Solution ID: 7628

Headphone General Troubleshooting Tips
Keywords / Key Phrases: headphones troubleshooting, general troubleshooting, no audio, poor audio quality, crackling sound


  • Applicable To: Creative headphones/headsets.
  • Refer to this article to troubleshoot sound or audio function issues with the Creative headphones/headsets.

If there is no sound from the headphones/headset when it is connected to a computer, select the audio device connected as the default playback device.
Note: Connecting a 3.5mm audio cable to a USB headset will automatically disable USB audio detection.


Mac OS:

The following tips are applicable to wired headphones/headsets without a USB connection, with a 3.5mm jack (standard headphones / headsets jack) as illustrated below.

1. Do not connect headsets that has a built-in microphone with 4-pole jacks to Creative MP3 players and the ACM of the Sound Blaster Zx/ZxR or the sound quality will suffer due to the contacts.

2. Ensure that the cable is firmly connected to the headset and to the audio source.

3. Adjust the volume on the inline volume control of the headset.

4. An audio / mic splitter cable will be required to split the audio and microphone connections if the headphones jack is a 4-pole jack.

5. If your issue pertains to output volume or quality, connect another set of headphones or a set of speakers to your source device in order to verify the audio output and quality.

6. Ensure that the audio volume is set to a reasonable level.
Note: It is not recommended to listen to audio at high volumes for prolonged periods of time.

7. Ensure that the headphones cable is not cracked, broken or damaged.

8. Ensure that the headphones are plugged into the correct output source (generally marked with or labeled as headphones).

9. Try connecting the headphones to a different audio device, such as a smart phone to confirm the issue.

If you still require assistance, please contact Creative Customer Support via email.

Last updated: August 08, 2016

If you require further assistance, please send an email to technical support.

Note: Product specification, technical or troubleshooting information are subjected to change. This is due to changes and/or updates in the new firmware/driver releases. Please refer to the web release notes in the download section for details.


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