H820e Wireless Headset

Knowledge Base

Troubleshooting & FAQs

1. Drivers / Software

Does my H820e require any software or drivers?

Your Logitech wireless headset doesn't require any drivers or software, other than the default device drivers built into your operating system. Connect your receiver or dock to a USB port on your computer, and the drivers will install automatically. For Bluetooth, connect as you would other Bluetooth devices, and the drivers will install automatically.

2. Audio

My H820e audio doesn’t sound right

Audio quality can be impacted by several factors including network performance, system, application, or the device itself.  To ensure that the H820e is working properly, please follow these easy steps:

  • First of all, please make sure the conferencing application has H820e selected for both the mics and speakerphone.

  • Follow the steps under H820e Basic Troubleshooting and verify that the correct driver is listed in Device Manager under “Audio inputs and outputs” and “Sound, video and game controllers” sections (Hyperlink to that section)

  • Verify that the network or conferencing service is not the cause of the audio quality issues, by trying a local audio recording application like Windows 10 Voice Recorder and checking the audio quality of the microphone locally

  • Then try playing a local audio file through the H820e and verify the speaker sounds good.

  • Ensure the volume level is optimal; adjusting may even correct the issue

  • Try a different application. Try another conferencing or audio application. Many applications even have a test mode to playback audio for testing purposes.

  • Headset must be paired with base. Ensure base icon is solid white.

If the headset becomes unpaired to the base, or if you’re pairing a new headset to the base follow these steps: 1. Place the headset in the base. 2. After 5 seconds you will hear a tone played through the headset speaker that signals pairing has started. – The headset icon will flash indicating pairing is taking place. The icon will be solid white when paired. – If after 5 seconds you do not hear the tone and the icon does not flash, remove and redock the headset.

  • If you have several H820e headsets in close proximity you may experience poor audio quality which will be improved by switching the headset to narrow band mode. Dock the headset in the base. Move the switch to N for narrow band. Wait a few seconds until you hear a tone to indicate the setting has been updated.

Some additional advanced steps: 


  • You can try adjusting the mic gain lower or higher by following these steps:

  • For Windows, right click on the speaker icon in the system tray, and select “Recording devices.”

  • The system tray (or "systray") is a section of the taskbars in the Microsoft Windows desktop user interface that is used to display the clock and the icons of certain programs so that a user is continually reminded that they are there and can easily click one of them. In Windows 10, it looks like this:

  • Once you’ve opened “Recording Devices,” right click on the H820e microphone and select “Properties” and then “Levels”

  • Lastly, adjust the Mic array slider higher and lower to reset the gain

  • For Mac, (Placeholder)

  • Enable/disable processing: Sometimes the audio processing in the conferencing application can interfere with headset performance. If your application allows you to enable/disable audio processing, take this step to evaluate if it makes a difference

3. Computer Recognition

My H820e isn’t recognized by my computer

If you have plugged H820e into a USB port, and even after several minutes the device is not recognized in the system or not showing up in your applications, please try the following to ensure whether it is a connection issue rather than problems with your hardware:

  • Check your setup: are all cables and connections plugged in tightly?

  • Try a different USB port: sometimes a USB port on the host computer running the video conferencing software may have an issue

  • Try a different computer: does the H820e work fine on another system?

  • If H820e is connected through a USB hub or extender, try plugging directly into USB port: some external hubs or extenders may not have adequate power or specifications to support H820e.

For Windows:

  • Open Device Manager to check that the Windows driver is properly installed

  • Device Manager in the Windows Operating Systems

  • You can access Device Manager by a) hitting the Windows Start then b) typing “Device Manager” in the search bar to the right of the start icon

  • Open “Sound, video and game controllers” and confirm if Logitech H820e is listed. If not listed:

  • Try a different USB port

  • Check if Windows Update is enabled.

  • Windows Update is a Microsoft Service which automatically downloads and installs updates over the internet to the operating system.

  • You can access Windows Update by selecting the Windows start icon and typing in Windows Update in the search field. Windows Update settings is controlled by the Administrator of your system, so if you are working in a professional environment, you may need to contact your IT department.(note:  add images here)

  • If Logitech H820e is listed with or without a yellow exclamation point, please then try the following to make sure the latest updated driver is installed:

  • In Device Manager, right-click on H820e device, and select Update Driver.

  • In the Update dialog, select Update Driver.

  • Select Search automatically for updated driver software

  • Select the Logitech H820e driver that is listed

For macOS:

  • Select the apple icon at the top left of the screen.

  • Select “About this Mac” in the drop down menu, and then “System Report” in the pop-up box.

  • In the System Report, if the headset is properly recognized, it will be listed under “Audio” as “Logitech H820e.”

  • You may see Logitech Headset instead of H820e as the audio device. In order to select H820e as your audio device, select Logitech Headset. Unlike on a Windows computer, the webcam is labelled by the manufacturer name instead of the specific device name available within the USB descriptor.​​​​​​​

If you have taken all these steps and still have an issue, you may have a faulty device or cable.

4. Mute

Wireless Headset Dual / Mono H820e mutes when a second call comes in

When using your headset with Cisco Jabber or Microsoft Lync, the headset may automatically mute while you're on a call and a second call comes in.

If you choose to not take the incoming call, un-mute the current call.

If you choose to answer the incoming call, just switch to the other call. It shouldn't be muted.

Useful Documents 



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