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Troubleshooting
Troubleshooting
  • I have no sound at all in my headset

    1. ​Make sure you have power on the headset base

    2. ​Make sure your headset is turned on

Frequently Asked Questions
Frequently Asked Questions

FAQ - Top 5 questions

  • I do not have clear audio. What could be wrong?

    ​The clear dial tone switch and microphone volume settings must match your desk phone. Follow the steps in the Quick Start Guide for setting up the product correctly.

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  • How do I pair a new headset if my Jabra PRO 900 headset needs to be replaced?

    Please select one of below options:

    1. If your previous master headset is turned off, simply dock the new headset and wait until the battery icon is green (this could take up to 1 minute).
    2. If your previous master headset is on, you should dock the new master headset and press and hold the answer/ end call button for approx 1 second, then wait until the battery icon turns green (this can take up to 1 minute).  
    Please note: The base needs to be turned on when you dock the new master headset.

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  • How many headsets can I use in my location to avoid density issues?

    If you intend to use more than 16 DECT Narrowband headsets in your close environment, please contact your local sales team to receive the best possible guidance to avoid density issues.

    Click here to contact us.

     

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  • How do I transfer my call from Microsoft Lync 2013 to my mobile phone?

    When on a call, follow this simple guide.

    Note! Your Lync client needs to support outgoing calls for this feature to work.
    Make sure the headset is connected through Bluetooth to your mobile phone


    1. Mouse over the phone button


    2. Click on Transfer Call


    A. Click on Mobile under “My Numbers” to transfer the call to the Mobile number attached to your Lync account


    B. Or, if your mobile number is not entered in Lync, click on Another Person or Number under “Other Options”


    Type the number click on OK


    4. Accept the incoming call on your mobile phone.

    Last updated: 20-10-14

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  • How do I transfer my call from Microsoft Lync for Mac 2011 to my mobile phone?

    When on a call follow this simple guide.

    Note! Your Lync client needs to support outgoing calls for this feature to work.
    Make sure the headsetconnected through Bluetooth to your mobile phone

    1. Click on the Transfer Call button






    2. Click on Other Person or Number…



    3. In the search box enter the phone number you want to transfer the call to
    4. Click OK



    5. Accept the incoming call on your mobile phone.

    Last updated: 29-08-14

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FAQ - all questions

  • Audio

    • I do not have clear audio. What could be wrong?

      ​The clear dial tone switch and microphone volume settings must match your desk phone. Follow the steps in the Quick Start Guide for setting up the product correctly.

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    • How do I transfer my call from Microsoft Lync 2013 to my mobile phone?

      When on a call, follow this simple guide.

      Note! Your Lync client needs to support outgoing calls for this feature to work.
      Make sure the headset is connected through Bluetooth to your mobile phone


      1. Mouse over the phone button


      2. Click on Transfer Call


      A. Click on Mobile under “My Numbers” to transfer the call to the Mobile number attached to your Lync account


      B. Or, if your mobile number is not entered in Lync, click on Another Person or Number under “Other Options”


      Type the number click on OK


      4. Accept the incoming call on your mobile phone.

      Last updated: 20-10-14

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    • How do I transfer my call from Microsoft Lync for Mac 2011 to my mobile phone?

      When on a call follow this simple guide.

      Note! Your Lync client needs to support outgoing calls for this feature to work.
      Make sure the headsetconnected through Bluetooth to your mobile phone

      1. Click on the Transfer Call button






      2. Click on Other Person or Number…



      3. In the search box enter the phone number you want to transfer the call to
      4. Click OK



      5. Accept the incoming call on your mobile phone.

      Last updated: 29-08-14

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  • Features

    • How many headsets can I use in my location to avoid density issues?

      If you intend to use more than 16 DECT Narrowband headsets in your close environment, please contact your local sales team to receive the best possible guidance to avoid density issues.

      Click here to contact us.

       

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    • How do I change the audio protection level on my Jabra headset using Jabra Direct?

      Requirements

      The audio protection level can be changed in Jabra Direct.

      Please follow these steps:

      1. Open Jabra Direct.
      2. Click on Settings.



      3. Scroll down to Audio protection and choose the desired level.



      4. Click Apply.

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    • Can I adjust the settings on my Jabra PRO 900 without using Jabra Direct?

      Requirements

      ​Yes, some key settings can be adjusted, e.g. range, audio protection, and auto sleep mode.

