How to troubleshoot PlayStation wireless headset issues

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 out of range from your console, or another electronic device might be causing interference with your wireless router.

  1. Try turning your wireless router off and then on again.
  2. If you’re still having issues, try resetting your headset.

How to reset your PlayStation wireless headset

  1. Turn off the headset.
  2. Connect the wireless adaptor to your console.
  3. Insert a small pin or similar object (not included) into the hole surrounding the reset button on the wireless adaptor, push in for at least one second, and then release it.
  4. On the headset, hold down the CHAT button and the VOLUME+ button.
  5. 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 adaptor will connect.
  1. Connect the wireless adaptor to your console.
  2. Insert a small pin or similar object (not included) into the hole surrounding the reset button on the wireless adaptor, push in for at least one second, and then release it.
  3. On the headset, hold down the MUTE button.
  4. While holding down the MUTE button, slide the power/audio mode switch to position 1 or 2.
  1. Connect the wireless adaptor to your console.
  2. Insert a small pin or similar object (not included) into the hole surrounding the reset button on the wireless adaptor, push in for at least one second, and then release it.
  3. On the headset, press and hold the MUTE and VSS buttons.
  4. Slide the power switch to position 1 or 2.

PS4 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, select TV & Video > Apps > Headset Companion and then download the app.
  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 PS5™ consoles.

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, reset your headset.

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.

PlayStation wireless headset indicator light flashes red or orange

  • Charge the battery by connecting the headset to a supported USB device such as a PS5 console or PS4 console. The status indicator changes behaviour while the battery is charging.
  • If the USB port doesn’t have enough power to charge your headset, try connecting to a different USB device or a different USB port on the device.
  • It may take up to 3.5 hours to fully charge the headset.
  1. Go to Settings > System > Power Saving > Features Available in Rest Mode.
  2. Set Supply Power to USB Ports to Always or 3 Hours.
  1. Go to Settings > Power Save Settings > Set Features Available in Rest Mode. 
  2. Set Supply Power to USB Ports to Always or 3 Hours.

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 are using two PlayStation wireless headsets or a USB 3.0 device, use a USB extension cable to put distance between the wireless adaptors and USB devices.

If you're still having issues, reset 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 adaptor.
  • 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

Contact PlayStation Support