Mute symbol/headset issues

Sw0o0o0o0oSh 69 · Oct 25, 2018

Hi,

I recenty purchased a brand new xbox one X as well as a an Astro A10 headset. For about a week I was able to her sound out of my headset perfectly clear then it suddenly stopped playing sound. I plugged my headset into my laptop and it worked perfectly and
also got a new controller but the head set still isnt working. I did some research and found that this is a common problem with xbox but none of the ways other people had fixed theirs has worked for me. I noticed that there is a mic muted symbol at the top
right of my xbox and it never goes away, I even reset my whole xbox but it is still there. None of the settings can fix it, if i go into where you configure your controller the option for ‘sound’ is greyed out and I can’t press it. Is anybody having the issue?
Had any one solved it?

And yes my controller and xbox are up to date, yes it is fully plugged in

:)

sc_shark · Oct 25, 2018

My headset is stuck on mute

hope its under warranty only way to fix it..

the new xb1 has a similar issue.. it occures if your headset is in mute and it turns off wor a power outage it basically locks the headset/mic in the mute position.

unfortunatly microsoft offers 0 support for this issue.. i have had 3 headset die due to this issue. all were microsoft issued and microsoft factor upgrade headset.. they offered to do a swap out but it was a 4-6 week thing.. i just went and bought another one.. its honestly why im so scared to buy a turtle beach or astro.

Cracker91 · Oct 25, 2018

Xbox one headset muted

hi we have 2 xbox ones with 5 controllers and both machines are now muted from party chat. Both machines have the mute icon near the battery and we can’t remove it. I have hard reset one machines and I have even full factory reset the other and both still show the symbol.

I have now purchased 5 controllers and 4 head sets over the few months blaming the equipment but we had a brand new controller yesterday that worked when started and now is muted.

I believe there is firmware glitch which begins once a device has been connected and the box muted the controller.

All headsets work as tried in other devices, and all controllers are up to date.

I have follow YouTube videos and I can’t clear this issue. Please can some assist as it’s now making the machine unplayable for all party games

Thanks Craig

XBF Crystal P · Oct 25, 2018

Hi there!

Thanks for reaching out! I'm sorry to hear about the current issue you may be having with a headset on Xbox One X.

I recommend the following troubleshooting steps:

Have you
updated your controller’s software to support the Stereo Headset ?

Make sure your controller has fresh batteries. When the batteries get weak, some controller functions, such as audio and rumble, are turned off to conserve the remaining power.

Make sure your Headset Adapter is firmly plugged into your controller and that your Stereo Headset’s 3.5-mm cable is securely plugged into the Headset Adapter. You will know it’s plugged in properly if you press the mute button and the LED lights up.

Try your Xbox One Stereo Headset with another device, such as a laptop, to see if the headset is working. If not, the headset will need to be replaced. To order a replacement, go to the
Xbox Online Service Center .

Try your Stereo Headset and Stereo Headset Adapter on another controller, if you can. If the headset works on the second controller, try

updating the first controller again. If that fails, the controller will need to be replaced. To order a replacement, go to the
Xbox Online Service Center .

Hope this helps.

XBF Crystal P

Hi there!

Thanks for reaching out! I'm sorry to hear about the current issue you may be having with a headset on Xbox One X.

I recommend the following troubleshooting steps:

Have you
updated your controller’s software to support the Stereo Headset ?
Make sure your controller has fresh batteries. When the batteries get weak, some controller functions, such as audio and rumble, are turned off to conserve the remaining power.
Make sure your Headset Adapter is firmly plugged into your controller and that your Stereo Headset’s 3.5-mm cable is securely plugged into the Headset Adapter. You will know it’s plugged in properly if you press the mute button and the LED lights up.
Try your Xbox One Stereo Headset with another device, such as a laptop, to see if the headset is working. If not, the headset will need to be replaced. To order a replacement, go to the
Xbox Online Service Center .
Try your Stereo Headset and Stereo Headset Adapter on another controller, if you can. If the headset works on the second controller, try

updating the first controller again. If that fails, the controller will need to be replaced. To order a replacement, go to the
Xbox Online Service Center .

Hope this helps.

XBF Diego M

Hi markus,

Did the console have to update recently to a new system build? People have been reporting an issue with third party headsets plugging into the 3.5mm audio port not working properly after the update. Is there a mute symbol on the top right corner of the home
menu next to the battery level? If that is there, then more than likely your console is being affected by this issue. The mute symbol will appear whether the headset is plugged in or not.

A solution to this would be to locate an Xbox One headset adapter but they are only included in the Xbox One Stereo Headset package and they are hard to find them by themselves.

XBF Amber M

Hi Wayne!

Thanks for reaching out to us with this issue. Since you've tested out the headset on other devices and it appears to be functional, then you may wish to try out the headset on a different controller if you haven't already. Whenever the headset is plugged
into a controller, you should see a headset symbol where you are seeing a muted mic symbol. You'll definitely want to check the OneGuide by pressing the Xbox button on your controller while the headset is plugged in, then scroll to the right of the guide to
the Gear symbol for settings, then choose Audio settings and ensure that the mute is not engaged.

If mute is not engaged on the Audio settings, then double check that the mic is not muted on the headset itself (assuming your headset has an audio switch). Should it not be muted. either via the console or the headset itself, then you'll want to ensure
that this is not true on a different controller. Reason being is that it is possibly the headset jack itself that isn't recognizing headset and causing the muted mic symbol. I'm listing out some helpful articles below that contain troubleshooting steps that
you can take to determine what may be happening:

Give these a try and let us know the results!

I hope that this helps out!

XBF Brad A

Hi Clare,

Thanks for coming to the forums with your issue. Unfortunately, that symbol means the controller is not detecting the headset. It is not a mute icon. Try updating the controller with the headset plugged in. You can also try a

stereo headset adapter.

Thanks,

Brad

AnnaGraham76

Ive got a headset for it that goes into the controller but cant hear anything or be heard . There is what ivthink is a mute symbol on the screen .

Tried them in 2 phones and work fine , they are on full volume and not switched to mute

Mute symbol/headset issues