      To enter the voice guided setup menu, please follow these steps:

      1. While not on a call press and hold both headset volume buttons at the same time until you hear a beep.

       

      2. Afterwards, use the volume up and down buttons for toggling the current setting; use the answer/end call button to accept the setting and then go to the next setting in the menu. Exit the set-up mode the same way as you entered the menu, by pressing/holding both volume buttons.

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    • How can I find the firmware version of my Jabra headset using Jabra Direct?

      Requirements

      To find the firmware version of your headset, please follow these steps:

      1. Open Jabra Direct.
      2. Click on Settings.

       

      3. Scroll down and expand the Product Information menu.
      4. The firmware version is listed here.


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  • Installation

    • How do I pair a new headset if my Jabra PRO 900 headset needs to be replaced?

      Please select one of below options:

      1. If your previous master headset is turned off, simply dock the new headset and wait until the battery icon is green (this could take up to 1 minute).
      2. If your previous master headset is on, you should dock the new master headset and press and hold the answer/ end call button for approx 1 second, then wait until the battery icon turns green (this can take up to 1 minute).  
      Please note: The base needs to be turned on when you dock the new master headset.

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    • How do I connect my Jabra Pro 9x5 BT to my Jabra Link 360?

      Requirements

      There are two ways to pair the headset to the Link 360.

      To connect without using Jabra Direct, please follow these steps:

      1. Remove the Jabra Link 360 from the PC.
      2. Turn the headset off by pressing the Multi-function button for 3 seconds.



      3. Place the headset on your head.
      4. Press and hold the Multi-function button for at least 5 seconds to enter pairing mode.
      5. Plug the Jabra Link 360 into the PC to automatically connect the headset. Connection may take up to 1 minute.

      To connect using Jabra Direct, please follow these steps:

      1. The Jabra Link 360 should be plugged into the PC.
      2. Turn off the headset by pressing the Multi-function button for 3 seconds.
      3. Put the headset on your head.
      4. Press and hold the Multi-function button for at least 5 seconds to enter pairing mode
      5. Open Jabra Direct.
      6. Click on the Menu button.



      7. Click on Bluetooth connections.
      8. Click on Start on Search for a new Bluetooth device. Connection may take up to 1 minute.


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    • How do I pair a new master headset if several users are using the same base, but with different headsets (shared desk)?

      Please select one of below options:

      1. If your previous master headset is turned off, simply dock the new headset and wait until the battery icon is green (this could take up to 1 minute)
      2. If your previous master headset is on, you should dock the new master headset and press and hold the answer/ end call button for approx 1 second, then wait until the battery icon turns green (this can take up to 1 minute).
      Please note: The base needs to be turned on when you dock the new master headset.

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    • When I try to make a call using my desk phone, the Jabra GN1000 RHL lifts but the call is not connected.

      ​The Jabra GN1000 cannot be used in conjunction with a headset port. Make sure that the Jabra wireless headset base is connected to the desk phone handset port and not the headset port (if the desk phone has one).

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    • How do I connect my Jabra PRO 9x5 series to a mobile device using NFC?

      1. Enable NFC and Bluetooth on your mobile device.

      2. Ensure the headset is turned on.

      3. Tap the NFC zone on the mobile device against the NFC zone on the Jabra headset.

      Note: If asked for a pin code or passkey the code is 0000 (four zeros).

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    • How do I pair my Jabra PRO 9x5 series to my mobile device using Bluetooth?

      You can pair your mobile device to the headset in two different ways.

      | Pairing with the Jabra PRO base.

      1. Connect the Jabra PRO base to a power supply.
      2. Wear the headset.
      3. Tap the Mobile device button on the base.
      4. Pairing mode will be announced in the headset and the mobile device icon will light up.
      5. Follow the voice-guided pairing instructions in the headset to pair to your mobile device.


      If asked for a pin code or passkey, enter 0000 (four zeros).

      | Pairing without the base.

      1. Ensure the headset is turned off (press 1 sec the Multi-function button).




      2. Wear the headset.
      3. Press and hold (5 seconds) the Multi-function button to turn the headset on and enter pairing mode.
      4. Follow the voice-guided pairing instructions in the headset to pair to your mobile device.

      If asked for a pin code or passkey, enter 0000 (four zeros).

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    • How do I connect my headset with a Polycom IP 320, IP 321, IP 330, IP 331, IP 335, IP 430, IP 450, IP 550, IP 560, IP 650, IP 670 or VVX 1500 so I can pick up and hang up calls electronically?

