First steps to troubleshoot

Try these solutions first if you experience problems with your Cisco Headset 730.

  • Make sure your headset is fully charged.

  • Make sure your headset is powered on.

  • Disconnect other active Bluetooth® devices.

  • Increase the volume on your headset or call device.

  • Download Cisco Headsets to your mobile device and run the available software updates.

  • Erase all Bluetooth connections and reconnect your headset.

  • Connect to a different call device.

  • Move your headset closer to your desired call device and away from any potential sources of radio interference or obstructions.

  • Make sure that the Bluetooth drivers on your Windows or Mac device are up to date.

Targeted troubleshooting solutions

If the above steps don't resolve your issue, see the list of troubleshooting scenarios below to identify symptoms and solutions to common issues. If you're still unable to resolve your issue, contact Cisco support.

My Bluetooth device can't find the headset

Try these steps if your headset doesn't connect with your Bluetooth® device:

  • On your call device:

    • Turn Bluetooth off, then on again.

    • Delete the headset from the list of Bluetooth devices and pair the headset again.

  • Reboot your headset.

  • Make sure that your headset is within 3 feet (1 meter) of your intended device.

  • Clear all paired devices from the headset and start the pairing process over.

  • Make sure the Bluetooth drivers on your Windows or Mac device are up to date.

I can't connect a new device to the headset

Try these steps if your headset can't connect to your intended call device:

  • Reboot your headset.

  • Disconnect other paired Bluetooth® devices from your headset.

    See Manage Your Bluetooth Connections.

  • Reboot the Bluetooth device you want to pair with your headset.

  • Clear all paired devices from the headset.

    See Delete Paired Devices.

  • Make sure your headset is within 3 feet (1 meter) of your intended device.

  • Make sure that the Bluetooth drivers on your Windows or Mac device are up to date.

My Cisco Headset 730 shows up twice in my Bluetooth device list

Your Cisco Headset 730 shows up in Bluetooth® device lists as Cisco HS 730, followed by the last three digits of your headset serial number.

After your headset pairs to a Windows 10 device, you will have the option to select between a Stereo and Hands-free (HFP) Bluetooth connection. Make sure you select the Bluetooth profile that best suits your needs. A Stereo Bluetooth connection features richer sound and works best for music and video playback. Hands-free is intended for voice calls. Depending on the calling application you have, you may not be able to hear audio when you select Stereo.


Occasionally, your Cisco Headset 730 may appear twice in the Windows 10 Bluetooth device list when you first pair your headset. Pair with the Cisco Headset 730 that displays Audio underneath your headset name. Your headset may not properly pair to theCisco Headsets mobile app if you select the other Cisco Headset 730 entry. The incorrect Bluetooth entry usually appears next to this icon BLE icon.

If you accidentally select the wrong Cisco Headset 730 entry, remove the connection from the Devices menu before you pair your headset again.

You experience poor audio quality in your headset

Try these steps if you experience poor audio quality in your headset:

  • Try a different audio source to see if the problem persists.

  • Disconnect other paired devices from your headset.

    See Manage Your Bluetooth Connections.

  • Connect your headset to an audio source with the USB or 3.5mm cable.

  • Turn off any audio enhancement features on your device or music app.

  • On your device:

    • Turn Bluetooth® off then on again.

    • Delete your headset from the list of connected Bluetooth devices and reconnect your headset.

My headset is on but has no sound

Try these steps if you can't hear any sound in your headset.

  • Check the volume level on your headset.

  • Ensure that the audio output on your device is set to Cisco HS 730.

  • Turn off music or hold a call on other active sources.

  • Reboot your headset.

  • If you are listening to music:

    • Press Play on your device to make sure audio is playing.

    • Play audio from content stored directly on your device.

  • Make sure your headset is within 30 feet (9 meters) of your intended device.

  • Disconnect the USB adapter if it is not in use.

People can't hear me well

Try these steps if the microphone on your Cisco Headset 730 doesn't pick up your voice:

  • Make sure that your headset faces forward on your head. If you wear your headset backwards, the microphones won't work properly.

    Point the headset microphones towards your face.
  • Disconnect other Bluetooth® devices from your headset.

    See Manage Your Bluetooth Connections.

  • Try to make a call on a different device.

  • Connect to your device with the USB-C or 3.5 mm cable.

  • Make sure the microphone isn't muted.

  • On your device:

    • Turn Bluetooth off, then on again.

    • Delete your headset from the list of connected Bluetooth devices and reconnect your headset.

My headset doesn't charge

Try these steps if your headset doesn't charge:

  • Make sure the USB-C cable is connected to the USB-C port on your headset. The power LED beneath the Power/Bluetooth switch lights up when the headset charges.

