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Troubleshooting
Troubleshooting
  • I cannot answer/end soft phone calls via the headset

  • I have distorted speaker sound

  • I have no sound at all in my headset

  • I have trouble hearing people

  • People cannot hear me at all

  • People have trouble hearing me

Frequently Asked Questions
Frequently Asked Questions

FAQ - Top 5 questions

  • How do I reset my Jabra GN93x0e headset?

    You can reset/re-pair your headset with this simple guide. Note that it will not restore the base to factory default but will only reset the pairing between the headset and the base.

    1. Dock the headset in the base station.


    2. Then disconnect the power supply cable from the base station.
    3. Remove the headset from the base station.

    4. Remove the battery pack by sliding the backside of the headset speaker-housing downwards.
    5. Slide the battery pack onto the headset again – the LED on the headset will turn sold blue for 2 seconds.

    6. Then dock the headset in the base station and hereafter re-connect the power supply cable again. The four LED’s on the base station will then flash green once. The LED on the headset will flash blue once after 5 seconds.

    7. The headset has now been reset/re-paired, and is ready for use again.

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  • Can I put calls on hold or use call waiting on my Jabra wireless headset?

    You are unable to put a call on hold, or use call waiting on the wireless headset. These functions must be used on the phone. You are able to remotely answer and disconnect one call at a time using the headset. You can also mute the call from the headset.

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  • How do I use audio streaming with Jabra GN93x0 OC?

    Prerequisite:

    Please note that the "Audio streaming" function is supported by the GN 93xxe series from version "C" or date code 3/09.

    Remove the headset from the base.

     

    Connection in PC mode:

    First disconnect the radio link by pressing either the "answer/end” button on the headset, or the button indicated with the "PC" symbol on the base. The online display (blue LED) on the headset will darken.

     

    or

     

    Connection in phone mode:

    First disconnect the radio link by pressing either the "Answer/End" button on the headset or the button indicated with the ”phone” symbol on the base. The online display (blue LED) on the headset will darken.

    or

     

    Start audio streaming:

    To use audio streaming e.g. for conference call participation or listen to a voice-mail delivered by email, simply activate the Clean Audio Mode by double-tapping the headset’s “answer/end” button on the headset. When you want to end Clean Audio Mode just single tap the headset’s “answer/end” button.

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  • How to change the wireless range on the Jabra GN9330e and Jabra GN9330e USB

    Important: Please note that range settings are only supported from date code 01/10.

    To change the wirelss range settings:

    1. Place the headset on the base.

    2. Hold down the ”phone” button on the GN 9330e or the "PC” button on the GN9330e USB headset for approx. 6 seconds until the online display (blue LED) on the headset starts to flash. With a single press of the ”phone” button, you can now set the range of your headset. You can see the current setting via the charge display (yellow LED).

     

    GN9330e:

     

    GN9330e USB:

    With the Jabra GN9330e USB, you can also select the bandwidth range setting, e.g. narrowband (300Hz -3400 Hz) or wideband (150Hz-6800Hz).

     

    Normal = Up to 120 meters

    Low = Up to 60 meters

    Very Low = Up to 25 meters​​

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  • Does the Jabra GN9300 Series support conference calls?

    ​Yes, the Jabra GN9350 and Jabra GN9350e support conference calls. However, the Jabra GN9330 and Jabra GN9330e do not support this feature.

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FAQ - all questions

  • Audio

    • I am experiencing frequent disconnects and out of range tones on my Jabra GN9330e/Jabra GN9330e USB headset when close to the base.

      This might be due to a density/interference issue. We recommend setting the Jabra GN9330e unit to work in low power or very low power mode or adjusting from wideband to narrowband (Jabra GN9330e USB only).

      Range overview:

      | Adjusting Audio mode and/or power mode

      The headset must be docked in the base.

      1. Press on the base station USB button (Jabra GN9330e USB) or the base station telephone button (Jabra GN 9330e) for at least 6 seconds until the blue LED beneath the button, and the blue LED on the headset flash rapidly.



      2. Press the base station button once, and the base will show its current setting.

      Settings overview:

      3. Press again to start toggling between the different settings, the different settings are indicated in the four charge LED’s, now find the suitable setting for you.


