How to troubleshoot PlayStation wireless headset issues

Find out how to solve common issues with the PlayStation® wireless headset range.

How to troubleshoot PlayStation wireless headset pairing issues

Your headset might be too far away from your console, or another Bluetooth device might be causing interference with the headset's connection.

  1. Make sure the USB wireless adapter is firmly plugged into the console's USB port.
  2. Turn off your headset and turn it back on.
  3. Remove unused wireless adapters from the other USB ports.
  4. Make sure there are no other wireless devices near the adapter that may be causing interference.
  5. If you’re still having issues, try resetting your headset.
Pair your PlayStation wireless headsets
PS5 console USB port guide

How to reset your PlayStation wireless headset

Reset PULSE Elite wireless headset
  1. Turn off the headset by sliding the power switch on the headset to off.
  2. Insert the USB wireless adapter into the USB port on your console.
  3. Insert a small pin or similar object (not included) into the hole surrounding the reset button on the wireless adapter. Push it in for at least one second, and then release it.

(A) Reset Button

  1. On the headset, hold down the CHAT button and the VOLUME+ button.
  2. While holding down the CHAT button and the VOLUME+ button, slide the headset’s power switch on. If the reset is successful, the headset and adapter will connect.

(A) CHAT/GAME buttons

(B) VOLUME +/- buttons

(C) USB Type-C port

(D) 3.5 mm audio input jack

(E) power switch

  1. Insert the USB wireless adapter into the USB port on your console.
  2. Insert a small pin or similar object (not included) into the hole surrounding the reset button on the wireless adapter. Push it in for at least one second, and then release it.

(A) Reset button

  1. On the headset, hold down the MUTE button.
  2. While holding down the MUTE button, slide the power/audio mode switch to position 1 or 2.
  1. Insert the USB wireless adapter into the USB port on your console.
  2. Insert a small pin or similar object (not included) into the hole surrounding the reset button on the wireless adapter. Push it in for at least one second, and then release it.

(A) Reset button

  1. On the headset, press and hold the MUTE and VSS buttons.
  2. While holding down the MUTE button and the VSS button, slide the power switch to position 1 or 2.

PlayStation®4 consoles allow you to restore (factory reset) your headset by using the Headset Companion app. The app can be used to restore the Gold wireless headset and Platinum wireless headset.

  1. On your PS4® console, launch the Headset Companion app.
    To download the app, go to PlayStation™Store > TV & Video > Apps and search for Headset Companion.
  2. Select your headset on the app.
  3. Press the OPTIONS button on your wireless controller.
  4. Select Headset > Restoring Headset, and select Restore. This may take several minutes.
  5. Turn off your headset, and then select Next.
  6. Unplug the headset, and then select Next.
  7. Turn on the headset.
  8. Wait until the headset light stops blinking before you pair it.

Please note, the Headset Companion app isn’t compatible with PlayStation®5 consoles.

If you're still having issues, please contact PlayStation Support.

How to troubleshoot game or chat audio issues

Your headset allows you to hear chat audio and game audio at the same time. If you only hear one audio type, please adjust the volume balance of chat/game sound.

  • Use the CHAT/GAME buttons to adjust the relative volume of chat and game audio.
  • Press the CHAT and GAME buttons at the same time to reset the volume.

Use the SOUND/CHAT buttons to adjust the relative volume of chat and game audio.

Troubleshoot voice chat issue

If you don't hear any sound, try resetting your headset.

How to troubleshoot PlayStation wireless headset charging issues

Charge the battery by connecting the headset to a supported USB device such as a PS5 console or PS4 console. The status indicator light changes behavior while the battery is charging.

  • PULSE 3D wireless headset
    Charging: If you charge the headset with the adapter connected, the status indicator on the headset lights up white.
    Charged: The indicator blinks once in orange, and then goes back to white.
  • Platinum wireless headset
    Charging: The status indicator lights up red and solid.
    Charged: The status indicator light turns off.
  • Gold wireless headset
    Charging: The status indicator lights up red and solid.
    Charged: The status indicator light turns off.
  • PULSE 3D wireless headset

(A) Status indicator

  • Platinum wireless headset

(A) Status indicator

  • Gold wireless headset

(A) Status indicator

  • If your headset isn't charging properly, try charging your headset on a different device or USB port.
  • Try charging your headset with a different USB cable.
  • It may take up to 3.5 hours to fully charge the headset.
Charge in rest mode

If you're still having issues, please contact PlayStation Support.

How to troubleshoot PlayStation wireless headset echo

Adjust your microphone level to eliminate any echo sounds.

  1. From the home screen, select Settings > Sound > Microphone > Adjust Microphone Level.
  2. Slide the Microphone Level fader 2 to 4 notches to the left.
  1. From the function screen, go to Settings > Devices > Audio Devices > Adjust Microphone Level.
  2. Slide the Microphone Level fader 2 to 4 notches to the left.

If you still hear an echo, try resetting your headset.

How to troubleshoot headset disconnection and sound skipping

  • Remove any USB 3.0 devices from your console when using the PlayStation wireless headset.
  • If you’re using more than one PlayStation wireless headset or USB 3.0 device, use a USB extension cable to put distance between the wireless adapters and USB devices.

If you're still having issues, try resetting your headset.

Headset Companion app doesn’t recognize your wireless headset (PS4 console only)

  • Make sure the headset is turned on and paired with the wireless adapter.
  • More than one audio source might be connected to your PS4 console. Try disconnecting the other audio source.
  • The Headset Companion app might need updating. Try updating the app.
  • Please note, the Headset Companion app isn’t compatible with PS5 consoles.

Need help? 

Contact our support specialists

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