My headset isn’t recognized by my computer

If your computer doesn't recognize your headset (H570e, H650e, H820e) after you've plugged it into a USB port, follow these steps to determine if it's a connection issue or a hardware problem:

1. Confirm that all connections are plugged in securely.

2. Try connecting the headset  to a different USB port on the computer running the video conferencing software.

3. Test the headset on another computer to see if it works correctly there.

4. If the headset is connected through a USB hub or extender, try plugging it directly into a USB port on your computer. Some hubs or extenders might not provide sufficient power or meet the necessary specifications to support your device.

Windows Troubleshooting

1. Access Device Manager

2. In the search bar to the right of the start icon, click on Sound, video and game controllers or Audio Inputs and Outputs.

3. Check if the Logitech Headset is listed. If it's not: try connecting to a different USB port.

4. Ensure Windows Update is enabled (controlled by the system administrator in professional environments).

Driver Update

If the Logitech H570e is listed with or without a yellow exclamation mark, update the driver:

1. Right-click on the H570e device in Device Manager.

2. Select Update Driver.

3. Choose Search automatically for updated driver software.

4. Select the Logitech headset driver from the list (you may see Logitech Headset instead of the precise model name as the audio device).

macOS Troubleshooting

Click the Apple icon at the top left of the screen > About This Mac > System Report > Audio:

• If the headset is recognized, it will show as “Logitech Headset”, if you see it, make it the default device.

If the issue persists after these steps, you may have a faulty device or cable contact us for technical assistance.