      Settings overview:

      4. Do not touch or use the headset until the blue LED beneath the button and the blue LED on the headset stops flashing which will take approximately 15 seconds.
      5. Once the LED’s stops flashing blue, the headset is ready for use.

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    • How to solve audio problems with my headset on Windows 7?

      Occasionally you may experience audio and USB problems on a computer with Windows 7.

      As our first recommendation, please ensure you have installed Service pack 1. If not, please
      click here to download and install Service Pack 1.

      In case your problems persist, please install one or more of the updates listed below starting from the top.

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  • Compatibility

    • How do I choose which softphone will be used by the headset if I have both Microsoft Lync and Cisco IP Communicator installed?

      It is possible to receive calls on either or both softphones, but to place a new call you need to select a preferred softphone.  You can do this with Jabra PC Suite:

      Please follow these steps:

      1.    Open Jabra Control Center
      2.    Under the View menu, select Advanced View

       

      3.    Click on the Softphone tab
      4.    Choose the preferred softphone for outgoing calls (choose Softphones supported by Jabra PC Suite to select the Cisco IP Communicator softphone or Microsoft to select Lync as your preferred softphone)

      Jabra Biz 2300 illustrated:


      Jabra Pro 930 illustrated:

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  • Features

    • Can I put calls on hold or use call waiting on my Jabra wireless headset?

      You are unable to put a call on hold, or use call waiting on the wireless headset. These functions must be used on the phone. You are able to remotely answer and disconnect one call at a time using the headset. You can also mute the call from the headset.

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    • Does the Jabra GN9300 Series support conference calls?

      ​Yes, the Jabra GN9350 and Jabra GN9350e support conference calls. However, the Jabra GN9330 and Jabra GN9330e do not support this feature.

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    • Can I pair multiple Jabra GN9300 headsets to my base unit?

      ​Unfortunately, this is not possible. However, in case you lose or break your original headset, a replacement headset may be paired to the original base unit. The Jabra GN9350e series also has a conference functionality where up to 4 headsets can participate in the same call.

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    • How do I use the mute functionality?

      ​Mute functionality is activated/deactivated by pressing the volume control’s mute switch. When mute is activated, a tone in regular intervals is heard in headset, and mute indicator on base lights.

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  • Installation

    • How do I reset my Jabra GN93x0e headset?

      You can reset/re-pair your headset with this simple guide. Note that it will not restore the base to factory default but will only reset the pairing between the headset and the base.

      1. Dock the headset in the base station.


      2. Then disconnect the power supply cable from the base station.
      3. Remove the headset from the base station.

      4. Remove the battery pack by sliding the backside of the headset speaker-housing downwards.
      5. Slide the battery pack onto the headset again – the LED on the headset will turn sold blue for 2 seconds.

      6. Then dock the headset in the base station and hereafter re-connect the power supply cable again. The four LED’s on the base station will then flash green once. The LED on the headset will flash blue once after 5 seconds.

      7. The headset has now been reset/re-paired, and is ready for use again.

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    • How do I use audio streaming with Jabra GN93x0 OC?

      Prerequisite:

      Please note that the "Audio streaming" function is supported by the GN 93xxe series from version "C" or date code 3/09.

      Remove the headset from the base.

       

      Connection in PC mode:

      First disconnect the radio link by pressing either the "answer/end” button on the headset, or the button indicated with the "PC" symbol on the base. The online display (blue LED) on the headset will darken.

       

      or

       

      Connection in phone mode:

      First disconnect the radio link by pressing either the "Answer/End" button on the headset or the button indicated with the ”phone” symbol on the base. The online display (blue LED) on the headset will darken.

      or

       

      Start audio streaming:

      To use audio streaming e.g. for conference call participation or listen to a voice-mail delivered by email, simply activate the Clean Audio Mode by double-tapping the headset’s “answer/end” button on the headset. When you want to end Clean Audio Mode just single tap the headset’s “answer/end” button.

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    • How to change the wireless range on the Jabra GN9330e and Jabra GN9330e USB

      Important: Please note that range settings are only supported from date code 01/10.

