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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, 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.
  • Make sure the headset is not muted. To do this, check the mute button on the headset controls.
  • Try using a different controller or headset to check for a hardware malfunction.
  • If you’re not hearing sound while in Party Chat, but you can hear sound while using in-game chat or another app like Skype, see Troubleshoot parties on Xbox One.

If these solutions don’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 Xbox One Stereo Headset.

Solutions

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. Verify that you can use the controller to turn on and turn off the console.
  4. Firmly insert the Xbox One Chat Headset connector into the expansion port that is under the directional pad (D-pad) and the right stick on the controller.

Configure your Privacy & 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 with the child profile on Xbox Live using chat. In the Privacy & online safety section, you can enable chat communication in the child's profile. For gamers who are under 17, the default setting is Friends Only.

To configure Privacy & online safety, follow these steps:

  1. Sign in using one of the following accounts:
    • Your Xbox Live account
    • The parent account of the child account that you are having problems with.
  2. On the controller, press the Menu button.
  3. Select Settings, and then select Privacy & online safety.
  4. Select the privacy setting you have enabled (child, teen, adult, custom).
  5. Select Communicate with voice and text.
  6. Choose specific friends or everybody, depending on who you want that profile to talk to.

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 are 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.

Test the headset

To test the headset, start a party (requires connectivity) to test the audio. To do this:

  1. Sign in to Xbox Live.
  2. From the Home screen, select My Games & apps.
  3. Select Apps.
  4. Scroll right and select Party.
  5. Select Start a party.
    Note You don’t need to invite anyone to your party.

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

  6. Make sure your headset is not muted (check that the orange LED light next to the Mute button is not on).
  7. Make sure that the volume is turned up.
  8. Speak into the microphone.

If your headset is working, you’ll see the green dot next to your name light up.


Note If you still can’t hear your friends online after you’ve started a party, see Troubleshoot parties on Xbox One.

If these troubleshooting steps didn’t solve the problem

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

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