Below is step by step instructions on ensuring all initial steps are done properly to troubleshoot Maxwell dongle issues.
PC/MAC
1. Ensure you download the latest version of Audeze HQ here: https://www.audeze.com/pages/audeze-hq-software. It must be the latest version, as older versions may cause incompatibility with newer Maxwell firmware. Once you download, open Audeze HQ and ensure it is the latest version (version 97 at the time of this article) as shown here:
2. After updating and ensuring you're on the latest version of HQ:
-flip the dongle physical switch to "PC"
-connect the USB dongle to your PC/MAC using the included USB-A adapter to plug in to a standard USB-A port (not type C at the time of troubleshooting) for the most stability. Maxwell only uses USB 2.0 protocols and is most stable with those ports.
-It is important you try all your USB ports until you find one that works, as many times, USB ports can be damaged enough to cause issues with the Maxwell dongle connectivity. Use the dongle's Type C port only if you do not have type A ports on your source PC/MAC.
After a moment, you should see "Connected" on the bottom right of the Audeze HQ software.
Disregard any lack of light on the dongle, as that light only verifies that is it is paired or pairing. At this moment, it is not important.
If it shows as connected, this is a good sign the dongle is working as intended, and simply needs to be re-synced to the Maxwell headset.
3. Update the dongle to the latest firmware. (version 61 at the time of the article).
-Wait for the update to finish.
-Once it is complete, HQ will mention that both the dongle and headset must be on the same firmware.
-Hit Ok.
-If you are not on the same firmware for both the dongle and the headset and they are paired, HQ will warn you that there is a mismatch.
-Click OK.
4. At this point, make sure the headset is ON, and as instructed by HQ, plug in the Maxwell headset through a USB cable to your source device. We recommend a USB-A cable if possible for the most stable connection. Try all your USB ports, until you find one that works.
-The bottom right should show that the headset is connected, and headset firmware version will also show up with the option to update if you're not on the latest version:
-Update the headset as instructed. Click OK once it finishes. Your headset should now be on the same version as the dongle (which as of 4/30/24 was version 61).
-We recommend changing Auto-Shutdown to a longer timeframe, for example, 1 hour during troubleshooting.
-Disconnect the headset USB cable from your PC/MAC.
5. At this point, if they are not paired, let's go through the pairing process.
-Make sure dongle is connected, and shows up as connected in HQ again:
-In the Settings section of HQ, Click on "Pair Dongle" and follow the on screen instructions.
Note: This may not show up if you're already paired.
-Pair Dongle
-It will mention that the dongle light should now be blinking.
-Triple tap the power button on the Maxwell headset. As long as voice prompts are not set to the lowest level in HQ, the voice should say "Pairing"
-After a few moments, it should now be paired and working.
XBOX Issues:
After you have done the troubleshooting above, if you're on Xbox and still having issues, we suggest:
- Turn Off the Xbox
-Remove the Maxwell dongle
-Unplug the Xbox from the wall outlet/power for 30-45 seconds.
-Plug it back in
-Turn on the Xbox
-Make sure you're signed into your Xbox account
-Make sure Maxwell dongle switch is set to Xbox
-Ensure the Maxwell headset is turned on
-Plug the dongle back in to the Xbox's USB port
-A pop up on screen should state "Headset Assigned"
Note: Make sure on 'Settings', 'General', 'Volume & Audio Output', under the Advanced section, press on Additional options, and ensure Party Chat output is set to Headset, or Headset & Speakers.
If you're still having issues after attempting all steps above, please email support@audeze.com for further assistance.
Comments
0 comments
Article is closed for comments.