    Cisco Headset 730 USB-C port

    See Charge Your Cisco Headset 730 with the USB-C Cable.

  • Make sure that both ends of the USB cable are secure.

  • If the headset has been exposed to extreme high or low temperatures, let the headset return to room temperature before you try to charge the headset.

  • Try a different USB-A wall charger or AC power source.

  • If you are using the Cisco Headset 730 charging stand, make sure the headset is properly seated. The LED on the front of the stand shows solid white when the headset is properly seated.

I can't get the USB adapter to pair with my Cisco Headset 730

Try these steps if you can't get your headset to connect to the USB Adapter.

  • Disconnect and reconnect the adapter from your call device.

  • Disconnect other paired Bluetooth® devices from your headset.

  • Put the USB aadapter into pairing mode and reconnect to your headset.

My headset can't connect to the Cisco Headsets app

The Cisco Headset 730 uses two different Bluetooth® standards. Content such as music and voice audio use a traditional Bluetooth connection. The Cisco Headsets app uses Bluetooth Low Energy to communicate with the Cisco Headset 730. Bluetooth Low Energy transmits data back and forth from the headset and uses less battery power than a traditional Bluetooth connection. When you put the headset into pairing mode, the headset attempts to connect to both Bluetooth frequencies. When you connect your headset to your mobile device through the system settings, your device only searches for traditional Bluetooth connections.


If you have iOS 13 or later, you can connect to both traditional Bluetooth and Bluetooth Low Energy frequencies through the Cisco Headsets app. Android devices or iPhones with iOS 12 or older must connect to the system settings and app separately.

Try these steps if you can't connect your headset to the Cisco Headsets app.

  • Reboot your headset with the Cisco Headsets app open.

  • Slide up and hold the Power/Bluetooth switch for two seconds to put your headset into pairing mode and tap Retry in the Cisco Headsets app.

  • Reboot your mobile device.

Why can I connect to the app when my phone is disconnected from my headset?

The Cisco Headset 730 can connect to up to two active Bluetooth® devices at once. Because the Cisco Headsets app uses Bluetooth Low Energy to connect to your headset, the connection does not count as one of the two traditional Bluetooth devices.

Try these steps if the Cisco Headsets app doesn't show your mobile device as Connected.

  • Turn off one of your other connected Bluetooth devices.

  • Unplug the USB adapter.

My headset update fails in the app

If your headset fails to update with the Cisco Headsets app, make sure:

  • Your headset is charged.

  • Your mobile device keeps the Cisco Headsets app open.

  • Your headset and mobile device are near each other while the update completes.

The Cisco Headsets app doesn't work on my mobile device

Try these steps if you have problems with the Cisco Headsets app on your mobile device:

  • Make sure that your mobile device is compatible with the Cisco Headsets app and meets the minimum system requirements. For more information, refer to the app store on your mobile device.

  • Uninstall Cisco Headsets on your mobile device, then reinstall the app.

  • With the app open and searching for your headset, slide the Bluetooth/Power switch up and let go.

Troubleshoot the voice assistant controls on your headset

  • Try to access your voice assistant directly on your mobile device.

  • Make sure that the voice assistant feature is enabled though the Cisco Headsets app.

    See Enable Voice Assistant Activation Through Your Headset.

  • Connect your mobile device to a Wi-Fi or cellular data network.

  • Make sure that your voice assistant is up to date.

  • Make sure that your mobile device is compatible.

Check your headset firmware in the Cisco Headsets app

You can check your current firmware load in the Cisco Headsets app.

The app will send you a prompt when a new firmware version is available.

1

On your mobile device, open Cisco Headsets.

2

Select Settings > Device Info.

Check your headset firmware on on-premises phones

You can check your headset software on any supported Cisco IP phone.

1

Press Applications Applications button.

2

Select Accessories.

3

Highlight Cisco Headset and press Show detail.

Check your headset firmware on Cisco Jabber

You can check your Cisco headset firmware on Cisco Jabber version 12.8 or later.

1

In Cisco Jabber, click the gear icon gear icon and select Settings > Audio.

2

Under the Speaker slider, click Advanced Settings.

Your headset model, serial number, and current firmware version displays at the top of the window.

Find your serial number in the Cisco Headsets app

You can find your Cisco Headset 730 serial number in the Cisco Headsets mobile app.

1

On your mobile device, open Cisco Headsets.

2

Select Settings > Device Info.

Find your headset serial number on a Cisco IP phone

You can find your headset serial number on any Cisco IP phone.

1

Press Applications Applications button.

2

Select Accessories.

