Logitech H820e multi-function button not working

Soeren Damrau shared this question 8 months ago
In Discussion

Hi!

as mentioned here: https://support.counterpath.com/topic/logitec-wireless-headset-dual-h820e-supported-after-new-bria-4-6-0-update by Harpreet Singh, the multifunction button of the H820e should be work with Bria 4.

Unfortunately not for me. The headset itselfs works fine, also the volume and mute buttons.

But the multifunction button is still dead. Is there anything I have to do in the settings? (btw: I'm on a mac)

Its anoying not to be able to hang up the call when I'm away from my desk ;-)

Thank you for investigation!

Soeren

Comments (17)

photo
1

Hello Soeren,

I would like you to please send me the log to further investigate this issue. Please follow the steps below to send the log.

In Bria 4, select help -> troubleshooting -> support. Once there, please set the log level to debug by dragging the slider to the right. Now fully close Bria and open again. Next, please replicate the problem you have been experiencing.

After replicating the problem, please click send log and then add any additional information you would like to send in the box which pops up (or nothing if you so desire) and click send log once again. A reference number will be generated for the log you submitted. Please post the reference here so I can find your log.

Cheers,

Harpreet Singh

photo
1

Hello Harpreet,

thank you for answering. I sent a log, the number is 0358886D.

I typed a phone number, tried to press the multi function button (nothing happens), initiated the call by click with the mouse, adjusted volume on headset (up/down - which works) and tried to end the call with the multi function button, which doesnt work. I ended the call by mouse click.

Thank you in advance!

Soeren

photo
1

I have the exact same issue, and can replicate the experience from above user, able to answer/hang-up via mouse click, but not via multi-function button on H820, can also adjust volume. I also tried on Bria 5 with same results.

photo
1

Hello Soeren & Jan,

May I please know if the headset you have is Mono or Stereo or Dual?

- Harpreet

photo
1

Hello Harpreet,

My headset is Mono - is there a difference in compatibility?

Thanks for looking into.

Jan

photo
1

Hello Harpreet,

mine is a mono Headset too.

Thanks

Soeren

photo
1

Thanks for the info. We are already working on a similar issue with H820e headset. I would further let you guys know about the proceedings.

- Harpreet

photo
1

Thanks for the update. Do you mind sharing, what that means? Is the H820e not an interoperable device after all? Is it only the Mono version, that does not work? Do you expect to have a fix on this in the near term. I have just bought the H820e based on your interoperable device list and if it does not work after all and you do not expect to offer a solution shortly, I will want to return it.

Your help is appreciated, thanks.

Jan

photo
1

This is an assumption on the basis of the log that I read from Soeren (the original user of this ticket) which reflects almost the same issue which we are already working on from another ticket. The buttons are likely not working because the device/headset does not support the interface that Bria uses to communicate with it. We have asked Logitech to provide information as to why this H820e does not use the same interfaces as the H820e devices we have at CounterPath. At the moment, I would say that this H820e version of headset (there are different H820e with different interfaces) is not supported. We are still working with Logitech to fix it.

- Harpreet

photo
1

So is there a version of H820e, that works - ie. what version have you tested, that works?

Thanks.

photo
1

Well, we can't really easily identify which version has the correct interface that we are supporting currently so it's a little tricky to suggest.

photo
1

OK, thanks for "clarifying" :)

Are there the same kind of interface differences within other models, that you are listing as interoperable? I am looking at Jabra PRO 930 UC Mono - according to your list, that should work. Do you know of any similar discrepancies between versions of this model? Thanks,

photo
1

The issue has only been identified with H820e headset so Jabra or Plantronics headsets should be fine. (we only support standard version of headset and not Microsoft based)

photo
1

OK, my Logitech Wireless Headset Mono H820e says "Optimized for Lync", could that be it?

photo
1

I think H820e headset both versions are Skype and Cisco certified which I see in the specs and details. And we have tested that version only. There is no specific M-based or standard version separately for these headsets like Jabra and Plantronics.

photo
1

Just as an FYI I have this exact same problem, but my company uses Skype for Business 2016 ona Windows 7 system, Since an update from Skype for Business 2013 I have had the same issue as the user above. Prior to the Skype update everything worked fine for me.

photo
1

Hello,

Can you please create a new ticket for yourself. We need to investigate the issue separately and since the ticket is very old not we will lose track of your response in future.

- Harpreet

photo