This article is for remote users troubleshooting headset issues. Please note that some of these steps include checking settings on their home computer. For the sake of simplicity, it is being assumed that users' home computers are Windows 10. For Mac/Linux users, a ticket will most likely need to be submitted for more specific troubleshooting steps.
Instructions
1. Check Local Computer Sound Settings
First, we will start by checking your home computer’s sound settings. If you are trying to perform these steps in the Citrix machine, you are in the wrong place.
First, right click the speaker icon in the bottom right corner
Hit “open sound settings”
In the sound settings, we’ll be checking your “Output” and “Input”. Skip this paragraph if your headset is showing as a drop-down option. If it is not showing your headset as the selected option, click the drop down and select it. If your headset is not an available option, make sure it is plugged in or try a different USB until it is recognized. If it is still not recognized, try rebooting the computer. If it STILL isn’t recognized, there may be an issue with the headset. If possible, test the headset on a different computer to see if it works there. If it doesn’t work on a different device, then the headset will need to be replaced. If it appears on a different computer but not yours, then there may be an issue with your computer preventing the headset from connecting.
If your headset is already selected for both, choose a different option for both of them and then switch them back to the headset options. To verify that the output is working, adjust your master volume. This will make a sound which should come through your headset. This should also cause the Master volume bar to move up and down. To test the input, simply talk in to the mic. You should see a signal on the bar underneath where it says “Test your microphone”.
After checking these settings in step 3, connect to your Citrix machine. If you’re already connected, disconnect from your Citrix machine. To disconnect, hover your mouse at the top then hit the tab that drops down. You can then hit Disconnect. Alternatively, you can just close the Citrix window. After this, relaunch and see if the issue is resolved.
2. Check the device setup in Net Phone