      To change the wirelss range settings:

      1. Place the headset on the base.

      2. Hold down the ”phone” button on the GN 9330e or the "PC” button on the GN9330e USB headset for approx. 6 seconds until the online display (blue LED) on the headset starts to flash. With a single press of the ”phone” button, you can now set the range of your headset. You can see the current setting via the charge display (yellow LED).

       

      GN9330e:

       

      GN9330e USB:

      With the Jabra GN9330e USB, you can also select the bandwidth range setting, e.g. narrowband (300Hz -3400 Hz) or wideband (150Hz-6800Hz).

       

      Normal = Up to 120 meters

      Low = Up to 60 meters

      Very Low = Up to 25 meters​​

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    • How to connect and use my Jabra GN9330e USB MS with Microsoft Lync for Windows

      | Connection and configuration

      1.    Connect the AC power cord to the headset base and to a working power outlet.
      2.    Connect the microphone to the speaker.
      3.    Attach the desired wearing style to the speaker.
      4.    Dock the headset to the base for charging.
      5.    Connect the provided USB cable to the headset base and directly into the laptop or desktop computer.
      6.    Wait for Windows to install the driver for the headset.
      7.    Start up Lync.
      8.    In the Lync main window, click Tools and choose Audio Device Settings.
      9.    Select the Tools option.
      10.    Select Audio Device Settings.



      11.    Under Audio device, select the GN 9330 from the drop down menu.



      12.    To test audio, click on the green play icons and/or Check Call Quality to place a test call.
      13.    When you have finished, click OK.

      Important: If your program-related sounds continue to come through the headset and you prefer them to come from your speakers, please take the following steps:

      1.    Go to Windows Control Panel.
      2.    Select Hardware and Sound.
      3.    Click Sounds to display the list of playback devices.
      4.    Select Speakers from the list and set as the default.
      5.    Now your speakers will provide audio for program-related sounds.

      | Usage

      Receiving a call

      You will see a call notification pop-up on your computer screen when you have an incoming call.

      Option 1: Press the Answer button on the headset base to answer the call.  



      Option 2: Press the Answer button on the headset to answer the call.



      Option 3: Click Accept on the call notification pop-up on your screen.

      call notification

      Option 4: If you are unavailable, you can click Redirect or choose to reply with an instant message.

      Adjust audio:

      To increase or decrease the listening volume, rock the Volume switch back or forth.



      To mute or unmute the microphone, press the Volume switch straight in.

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    • How to connect and use my Jabra GN9330e USB with AVAYA one-X Communicator

      | Connection and configuration

      1.    Download and install Jabra PC Suite on your computer (required for headset call control).
      2.    Connect the AC power cord to the headset base and to a working power outlet.
      3.    Connect the microphone to the speaker.
      4.    Attach the desired wearing style to the speaker.
      5.    Dock the headset to the base for charging.
      6.    Connect the provided USB cable to the headset base and directly into the laptop or desktop computer.
      7.    Wait for Windows to install the driver for the headset.
      8.    Start up one-X Communicator.
      9.    In the one-X Communicator main window, click the drop down menu and choose Settings, then General Settings.


      10.    Under Devices and Services, select the Audio option.
      11.    Under Microphone, select the Jabra GN9330 USB from the drop down menu.
      12.    Under Speaker, select the Jabra GN9330 USB from the drop down menu.

      speaker settings

      13.    When you have finished, click OK.


      Important: If your program-related sounds continue to come through the headset and you prefer them to come from your speakers, please take the following steps:

      1.    Go to Windows Control Panel.
      2.    Select Hardware and Sound.
      3.    Click Sounds to display the list of playback devices.
      4.    Select Speakers from the list and set as the default.
      5.    Now your speakers will provide audio for program-related sounds.

      | Usage

      Receiving a call

      You will see a call notification pop-up on your computer screen when you have an incoming call.

      Option 1: Press the Answer button on the headset base to answer the call.  

      Option 2: Press the Answer button on the headset to answer the call.



      Option 3: Click the green handset on the call notification pop-up on your screen.



