Yealink WH62 / WH63 Troubleshooting Guide

This article describes the troubleshooting steps for common Yealink WH62 / WH63 issues.


  • Basic Troubleshooting for PC
  • Basic Phone troubleshooting
  • Pairing Headsets to the Base
Important: The following troubleshooting steps are applicable for connectivity issues with the headsets, distorted or degraded sound quality, no audio on any of the devices when using headsets, no ability to answer/terminate or hear any incoming calls through headsets, and no ring detection on headsets.

Basic troubleshooting for PC

Reset the Yealink WH62/WH63 from the base

  • Press and hold at the same time the Computer button and the Desk Phone button for 6 seconds.
  • If done correctly a Factory Reset message will play.
  • Disconnect the power cord from the Yealink headset base for 10 seconds.
  • Connect the power cord again.

Reset the Yealink WH62/WH63 from Yealink USB Connect.

  1. Connect the Base of the headset to the computer using the included USB cable.
  2. Open the Yealink USB Connect application and wait for it to detect the Headset device.
  3. Click on the image of the Headset you plugged in.
    Note: if you have several Headsets connected make sure to click on the one with the correct serial number. You can check the serial number on the sticker at the bottom of the base.
  4. Go to Device Support > Restore factory settings.
  5. Click OK to confirm the factory reset process.

Try a firmware update

  1. Connect the Base of the headset to the computer using the included USB cable.
  2. Open the Yealink USB Connect application and wait for it to detect the Headset device.
  3. Click on the image of the Headset you plugged in.
    Note: if you have several Headsets connected make sure to click on the one with the correct serial number. You can check the serial number on the sticker at the bottom of the base.
  4. Go to Update device. If there is an update available click on Update now to install it. The update could take up to 5 minutes.

Basic Phone Troubleshooting

  • Check the latest firmware version installed on your Yealink phone device.
    • Open Menu or settings > status > Firmware.
    • The minimum required firmware version is release 86. Update the firmware if necessary. 
Important: The only compatible devices with the Yealink WH62 / WH63 devices are the following models; T33G, T42S, T46S, T48S, T53W, T54W, T57W.
 
Note: The Yealink WH63 headset has up to 393 feet of wireless range.

Pairing Headsets to the Base

  1. Remove your Yealink Headsets from the charging base.
  2. Press the on/off button for about 3 seconds until you hear power off in your headset, then release.
  3. Press and hold the same button for about 5 seconds until you hear power on or pairing, then release your finger.
  4. Press and hold the PC button for 5 seconds until you see a white and green LED flashing, then release your finger.
  5. Keep holding for 5 seconds and will pair automatically.