3

Highlight Cisco Headset and press Show detail.

Find your headset serial number in Cisco Jabber

You can find your Cisco headset serial number on Cisco Jabber for Windows and Mac, version 12.8 or later.

1

In Cisco Jabber, click the gear icon gear icon and select Settings > Audio.

2

Under the Speaker slider, click Advanced Settings.

Your headset model, serial number, and current firmware version displays at the top of the window.

Submit logs through the Cisco Headsets app

Headset logs provide Cisco engineers with valuable diagnostic information that help us improve the Cisco Headset 730.

1

Open the Cisco Headsets mobile app.

2

Select Support and tap Send Logs.

The Cisco Headsets app opens your preferred email app with a new message that contains a prefilled subject line and log files attached.

3

Describe your problem in the email, add any other relevant attachments, and tap send.

Replace your ear pads

The ear pads on your headset are an important part of your experience. They provide comfort, grip, and isolate your headset audio. With time, it's natural for ear pads to wear out, but you can replace them easily.

1

Grip the old ear pad firmly in your hand, press down, and rotate it counterclockwise.

remove old ear pad
2

Pull the old ear pad away from the speaker.

3

Align the notches on the headset with the pins on the inside of the new ear pad.

ear pad alignment
4

Place the ear pad on the headset. Be sure that the ear pad pins are flush with the notches on the headset.

5

Grip your headset, firmly press the new ear pad down, and turn clockwise until you hear the pins click into place.

rotate the new ear pad clockwise

Clean your headset

Periodically, you may need to clean your headset.

1

Wipe the headband and ear cups on your headset with a soft, dry cloth.

2

Optional: If a headset requires additional cleaning, apply a small amount of non-alcohol-based cleaning agent onto a soft, clean, lint-free cloth, and gently wipe down the headset. Avoid using a 70% isopropyl alcohol solution, as it may discolor or cloud the surface and potentially degrade the integrity of the device over time.

If the headset requires disinfection, you may use a 70% isopropyl alcohol solution at your own risk.

Replacement ear pads are available to order on the headsets.


 

Don't allow moisture to get inside your ear cups, the USB-C port, or the 3.5 mm jack.

Damage to your Cisco products as a result of cleaning and disinfecting isn't covered under our warranties or product guarantees.

Upgrade your Cisco Headset 730 firmware

You can upgrade your headset firmware through the Cisco Headsets mobile app, Cisco Accessory Hub, Webex, a Cisco IP phone (phone firmware 12.7(1) or later), or on Cisco Jabber (version 12.8 or later). Headset upgrades take about 7–10 minutes to complete.

1

To begin your upgrade, do one of these actions:

  • Pair your headset to your smart phone, and open the Cisco Headsets mobile app.

     

    The Cisco Headsets app won't upgrade your headset when the headset battery is low. Make sure your headset is charged before you upgrade.

  • Connect your headset with the USB-C cable to a Cisco IP phone.
  • Connect your headset with the USB-C cable to a computer with Cisco Jabber.
  • Connect your headset with the USB-C cable to a computer with Webex.
  • Connect your headset with the USB-C cable to a computer and go to Cisco Accessory Hub.

     

    You can also update your USB HD adapter through Cisco Accessory Hub.

2

Follow the on-screen instructions.

Upgrade your headset on Cisco Accessory Hub

You can upgrade your Cisco Headset 500 Series, Cisco Headset 730, or Cisco Headset USB HD Adapter on Cisco Accessory Hub. This tool enables you to upgrade and check your headset firmware through your web browser. It automatically checks your headset model and current firmware version. It gives you the option to upgrade your headset when there is a newer firmware version available.

You can also upload an older firmware version from your PC desktop. Download the zipped firmware files from the Cisco Software Download page and extract the .ptc firmware files. Headset models match to each .ptc file by name. Use the following table as a guide:

Table 1. Headset firmware files

Term

Headset model

ddp

Cisco Headset 520 and 530 Series


 

You can only upgrade to new firmware versions from firmware version 2.3(1) or later. You can downgrade from 2.3(1), but Cisco Accessory Hub won't be able to detect your headset after it downgrades to the older firmware.

md

Cisco Headset 560 Series

sunkist

Cisco Headset 730

dongle

Cisco Headset 730 USB Adapter

Before you begin

You need Google Chrome version 92 or later to access this feature.

1

Connect your headset or USB adapter to a USB port on your computer.

2

In Google Chrome, go to Cisco Accessory Hub.

3

Click Next and select your headset in the pop-up window.

4

Do one of the following:

  • Select the most recent firmware version from the cloud.
  • Upload an older firmware version from your PC desktop.
5

Click Start Upgrade.