      Option 4: If you are unavailable, you can click the red handset to ignore the call.


      Adjust audio:

      To increase or decrease the listening volume, rock the Volume switch back or forth.



      To mute or unmute the microphone, press the Volume switch straight in.


       

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    • How to connect and use my Jabra GN9330e USB with Cisco IP Communicator for Windows

      | Connection and configuration

      1.    Download and install Jabra PC Suite on your computer (required for headset call control).
      2.    Connect the AC power cord to the headset base and to a working power outlet.
      3.    Connect the microphone to the speaker.
      4.    Attach the desired wearing style to the speaker.
      5.    Dock the headset to the base for charging.
      6.    Connect the provided USB cable to the headset base and directly into the laptop or desktop computer.
      7.    Wait for Windows to install the driver for the headset.
      8.    Start up IP Communicator.
      9.    In the IP Communicator main window, click the drop down menu and choose Audio Tuning Wizard.

      audio tuning wizard

      10.    To continue to the wizard, click Next.
      11.    Under Headset, select the Jabra GN9330 USB from the drop down menu.
      12.    Under Speakerphone, select the Jabra GN9330 USB from the drop down menu.
      13.    Under Handset, select the Jabra GN9330 USB from the drop down menu.
      14.    Under Ringer, select the Jabra GN9330 USB from the drop down menu.
      15.    To continue, click Next.

      headset from wizard 

      16.    To test listening audio click Play, then Next.
      17.    To test microphone volume click Test, then Next.

      mic test

      18.    When complete, click Finish.

      Important: If your program-related sounds continue to come through the headset and you prefer them to come from your speakers, please take the following steps:

      1.    Go to Windows Control Panel.
      2.    Select Hardware and Sound.
      3.    Click Sounds to display the list of playback devices.
      4.    Select Speakers from the list and set as the default.
      5.    Now your speakers will provide audio for program-related sounds.

      | Usage

      Receiving a call

      You will see a call notification pop-up on your computer screen when you have an incoming call.

      Option 1: Press the Answer button on the headset base to answer the call.  



      Option 2: Press the Answer button on the headset to answer the call.



      Option 3: Click the headset icon on the call window.

      headset on call window

      Adjust audio:

      To increase or decrease the listening volume, rock the Volume switch back or forth.



      To mute or unmute the microphone, press the Volume switch straight in.


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    • How to connect and use my Jabra GN9330e USB with IBM Sametime for Windows

      | Connection and configuration

      1.    Download and install Jabra PC Suite on your computer (required for headset call control).
      2.    Connect the AC power cord to the headset base and to a working power outlet.
      3.    Connect the microphone to the speaker.
      4.    Attach the desired wearing style to the speaker.
      5.    Dock the headset to the base for charging.
      6.    Connect the provided USB cable to the headset base and directly into the laptop or desktop computer.
      7.    Wait for Windows to install the driver for the headset.
      8.    Start up Sametime.
      9.    In the Sametime main window, click File and choose Preferences.



      10.    Select the Voice and Video option.
      11.    Next to Microphone, select the GN9330 USB from the drop down menu.
      12.    Next to Speakers, select the GN9330 USB from the drop down menu.
      13.    Next to Ringing, select the GN9330 USB from the drop down menu.



      14.    When you have finished, click Apply, then OK.

      Important: If your program-related sounds continue to come through the headset and you prefer them to come from your speakers, please take the following steps:

      1.    Go to Windows Control Panel.
      2.    Select Hardware and Sound.
      3.    Click Sounds to display the list of playback devices.
      4.    Select Speakers from the list and set as the default.
      5.    Now your speakers will provide audio for program-related sounds.

      | Usage

      Receiving a call

      You will see a call notification pop-up on your computer screen when you have an incoming call.

      Option 1: Press the Answer button on the headset base to answer the call.  



      Option 2: Press the Answer button on the headset to answer the call.



      Option 3: Click Accept on the call notification pop-up on your screen.

       

      Option 4: If you are unavailable, you can click Decline or Decline Options to choose to reply with an instant message.

      Adjust audio:


      To increase or decrease the listening volume, rock the Volume switch back or forth.



