind Regards,
Pradeep,
EPOS Global Support

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Pradeep Verma, 1 Jun 2021, 20:28 CEST (private)

**Current status**:
- GSP 670, PC, randomly disconnect
- facing same issue even with new dongle
- tried all basic troubleshooting
- HS looses connectivity while on BT connection with old / new dongle as well as with mobile phone
- did not drop or receive any shock
- running EGS v1.6
- running win 10 v20H2

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Charles, 31 May 2021, 00:38 CEST

 !(https://eposaudio.zendesk.com/attachments/token/2B0c9WZIxbjTY816jAu0TBODz/?name=image.png)

 !(https://eposaudio.zendesk.com/attachments/token/iTclyWRFeKdMV5cdhvrufOuJ3/?name=image.png)

On Fri, May 28, 2021 at 1:22 PM EPOS Global Support <[email-masked]> wrote:

> ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)
>
> ##- Please type your reply above this line -##
>
> Your request (152020) has been updated. To add additional comments, reply to this email.
>
> **Pradeep Verma** (EPOS Gaming)
>
> May 28, 2021, 17:22 UTC
>
> Dear Charles,
>
> Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 152020** for your inquiry.
>
> We are sorry to hear that you are experiencing problems with GSP 670
>
> As discussed on call, please share few information as follows:
>
> 1. Please share screenshot of the gaming suite ( showing firmware and software version details ).
> 2. Press Windows+R ; Type "winver" in Run and hit enter. Please take a screenshot and share with us.
> 3. Please share the picture of the serial number. (Please remove the left and right ear pads and take a picture of the cups where you can see the serial numbers on the right ear cup and other details like IC, CAN number, model type on the left ear cup) (refer attachment)
> https://www.youtube.com/watch?v=fB2-u4sRDv4
>
> Looking forward to your reply soon.
>
> Have a nice day ahead.
>
> Kind Regards,
> Pradeep,
> EPOS Global Support
>
> Attachment(s)
> GSP 670 serial number 2.png
> GSP 670 serial number 1.png
>
> Click here to view the full ticket: eposaudio-gaming.zendesk.com/hc/requests/152020
>
> This email is a service from EPOS Gaming.
>
> [XGGQW7-OR38]

Attachment(s):
image.png - https://eposaudio-gaming.zendesk.com/attachments/token/OW2SnoonOrTVJHiAkhwekYj71/?name=image.pngimage.png - https://eposaudio-gaming.zendesk.com/attachments/token/JGZ690HhuJ0VdYYGHOIXyGNWS/?name=image.pngPXL_20210530_223435471.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/Cl9RWYVi9wyQUfj6eAaQdoAqo/?name=PXL_20210530_223435471.jpgPXL_20210530_223509827.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/JN5ubiJ4AFNitsOvFiO7x0lTT/?name=PXL_20210530_223509827.jpg

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Pradeep Verma, 28 May 2021, 19:23 CEST (private)

**_NEXT ACTION_**

**What**: diagnostic instructions provided
**Who**: Charles
**When**: 02/06/2021

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Pradeep Verma, 28 May 2021, 19:22 CEST

Dear Charles,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 152020** for your inquiry.

We are sorry to hear that you are experiencing problems with GSP 670

As discussed on call, please share few information as follows:

1. Please share screenshot of the gaming suite ( showing firmware and software version details ).
2. Press Windows+R ; Type "winver" in Run and hit enter. Please take a screenshot and share with us.
3. Please share the picture of the serial number. (Please remove the left and right ear pads and take a picture of the cups where you can see the serial numbers on the right ear cup and other details like IC, CAN number, model type on the left ear cup) (refer attachment)
https://www.youtube.com/watch?v=fB2-u4sRDv4

Looking forward to your reply soon.

Have a nice day ahead.

