Plan requirement
| Subscription | x-hoppers SalesFloorHopper, x-hoppers SalesFloorHopper + AI |
A headset that will not join the broadcast is nearly always charge, login or range. Work through those three first.
1. Is it charged?
A red fast blink means low battery. A headset can have just enough charge to light up and not enough to hold a connection, which looks like a network problem.
Put it on the charger for ten minutes and try again before anything else.
2. Did it log in?
The headset joins the broadcast when lifted off the charger, after login. If nobody completed the login, it is on but not in.
- Put it back on the charger, lift it off, and wait for the prompt for your Employee ID.
- Hold Push-to-talk and say your ID clearly.
- No prompt at all? Voice authentication may not be enabled. An administrator sets that up.
3. Is it in range?
Out of range it drops off, and it rejoins on its own within about five seconds of coming back. If someone was in a stockroom or a lift, that is expected behaviour.
A headset that never rejoins anywhere in the store is a different problem.
Try the same headset in a different part of the store, and a different headset in the same spot. That tells you in a minute whether you have a headset problem or a coverage problem, and it is the first thing we will ask.
4. Is the light purple?
A purple LED means the headset is in menu mode, not on the broadcast. Press and hold the AUX key to leave the menu and rejoin. It looks exactly like a connection fault and is not one.
5. Did it lose its base station?
If it announces "Headset unsubscribed", it has dropped its registration and no amount of waiting will bring it back. Move closer to a base station and press the Push-to-talk button together with both Volume keys to register it again.
6. Reset it
Putting the headset back on the charging station is the ordinary reset. If that changes nothing, hold Mute and Push-to-talk together for at least five seconds; a tone confirms the hard reset has run.
If the headset will not power up at all, hold the AUX key for four seconds.
Still not joining
Send us a request with three things: which store, whether other headsets work in the same place, and whether this headset works elsewhere. Coverage is ours to fix, and those answers point straight at it.
Everyone at once
If no headset in the store can join, check status.pluscloud.nl before opening a ticket. A known incident is answered there faster than we can reply.
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