      To mute or unmute the microphone, press the Volume switch straight in.

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    • How to connect and use my Jabra GN9330e USB with Skype for Windows

      | Connection and configuration

      1.    Download and install Jabra PC Suite on your computer (required for headset call control).
      2.    Connect the AC power cord to the headset base and to a working power outlet.
      3.    Connect the microphone to the speaker.
      4.    Attach the desired wearing style to the speaker.
      5.    Dock the headset to the base for charging.
      6.    Connect the provided USB cable to the headset base and directly into the laptop or desktop computer.
      7.    Wait for Windows to install the driver for the headset.
      8.    Start up Skype.
      9.    In the Skype main window, click Tools and choose Options.

      skype tools options

      10.    Under General, select the Audio settings option.
      11.    Next to Microphone, select the Jabra GN9330 USB from the drop down menu.
      12.    Next to Speakers, select the Jabra GN9330 USB from the drop down menu.
      13.    Next to Ringing, select the Jabra GN9330 USB from the drop down menu.

      skype general audio

      14.    When you have finished, click Save.

      Important: If your program-related sounds continue to come through the headset and you prefer them to come from your speakers, please take the following steps:

      1.    Go to Windows Control Panel.
      2.    Select Hardware and Sound.
      3.    Click Sounds to display the list of playback devices.
      4.    Select Speakers from the list and set as the default.
      5.    Now your speakers will provide audio for program-related sounds.


      | Usage

      Receiving a call

      You will see a call notification pop-up on your computer screen when you have an incoming call.

      Option 1: Press the Answer button on the headset base to answer the call.  
       


      Option 2: Press the Answer button on the headset to answer the call.



      Option 3: Click Answer on the call notification pop-up on your screen.

       call notification popup

      Option 4: If you are unavailable, you can click Decline.

      Adjust audio:

      To increase or decrease the listening volume, rock the Volume switch back or forth.



      To mute or unmute the microphone, press the Volume switch straight in.

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    • How to connect my Jabra GN9330e USB to your PC

      Connecting to PC/Laptop:

      1. Connect the USB connection cable supplied to the mini-USB socket on the Jabra GN9330e USB base and a vacant USB slot on your PC/laptop.
      2. The Jabra GN9330e USB is now automatically registered in your system control under > Sound & Audio devices.

      The Jabra GN9330e is plug-and-play with the following operating systems:

      • Windows 7 (JabraGN 9330 from version I)
      • Microsoft Vista (Jabra GN 9330 from version I)
      • Windows 2000 / ME / XP
      • Mac OS from 9.0.4 to 10.1.3 and OS X 10.5
      • SUSE Linux from Kernel 9.0

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    • How do I make my softphone default in Jabra PC Suite?

      To get full call control you must have the latest version of Jabra PC Suite installed.

      Download and install Jabra PC Suite 

      1. Open Jabra PC Suite.

      2. Click on the Softphone (PC) tab.

      3. Make sure your screen is in Advanced View.

      4. Select the appropriate softphone from the list under Target Softphone for Outoing Calls.

      5. Click Apply.


      3. Under softphone/vendor name choose the softphone that applies to you.


      4. Click Apply and then OK

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    • Why isn’t my MS Lync optimized headset default in Windows?

      Although your product is optimized for MS Lync, it is not able to make your Jabra device the default audio device in Windows automatically.

      Check your audio settings in Windows.

      Windows XP SP3:


      1. Click on the Start Button.

      2. Click on Control Panel.

      3. Click on Sounds, Speech and Audio Devices (This applies if sorted by category, if sorted by classic view, Click on Sounds and Audio Devices and go to step 5.

      4. Click on Sounds and Audio Device.

      5. If the Jabra device is not chosen as default device, on the voice tab, choose it in both Voice playback and Voice recording then click on Apply and OK.

       Windows 7:

      1. Click on the Start Button.

      2. Click on Control Panel.

      3. Click on Hardware and Sound (This applies if sorted by category, if sorted by icons, Click on Sound and go to step 5).

