What if I don't hear any audio or only have one-way audio on calls with my Poly Edge E320 or E400?

What You Are Experiencing
A call is connected on the screen but you cannot hear the other party, the other party cannot hear you, or both sides are silent.

Most Likely Cause
The phone is muted, volume is at zero, or audio is routing to the wrong device (handset vs headset vs speakerphone). All of these are resolvable at the phone.

How to Fix It
Step 1: Check Mute

1. Look at the Mute key (key 15, the microphone icon at the bottom right of the dial area).
2. If the Mute key is lit red, you are muted. The other party cannot hear you.
3. Press the Mute key to unmute. The red light goes out.

Step 2: Check Volume

1. Press the Volume + key (key 11, the + side of the rocker on the left side of the phone) to raise volume.
   
2. Volume adjusts based on current audio mode:
   ◦ Handset off hook: adjusts handset volume
   ◦ Speakerphone active: adjusts speaker volume
   ◦ Headset active: adjusts headset volume
   ◦ Phone idle on hook: adjusts ringer volume
   

Step 3: Check Audio Path
E320

1. If using the handset but hearing nothing, confirm the handset is fully connected at the Handset Port (port 7 on the back of the phone).
2. To switch to speakerphone, press the Speakerphone key (key 14). The key should light up.
3. To switch to headset, press the Headset key (key 13) and confirm the headset is plugged into the Headset Port (port 6).
   NOTE: The E320 does not have a secondary screen or Expansion Module.
   All audio paths (handset, headset, speakerphone) operate the same as described above.

E400

1. If you picked up the handset but hear nothing, confirm the handset is fully seated in the cradle jack or try pressing the Speakerphone key (key 14) to switch to speaker.
2. If using a headset, press the Headset key (key 13) to activate the headset audio path.
3. If using speakerphone, confirm the Speakerphone key LED is lit
   Note: The E400 supports handset, headset, and speakerphone. If audio is going to the wrong device, no sound is heard on the intended device.

Step 4: Check Physical Connections (for E400)

1. Confirm the handset cord is fully plugged into the Handset Port on the back of the phone (port 7).
2. If using a headset, confirm it is plugged into the Headset Port (port 6) and not the handset port.
3. If using a headset with an Electronic Hookswitch (EHS) adapter, confirm it is connected to the EHS port (port 8).

Contact us if:
Mute is off, volume is up, and correct audio path is selected but still no audio.
One-way audio persists across multiple calls and multiple headsets
Handset produces no sound even after confirming the cord connection.
The headset key does not activate audio even with a headset plugged in.