If you can’t hear the caller through your Jabra headset, the issue is usually related to audio routing, device settings, Bluetooth pairing, or a software configuration problem. This guide provides targeted troubleshooting steps to restore two-way audio functionality for phone calls, PC calls, or app-based calls (e.g., Teams, Zoom).
Step 1: Confirm Basic Functionality
Check Volume and Mute
- Turn up the headset volume using physical buttons or controls.
- Make sure the headset or call app isn’t muted.
Test Headset with Other Audio
- Play music or a video to confirm that the headset can produce sound.
- If media works but calls don’t, the issue is call-specific audio routing.
Step 2: Restart and Reconnect
Restart the Headset
- Power off the headset for 10 seconds, then turn it back on.
Restart the Phone or Computer
- Reboot the device you’re using for the call.
Reconnect Bluetooth
- On your phone or PC, “Forget” the Jabra headset from Bluetooth settings.
- Put the headset in pairing mode (LED flashing blue or red/blue).
- Re-pair it and test call audio again.
Step 3: Check Audio Output Settings
On Mobile Phone (iOS or Android)
- During the call, tap the audio source button (usually a speaker or Bluetooth icon).
- Manually switch to the Jabra headset if it’s not selected.
On Windows
- Right-click the speaker icon > Sound Settings.
- Under Output, select your Jabra headset.
- Test using a call app like Teams or Zoom.
On macOS
- Go to System Settings > Sound > Output.
- Select your Jabra headset.
Step 4: App-Specific Call Audio Issues
Microsoft Teams / Zoom / Skype
- Go to the app’s Settings > Devices or Audio section.
- Make sure both speaker and microphone are set to your Jabra headset.
- Restart the app after changing settings.
Step 5: Update Firmware and Software
Use Jabra Direct or Jabra Sound+ App
- For computers: Install Jabra Direct.
- For phones: Install the Jabra Sound+ app.
- Check for and install any firmware updates.
- Restart the headset and try again.
Step 6: Reset the Headset
Factory Reset (Model Dependent)
- Common method: Hold Answer/End Call + Volume Down for 5–10 seconds until the LED flashes.
- Resetting clears saved pairing and may resolve routing glitches.
Step 7: Test on Another Device
- Connect your Jabra headset to a different phone or computer.
- Make a test call.
- If audio works, the issue is with the original device’s audio settings.
Step 8: Hardware Check
- Ensure the speakers aren’t blocked or damaged.
- For wired models, inspect the cable and connectors.
- For cradle-charging models, confirm it’s fully charged and properly seated.
When to Contact Jabra Support
- You still can’t hear callers after trying multiple devices and apps.
- The headset only plays media but never transmits call audio.
- Firmware updates or resets don’t resolve the issue.
Jabra support can assist with warranty checks, hardware diagnostics, or issuing replacements if needed.