Subject: ADAPT 460T, PC, No sound in the right earbud
From: EPOS Global Support <[email-masked]>
Cc: Daniele Castiglioni <[email-masked]>
Date: Fri, 10 Dec 2021 12:51:17 +0000

You are registered as a CC on this support request (189179). Reply to this email to add a comment to the request.

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Josephine Veena, Dec 10, 2021, 12:51 UTC (private)

**Daniele Castiglioni**​ pls create a return label to EPOS Denmark address with **Hamed Rahnama as a receiver. **

Once the hs reached DK office,assign the ticket to Ahmed.

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Pravesh Singh, Dec 10, 2021, 7:15 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Adam Nadolny
**Phone**: +4530364473
**Email**: [email-masked]
**Product name**: ADAPT 460T, FW: 1.6.5, BTD 800: 2.17.16 & EPOS Connect: 4.6.1.1521
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: No sound in the right earbud - no audio can be heard through the right earbud.
**Troubleshooting**:
Firmware updated
Resetted the headset
Cross tested with mobile
**Current status**:
The headset was purchased through a German store on 04.01.2021 and the country partner is unable to help. We have replaced the headset once under #170993 and the user reported this issue with the replacement.

* * *
**_NEXT ACTION_**

**What**: checking with Level 2 for the RMA for the ADAPT 460T. Article number: 1000205(1). Process: SLTR
**Who**: L2
**When**: By SLA Due Date

Attachment(s):
Rechnung826813 (1).pdf - https://eposaudio.zendesk.com/attachments/token/zTHHZAAHSqcax1nx0s0vT2JTl/?name=Rechnung826813+%281%29.pdf

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Adam Nadolny, Dec 9, 2021, 18:04 UTC

Hi

Please see my answers below in Red.

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Pravesh Singh, Dec 8, 2021, 10:24 UTC (private)

**_NEXT ACTION_**

**What**: forwarded troubleshooting steps, waiting for the response.
**Who**: User
**When**: By SLA Due Date

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Pravesh Singh, Dec 8, 2021, 10:24 UTC

Hello Adam,

Please accept my sincere apologies for the delayed response. In order to troubleshoot the issue, we request you to please confirm a few details mentioned below:

1. What is the installed firmware version of the headset and dongle?
2. Have you tried to cross test the headset with your mobile phone or to the included dongle?
3. What is the version of the EPOS Connect Software?
4. Please perform a factory reset by clicking on this link: https://eposaudio.zendesk.com/hc/en-us/articles/360050200794-Resetting-the-ADAPT-460-

Please follow the steps and let us know how it goes. Thank you and I look forward to hearing from you.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Hamed Rahnama, Dec 8, 2021, 10:17 UTC (private)

**Pravesh Singh**​

This is the second time a customer claim the right side no Audio and asking for replacement.

Would you please perform basic troubleshooting?

FW update
BTD 800
EPOS Connect
Sound setting

I reviewed the original ticket also nothing performed and just replaced
so we again see the same issue

It might be something wrong in the customer setting

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Pravesh Singh, Dec 8, 2021, 7:29 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Adam Nadolny
**Phone**: +4530364473
**Email**: [email-masked]
**Product name**: ADAPT 460T
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: No sound in the right earbud - no audio can be heard through the right earbud.
**Troubleshooting**:
**Current status**:
The headset was purchased through a German store and the country partner is unable to help. We have replaced the headset once under #170993 and the user reported this issue with the replacement.

Leve 2 - Since the country partner is involved, please advise if we can contact the user and troubleshoot the issue and proceed for the warranty as per the process.

Attachment(s):
Rechnung826813.pdf - https://eposaudio.zendesk.com/attachments/token/PIyc19yZWFbOt1ExqKK2VuKWP/?name=Rechnung826813.pdf

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Muhammad Ali, Dec 7, 2021, 17:43 UTC (private)

**Heta Nyrhinen**​
Please let me know who is reviewing the L1 tickets ?

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Adam Nadolny, Dec 7, 2021, 16:34 UTC

This is a follow-up to your previous request #186658 "Forwarded to Country Partner"

Hi

What is the status of this case.
Is there any progress ?

After 14 days we still do not know anything.

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