Citrix Headset Troubleshooting - Windows in Citrix/Citrix Workspace

This article is for remote users that are troubleshooting headset issues in Citrix. 

Instructions

1. The first thing you can try is to check if the headset is actually picking up anything. Make sure the blue light on the headset is on.
   Then go to the bottom right hand of your Citrix window and right click on the speaker icon. Then click on "Playback Devices"

    2. Find your headset in the list and right click on it. Then select test. You should hear something through the headset. If not there is something wrong.

3. Next test your mic on the headset. Go to the "Recording Tab." Speak into your mic and make sure the green bars move up next to your listed headset.

If both Speaker and microphone work then you may not need to proceed to the steps below. Try a test call. If it still does not work follow the steps below.

4. In Citrix click on the black drop down menu at the top for your screen  

 5. If they are using Citrix Workspace select "Devices" and then "Manage Devices"

  6. Find your headset in the list and click on "Switch to Generic"

      You may need to hover your mouse over the devices to see the full names

6b. If they are using Citrix Receiver, select "Preferences" then "Connections". Make sure that the Microphone and Webcam session settings are set to "Connect Automatically".

7. This may or may not install a device driver software. If it does a small message will appear on the bottom left hand of your screen. Wait for the driver to install (about 5 mins) and then proceed to step 5.

If you it does not install a device driver software go to step 5.

8. Go back up to the black drop down menu at the top for your screen. Select "Devices" and then "Manage Devices" once again. 
    This time, find your device and select "switch to optimized"

9. Disconnect from your Citrix session and then reopen the desktop. Your headset should work correctly now. 

If you are still having issues, contact technical support.