      4. Click on Sound.

      5. If the Jabra device is not chosen as default device, on the playback tab, choose it and click on Set Default.


      6. Do the following on the Recording tab.

      7. Click Apply and OK.


      Windows 8:

      1. On the home screen, type “sound” and click/tap on Settings.

      2. Click on sound.
      3. If the Jabra device is not chosen as default device, on the playback tab, choose it and click on Set Default.

      4. Do the following on the Recording tab.

      5. Click Apply and OK.

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  • Technologies

    • Rechargeable battery best practice

      This is the best practice for rechargeable batteries in general and is not related specifically to Jabra headsets, but to the technology itself. Below are examples of how to preserve and store a rechargeable battery to help ensure a long battery life. 

      • Avoid placement in direct sunlight
      • Avoid placement in extreme cold
      • Batteries should not be stored for extended periods without being recharged, we recommend to charge it every 3 months for most products
      • In daily use, it is best to return the headset to the charging base when not in use
      • HD Voice/Wideband consumes slightly more battery than Narrowband
      • Always return headset to charging base overnight

      If you handle or store your rechargeable battery incorrectly, its lifetime may be reduced.

      Last updated: 01-07-14

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  • Other

    • Does the Jabra GN9300 Series contain Poly Chlorinated Biphenyl (PCB)?

      ​No, the Jabra GN9300 Series products does not contain Poly Chlorinated Biphenyl (PCB).

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  • Product discontinued

    • How long am I able to receive support?

      After the End of Sales date, the Product Maintenance Period begins and will continue until the End of Product Warranty. After End of Product Warranty, the product reaches its End of Life date. After EOL date, a product becomes obsolete and is no longer improved, repaired, maintained or supported. The End of Life date is respectively 30th of June 2014 in North America and 30th of June 2015 for EMEA & APAC.

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    • How long will I be able to buy this product?

      The global End of Sales date will be the 30th of June 2013, which is the last time you will be able to place an order. When the EOS date is reached, products are no longer available for commercial sale and it will no longer be possible to place orders through Jabra. Please contact your local Jabra sales representative to check availability.

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    • How long will I be able to order spare parts?

      Accessories and spare parts will be available for sales until End of Life which is 31st of December 2014 in North America and 31st of December 2015 for EMEA & APAC.

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    • What other wireless solutions can you recommend?

      To comply with all user needs and requirements, Jabra offers a whole range of future-proof wireless office headsets. Please check out our wireless headsets solutions for offices at http://www.jabra.com/headsets-and-speakerphones/professional-products/office  and/or contact your local Jabra sales representative to find the exact solution that matches your needs.

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    • Why does this product have a limited supply?

      As a part of Jabra’s long-term audio communication strategy, we continuously aim to provide our users with the best possible future-proof solutions. As a part of this strategy the next generation of wireless headsets replaces the Jabra GN9300 Series.  New, more future-proof wireless solutions are already available. These are remarkably simple to install and even easier to use. 

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Download area
Download area

Firmware & software (Windows)

File description Language Release date Version File size Release notes
Jabra PC Suite English 10/10/2014 2.15 38,5 MB Download

Improved integration for:

  • Counterpath Bria softphone (driver enhancements and bug fixes)

New features and enhancements:

  • Jabra EVOLVE 20, 40, 65 and 80 product support in Jabra Control Center (EVOLVE 40 and 80 connects via and shows as EVOLVE LINK controller)
  • Jabra LINK 230 and 260 product support in Jabra Control Center
  • Jabra LINK 14201-41 product support in Jabra Firmware Updater (Jabra LINK 14201-41 shows as LINK 14201-33/41)
  • Jabra PC Suite SDK version 1.6 (EVOLVE features supported) (SDK backwards compatibility issues fixed)

System requirements & Compatibility:
See help file in JPCS or Installation guide: http://www.jabra.com/pcsuite

Manuals

Documentation for download Language File format File size
Accessory Overview English PDF 379,4 KB Download
Declaration of Conformity English PDF 74,6 KB Download
Quick Start Guide PDF 603,9 KB Download
Serial Number Location English PDF 251,7 KB Download
Technical Specification English PDF 624,6 KB Download
User Manual English PDF 6,7 MB Download