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Xbox One Chat Headset troubleshooting

If you can't hear sound from the Xbox One Chat Headset, try the following solutions first:

  • Disconnect the headset or unplug the headset cable from the bottom of the controller, and then reconnect it firmly to the controller (in the expansion port for a headset or the 3.5-mm port for a 3.5-mm chat headset).

Note If you have a 3.5-mm chat headset, never pull on the headset cable when removing it from your controller. Remove your headset from your controller by pulling on the body of the headset plug.

  • Make sure the headset is not muted. To do this, check the mute button on the headset controls. (For a headset, the mute button is on the left side of the connector that is plugged into the expansion port of the controller. For a 3.5-mm chat headset, the mute button is a slider button on the front of the audio controls that are in the middle of the headset cable.)
  • Increase the audio. If you're using a headset plugged into the 3.5-mm port, go to Settings, choose Devices & accessories and then select your controller and adjust your audio options.
  • Try using a different controller or headset to check for a hardware malfunction.
  • Update your controller to make sure that you have the latest software. See Attach an Xbox One Chat Headset to an Xbox One Wireless Controller.

If these solutions didn’t solve the problem, use the following troubleshooting solutions.

Note The Xbox One Chat Headset is designed for use with Xbox One controllers only. The headset is not intended to be used with any other device. The Xbox One console does not transmit game sounds or music through the Xbox One Chat Headset. If you're looking for an Xbox One headset that provides both game and chat audio, see Set up and troubleshoot your Xbox One Stereo Headset.


Examine and clean your Xbox hardware

To do this, follow these steps:

  1. Examine the headset, the cord and the connector for visible defects.
  2. Make sure that no dirt or debris is on the headset connector. To clean the connector, use a cotton bud dipped in surgical spirit.
  3. Verify that your Xbox One controller operates correctly, and that you can use the controller to turn on and turn off the console. For help troubleshooting Xbox One controller issues, see Xbox One Wireless Controller disconnects or can't connect.
  4. Firmly insert the Xbox One Chat Headset connector into the expansion port under the directional pad (D-pad) and the right stick on the controller.

Configure your privacy and online safety settings

When you set up a profile for a child on the console, the Privacy & online safety settings let the owner of a parent profile control who can communicate via chat with the child profile on Xbox Live. In the Privacy & online safety section, you can enable chat communication in the child's profile. For players under age 17, the default setting is Friends Only.

To configure Privacy & online safety settings, follow these steps:

  1. Sign in using one of the following accounts:
    • Your Xbox Live account
    • The parent account of the child account you’re having problems with
  2. Scroll left on the Home screen to open the guide.
  3. Select Settings.
  4. Select All Settings.
  5. Under Account, select Privacy & online safety.
  6. Select View details & customise
  7. Select Communicate with voice and text.
  8. Select specific friends or everybody, depending on who you want that profile to talk to.

If you hear an echo or noise during gameplay

Note If you hear an echo effect, it often originates from the person who is talking and not necessarily from the person who hears the echo. For example, if you hear an echo only when someone else talks, the problem may be with the headset connection of the person who is talking.

The following conditions may cause an echo or noise during gameplay:

  • The microphone detects ambient noises. This includes voice transmission that comes from the earpiece.
  • The headset plug is not fully inserted into the controller.
  • You’re using the Xbox One Wireless Controller, and the battery levels in the unit are low.

If you or other players hear an echo or other noise during gameplay, try the following:

  • Turn the volume down on your TV or stereo.
  • Disconnect the headset, and then reconnect it firmly to the controller's expansion port. 
    Note Never pull on the headset cable when removing it from your controller. Remove your headset from your controller by pulling on the body of the headset plug.
  • Clean the plug on the headset cable with a clean cloth, and then reconnect the headset to the controller.
  • Test the headset by connecting it to a different controller.
  • If you're using an Xbox One Wireless Controller, replace the AA batteries or recharge the Xbox One rechargeable battery.

If others can't hear you

If you can hear others in a party or game but they can't hear you, try these solutions.

Solution 1: Make sure that your headset is not muted

Check that the orange LED light next to the Mute button is not on.

Solution 2: Power cycle your Xbox One console

For help, watch the following video or see How to restart or power cycle your Xbox One console.

Watch the video “Power cycle your Xbox One console”. Note: This video is available in English only.

Solution 3: Re-associate your controller with your profile

  1. Press the Xbox button to go to the Home screen.
  2. Select your gamerpic in the upper-left corner of the screen.
  3. Locate your profile and select Choose this person.

Solution 4: Verify the NAT type for your network

Network Address Translation (NAT) lets you hide your IP address from devices that are not on your network. For more information about NAT, see the "Current network status" section at Network settings on Xbox One.

Solution 5: Test your Xbox One Chat Headset

To test the headset, start a party (requires Internet connectivity) to test the audio:

  1. Sign in to Xbox Live on your Xbox One console.
  2. Scroll left on the Home screen to open the guide.
  3. Under Party, select Start a party. (You don't need to invite anyone for this test.)

    Note If you can't start a party, check your connectivity by using the Xbox One Multiplayer Game Solution.

  4. Make sure that your mic is not muted in Party Chat.

    Note You can use the Y button on your controller to toggle mute on or off.

  5. Make sure that your headset is not muted. Here's how:
    • For a headset, check that the orange LED light next to the Mute button is not on.
    • For a 3.5-mm chat headset, check that the Mute slider on the front of the audio controls in the middle of the headset cable is completely showing green.
  6. Make sure that the volume is turned up.
  7. Speak into the microphone.

If your headset is working, you’ll see the ring around your gamerpic light up.

Solution 6: Use the Skype app to test the headset

You can use the Skype app to test your headset. Here's how:

  1. Sign in to your account.
  2. Select the Skype app.
  3. Select People, and then select the Echo / Sound Test contact.
  4. Select Voice call. Skype will try to connect your voice call.
  5. The call will ask you to speak into the mic and will repeat what was heard.

If you still can't hear your friends online after you've started a party, but you can hear sound while using in-game chat or another app like Skype, see You can't switch to party chat on Xbox One.

If these troubleshooting steps didn't solve the problem

If you've followed these troubleshooting steps but your chat headset still doesn't work, it may need to be replaced. To order a replacement, go to the Xbox Online Service Centre.

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