      Requirements
      Jabra Pro 920 or Jabra Pro 925 with latest firmware.
      Jabra Link 14201-17.
      Jabra 8800-00-75 for Polycom IP 320, IP 321, IP 330 or IP 331 only.

      In combination with one of the following phones

      SoundPoint IP phones running SIP software v 3.0 or later and BootROM 4.1.0 or later.
      Polycom IP 321, IP 331 running SIP software v3.1.2 rev. C or later.
      Polycom IP335 running SIP software v3.1.2 rev. B or later.
      VVX 1500 running SIP software v3.1.2 rev. B or later and BootROM 4.1.2 or later.


      Please follow these steps:

      1. Plug one end of the EHS adapter or cable into the serial port on the back of your phone.
      2. Plug the other end into the Jabra device base socket marked, AUX.
      3. Connect the headset’s RJ-9 connector to the Jabra device base marked with a Phone icon and the other end on the back of the phone marked with a Headset icon (use cord 8800-00-75 for SoundPoint IP phone models 320, 321, 330 or 331).




      Automatic configuration

      1. Set the phone set-up switch to position A





      2. Have someone call this phone and wait at least 10 seconds before answering the call. The appropriate EHS mode will be set automatically.

      3. Place a test call to a colleague and set the volume adjustment appropriately for your microphone audio level.

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  • Technologies

    • Why is it important to update headset firmware?

      Requirements

      Firmware updates usually improve performance and sometimes add new functionality to your device.
      For some Jabra Link EHS adapters you need a micro USB cable to connect the adapter to the PC.

      To check for new firmware, please follow these steps:

      1. Open Jabra Direct.
      2. If a firmware update is available for your Jabra device, this will be indicated on the main screen.



      3. To update or to manually check for new firmware click on the Firmware Updater icon.



      4. The Jabra Direct Firmware Updater will open in a new window.
      5. Select your device and click on the Next button.



      Note: To update devices like e.g. Jabra Motion or Jabra Stealth they need to be connected directly to the PC with a USB cable.

      6. Click on the Download button, and when the download is done click on the Next button.



      7. Follow the on-screen instructions. Do not unplug your device while preforming a firmware update.

      Note: If using a Jabra USB dongle with your device e.g. Jabra Motion UC or Jabra Stealth UC it is recommended to update both the headset and dongle at the same time. The PC must be connected to the internet to download the latest firmware.

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    • 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

    • Is it possible to automate calling and answering on my desk phone without using a handset lifter?

      ​Yes, but only if your desk phone has an electronic hook switch feature. Ask your supplier about the phone’s compatibility or consult the Setup & Support area. 

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Download area
Download area

Firmware & software (Mac)

File description Language or Region Release date Version File size Release notes
Jabra Suite for Mac English 11/14/2014 2.3 15,6 MB Download

INew features and enhancements:

  • Jabra Biz 2400 II product support in Jabra Control Center and Jabra Firmware Updater
  • Jabra Stealth UC product support in Jabra Control Center and Jabra Firmware Updater
  • New Jabra Suite for Mac Overview & Status widget available in Mac Notification Center (OSX Yosemite)
  • Various stability and performance improvements

Firmware & software (Windows)

File description Language or Region Release date Version File size Release notes
Firmware English 11/18/2014 1.4 5,4 MB Download
Service release 2
Release Date: 18/11/2014
Software Release No.: 1.4.6

Release note for PRO 925/935:
  • MSH corrected, now full MSH functionality on Pro 925 
  • Improved echo performance during double talk
  • Default microphone level changed from 9 to 6 on Pro 925
Jabra Direct English 4/13/2015 3.0 23,7 MB Download

New features and enhancements:

  • All-new User Interface with simple design and focus on the audio device(s) available
  • Improved for touchscreen usage
  • Status & readiness information available via the new Direct dashboard, displaying when the headset(s) and softphone(s) are ready for your next call
  • Easy access from the Direct dashboard (click the J-icon in Windows Notification area) into the Jabra Direct home screen where all features are available and manageable
  • Simplified settings control to improve the personalization of attached audio device(s)
  • Automatic softphone detection and enabling of Remote Call Control between a Jabra device and installed softphone(s)
  • Built-in help information (mouse-over shows help text)
  • Improved support information, including the ability to generate Diagnostic Report

Manuals

Documentation for download Language or Region File format File size
Accessory Overview English PDF 1,3 MB Download
Datasheet PDF 1,6 MB Download
Declaration of Conformity English PDF 900,6 KB Download
User Manual PDF 7,6 MB Download