Subject: DW Pro 2, PC, No Connection
From: EPOS Global Support <[email-masked]>
Cc: Pravesh Singh <[email-masked]>
Date: Tue, 27 Apr 2021 00:16:32 +0000

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You are registered as a CC on this support request (144208). Reply to this email to add a comment to the request.

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Lee, Apr 27, 2021, 0:16 UTC

Thank you for your help greatly appreciated.  The head piece is now working.

Kind Regards,

Lee

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Pravesh Singh, Apr 26, 2021, 18:44 UTC (private)

**_CLOSING STATEMENT_**

**Problem**: No Connection
**Solution**: User will replace battery and try to force pair and get back to us if further issue.

Closing case.

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Anupam Tiwari, Apr 22, 2021, 3:41 UTC (private)

Request #144554 "New ticket from +61733667647" was closed and merged into this request. Last comment in request #144554:

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Anupam Tiwari, Apr 22, 2021, 3:41 UTC (private)

**_NEXT ACTION_**

**What**:
User called to connect with **Pravesh Singh**​
Guided user to force pair Headset, however headset switches off
user suspects some issue with battery, user wants to replace battery
Referred to DW BATT 03 and find dealer
User will replace battery and try to force pair and revert back if further issue.

**Who**: Lee
**When**: 26/04/2021

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Anupam Tiwari, Apr 22, 2021, 3:34 UTC (private)

Disposition: Successful Call
Recording URL: 
Call duration: 1265
Description:

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Anupam Tiwari, Apr 22, 2021, 3:24 UTC

Dear Lee,

Referring to your support ticket number 144208.

To help you with troubleshooting we have attached user guide.

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):
DW-Series_UserGuide_EN.pdf - https://eposaudio.zendesk.com/attachments/token/p2Vvf81i8LEndT8aLTALY1p2Z/?name=DW-Series_UserGuide_EN.pdf

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Pravesh Singh, Apr 21, 2021, 14:38 UTC (private)

**_NEXT ACTION_**

**What**: requested to force pair the headset with the base and share the screenshot of the updates page. waiting for the response.
**Who**: Lee
**When**:

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Pravesh Singh, Apr 21, 2021, 14:36 UTC

Hello Lee,

Thank you so much for your response. I request you to please try the steps mentioned below to pair the headset with the base-station and let me know the status of the led on the headset.

You can place the headset into forced or 'special' pairing mode by simultaneously pressing the multi-function button and holding the volume toggle switch depressed for five seconds. The LED should then begin to alternately flash blue and red, and then you can simply place the headset onto the base station.

As per normal, three blue flashes indicate successful pairing, and three red flashes will indicate that pairing has failed. Also, I request you to please share a screenshot of the EPOS Connect Software (updates page) so that we can an investigate the issue further.

We look forward to hearing from you soon.

We wish you a nice day!

Best regards,
Pravesh Singh
EPOS Global Support

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Lee, Apr 21, 2021, 0:31 UTC

Hi Pravesh,

I have only the base updated as the headset is not listed on the EPOS.

Can you please help me?

Thanks,

Lee

![](https://eposaudio.zendesk.com/attachments/token/TQr0fSlBuPdQWRh25vJH7d3Qz/?name=image003.jpg)

07 3366 9272

48 St Vincent Street,

Ashgrove   Qld   4060

[email-masked]

www.mp3design.com.au

www.instagram.com/mp3design

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Pravesh Singh, Apr 20, 2021, 23:02 UTC (private)

**_CASE SUMMARY_**

**Company Name**: N/A
**Contact person**: Laa
**Email**: [email-masked]
**Phone Number:** +61733667647
**Product name**: DW Pro 2
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: No Connection
**Current status**:
the headset doesn't seems to be paired with the base
the red led used to turn on the base and restarting the headset used to resolve the issue
since yesterday the headset led doesn't lit up when it's docked on the base
the white led shows battery doesn't lit up anymore

* * *
**_NEXT ACTION_**

**What**: requested to update the firmware, waiting for the response.
**Who**: Laa
**When**:

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Pravesh Singh, Apr 20, 2021, 22:59 UTC

Dear Laa,

Thank you for contacting EPOS Global Support. For your convenience, we have created **support ticket number 144208** for your inquiry.

We are sorry to hear that you are experiencing problems with DW Pro 2. As we discussed over the phone, we request you to please follow the steps mentioned below to update the firmware of the headset.

1) Select and download EPOS Connect Software .
2) Once you have installed the program on your computer, you will then need to connect the device via USB to the computer and run the program. Please ensure that the headset is correctly placed on the base station before doing this.
3) Once you open the program, you will see the headset and the base separately on the Home page. It will display both the device ID and current firmware version on your device.
4) Click on Options and select Check for Updates, EPOS Connect will now retrieve the latest firmware versions available. Ensure that you have an active connection to the internet, and that no firewall is blocking the internet connection to our servers.
5) Now simply go to the "Updates" tab, click the 'Update' button and the program will download the latest version and upload it to the device. Proceed again for the base or headset that was not yet updated.

Please follow the steps and let us know how it goes.

We wish you a nice day!

Best regards,
Pravesh Singh
EPOS Global Support

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Pravesh Singh, Apr 20, 2021, 22:59 UTC (private)

Disposition: 
Recording URL: https://epos.mytalkdesk.com/interactions/ffeaf5cdefa545e3ba314cabf6e247c4/recordings/0.mp3
Call duration: 400
Description:

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Pravesh Singh, Apr 20, 2021, 22:49 UTC (private)

ring group :english_enterprise
contact number :  +61733667647
duration : 
status :

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