Mute button always on/headset not working

ShannonPringle · Nov 18, 2018

I have replied to a few other people’s posts, but I will post another so the support staff can tell how many people truly are having this issue. A few months ago, our headset stopped working first for speaking and now you can not hear nor speak to anyone.
I have done every troubleshooting process conceivable and have checked every setting imaginable and nothing helps. The headsets and headphones all work and every other device on which I try them, all to no avail.

I even purchased a new controller, but that didn’t even help!

I am pretty sure that this happened right after an update, thus it would be something that needs to be patched vs. user error.

This is very frustrating.

:)

Eggnogga · Nov 18, 2018

Snapping apps

*Mute headset by pushing a button* "Xbox...unsnap" *Unmute headset by pushing a button*

Bertimus36 · Nov 18, 2018

Headset beeping

Everything worked, plugged my headset in controller and it continually beeps and mute/volume buttons aren't working. Any ideas??

Radiant Sword X · Nov 18, 2018

How often has this happened?

DominumStige · Nov 18, 2018

Hi!

If you have already followed the
guide (or
settings) and it doesn't work, you should try to reset the console to the
factory settings:

Settings->All Settings->System->Console info & updates->Reset console and select "Reset and
keep my games & apps".

ShannonPringle · Nov 18, 2018

It hasn't worked at all for about 2 months or so.

XBF Lance J · Nov 19, 2018

Hey Shannon,

Thank you for bringing this to our attention, we'll try our best to help you out! I see you've done quite a bit of troubleshooting. You mentioned this could have started after a console update, To make sure this isn't software related, just as great ambassador
suggest, try performing both versions of the
factory reset, the first which keeps your games and apps and the second that deletes everything.

ShannonPringle · Nov 20, 2018

Well,

I have reset the console both ways and the problem remains.

XBF Nestor S · Nov 6, 2018

Hey Shannon thanks for keeping in touch!

We suggest checking two things, first and foremost, check the enforcement actions on the Microsoft account through our

Enforcement website to make sure this isn't a suspension. If all that is clear then the next step would be the Network Settings on the console, since the NAT type, combined with the NAT type of other players, determines whether you can successfully
use multiplayer gaming or party chat. To check the NAT Type check out our
NAT type troubleshooter page on our website. Please give these steps a shot and let us know of any changes!

XBF Leslie D

Hi Guys,

I do want to apologize for all the hassle, and we do thank you for all the patience through out the process. It looks like you have already tried a bunch of troubleshooting included on the page entitled
Xbox One Chat Headset troubleshooting(If you haven't I would still check that page out for anything that you might have missed.)

If that doesn't resolve the issue outright, then the next step I would try is what we call a soft factory reset. Follow the steps here on

How to reset your console to factory defaults on Xbox One and make sure that you choose the option denoted
Reset and keep my games & apps.

I would like to notify you guys that Microsoft has identified a
known issue with the consoles not recognizing third party headsets for party chat and are currently working on resolving the issue with a new update. If you only have non-Xbox brand headsets,
you might be one of those affected. Using an Xbox brand headset adapter has been found to be a good work-around for this issue though, and I would give that a try if you can't.

Lastly, I would then contact customer support
for any further more steps needed to give the full report of the issue occurring.

Quick Note: This thread will be closed as it's from 11/19/18. If assistance is still needed feel free to create your own thread detailing the issue and any troubleshooting steps (if any) that have been done.

Hope this information helps!

XBF Crystal P

Hi there Shannon,

Thanks for reaching out. I'm sorry to hear about the issue with the console.

Are you receiving a specific error message?

Were you Game sharing with anyone?

In reference to the mute icon for the headset, I recommend taking a look at the following troubleshooting articles:

If the problem persists:

Try your Xbox One Stereo Headset with another device and controller, to see if the headset is working. If not, the
headset will need to be replaced.
Try your Headset on another controller, if you can. If the headset works on the second controller, try
updating the first controlleragain.
If that fails, the controller will need to be replaced. To order a replacement, go to the
Xbox Online Service Center.

Hope this helps.

DominumStige

Hi!

If you have already followed the
guide (or
settings) and it doesn't work, you should try to reset the console to the
factory settings:

Settings->All Settings->System->Console info & updates->Reset console and select "Reset and
keep my games & apps".

XBF Brad A

Hello Shannon,

Have you tried to purchase a chat pad or an adapter? Reason being is there are issues with the 3.5mm jack. When using a chat pad or adapter they connect differently to the controller.

Try one of these and let us know.

Thanks,

Brad

ShannonPringle

I know it's been a while, but I wanted to say that I bought a new headset in addition to trying every solution above and NOTHING has worked!

This is ridiculous!

Mute button always on/headset not working