Xbox One - Mute Icon on home screen

Hi Lori,

Sorry for the issue with your headsets. Here is a list of troubleshooting to try out. The mute icon on the home screen means the headset is not detected. Some you may have done already and some you may not have. Number 9 seems to be a temporary
solution to this ongoing issue.

1.) power cycle console

2.)Go to settings>Devices & Streaming>Accessories> [...]> Assign controller to account> Update control> unassign account> test headset/chat

3.)Make sure mic is "ON" Press the home button> go to the Gear on the menu> Audio> Turn Mic off and on. OR go to settings> Devices & streaming> Accessories> [...]>Volume> Mic on> Adjust volume.

4.)You can test your controller if it is broken by "Buzzing" the controller. The buzz feature is connected to the headset port, and if the controller does not buzz then the port may be damaged. [Turning on Vibration if it does not "Buzz"> Settings>
Ease of Access> Controller> Vibration Settings> Turn on Vibration].

5.)Some mics are detachable and may be damaged so try testing the headset on another device to see if it works (Example: windows 10.

Test the Headset with Skype Test or Voice Recorder). If there is an issue with using the headset on an Xbox controller, you can try using a headset adapter.

6.) Make sure there is no Enforcement on the account.

7.) Make sure the controller is not full of dust in the headset port (you can use compressed air to clear the dust).

8..) Make sure controller is fully charged/ change battery type.

9.) Use a headset adapter or standard headphones (Main fix)

10) Soft or full console reset. (may not work all the time)

Thanks,

Brad

Have you looked at the chat mixer settings? Press the center xbox button, move over to the cog, then click on audio.

Hello Jennifer,

If the problem persists, try doing a soft factory reset of the console,
reset and keep games and apps to help reset the operating system. Please note before doing this troubleshooting step, make sure to know your email and passwords for your Xbox profiles.

Try this out first and let us know the results.

Have you looked at the chat mixer settings? Press the center xbox button, move over to the cog, then click on audio.

Thanks. Yes, ive tried this. Weve also checked the HDMI lead to the tv and its all good.

Hey there ,

Thanks for reaching out here in Xbox Forums. I understand there is an issue with the mute icon on the home screen.

I recommend taking a look at the following troubleshooting articles:

• Connecting
  a compatible headset to Xbox One
  
• Xbox
  One controller and headset compatibility
  

What headset are you trying to use?

Have you tried a different headset and controller?

If the problem persists:

• Try your Headset with another
  device, such as a laptop, to see if the headset is working. If not, the headset will need to be replaced.
  
• Try using a Headset Adapter for compatibility issues.
  
• 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.
  

Try this out and let us know the results.

Thanks for your response. The mike/headset works absolutely fine when its plugged in. There is just no sound via any game/app when its not plugged in.