Kind Regards,
Pradeep,
EPOS Global Support

Attachment(s):
GSP 670 serial number 2.png - https://eposaudio-gaming.zendesk.com/attachments/token/HSGwihjDdnes7XIg7U095Bgsy/?name=GSP+670+serial+number+2.pngGSP 670 serial number 1.png - https://eposaudio-gaming.zendesk.com/attachments/token/9u5fGIJ4z8Io5VvBF2Yd4EqI0/?name=GSP+670+serial+number+1.png

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Pradeep Verma, 28 May 2021, 19:11 CEST (private)

**Current status**:
- GSP 670, PC, randomly disconnect
- facing same issue even with new dongle
- tried all basic troubleshooting
- HS looses connectivity while on BT connection with old / new dongle as well as with mobile phone
- did not drop or receive any shock

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Pradeep Verma, 28 May 2021, 19:09 CEST (private)

Total Duration 525
Disposition : Successful Call
Description:  152020 called the customer , he said that he has already tried all troubleshooting but still getting same issue. HS works fine only with USB but it does not work while on BT connection  
URL:

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Pradeep Verma, 28 May 2021, 18:58 CEST (private)

**_CASE SUMMARY_**

**Contact person**: Charles
**Email**: [email-masked]
**Product name**: GSP 670
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: randomly disconnect
**Current status**:
- GSP 670, PC, randomly disconnect
- facing same issue even with new dongle

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

Pradeep Verma, 28 May 2021, 18:43 CEST (private)

**last ticket  #125496 summary: **
**------------------------------------**
- GSP 670, PC, Not connecting
- re-paring done but the headset randomly disconnect from Bluetooth
- running latest firmware and software version
- tested with multiple USB ports
- it seems to happen only on the PC
- uninstalled all the unnecessary drivers; seemed like everything was ok for a few hours and then it disconnected again
- frequently disconnecting while on YouTube or zoom meetings
- running latest v20H2 for windows 10

-  ![](https://eposaudio.zendesk.com/attachments/token/loOl6sqUI3BarPTttHGe3DpuV/?name=inline1090792269.png)​  ![](https://eposaudio.zendesk.com/attachments/token/NnT9rlWglNmCShAP1HZ9HZ9Ru/?name=inline2086003958.png)​

- using LAN, dongle is connected to the front of the computer, so there is no LOS issue
- there are other BT components, Logitech mouse and keyboard.  But had disconnected them previously and there was no change in the issue.
- Distance between the headset and the dongle is less than 3 feet or 1 meter

- can connect directly with a USB cable - no issue with connectivity or sound
- do not have access to another computer
- other headphones on this computer
- was on a Zoom meeting only an hour ago and again the headphone disconnected

- DOP is Aug 28, 2020 through amazon
 ![](https://p27.zdusercontent.com/attachment/967893/pHhURinChlFPpauFjihAzsx84?token=eyJhbGciOiJkaXIiLCJlbmMiOiJBMTI4Q0JDLUhTMjU2In0..iDwTwpssBqJBHokaqbIa6A.bcg5Ej4Cl1Di3VFsyNIX8oFIyxP9Nchq06lt99pOSjFQl3KbPWxJvyw_oE9w6BDjy2baodAuudtUulQNNvoJfrsE6vGSzClFwYW3UY7Bs-aLkb44H07kmM0rWcjhxD9jlx4aAC7OqP5AdfB10Km7w-5PK1av9amjophWTNzPXW4vmOa-91yrIVicZ7WkjElIjO2nkreGeq5hgrBSEAeWgL3Rvm_uBh35qIDrdalxwU_g2hJXnymSyO9oH9Y9n-qcMIepCHF1enA8mJLeI8gW8etml6dcoHWcrLk7lsTAjUA.P4xgUZCpyn774tE0yXHUpA)

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Charles, 28 May 2021, 02:58 CEST

This is a follow-up to your previous request #125496 "GSP 670, PC, randomly disco..."

Im not going to lie.  these headphones never worked correctly.  even after the new dongles.  these headphones were such a waste of money, considering how expensive they were.

--------------------------------
This email is a service from EPOS Gaming.

[XGGQW7-OR38]