Troubleshooting Headset & Audio Issues on Windows

We know there is nothing more frustrating than picking up a call only to realize you can’t hear the customer, or they can’t hear you.

While Cradle works with many audio devices, we strongly recommend Jabra headsets for the best experience. This guide covers the most common configuration steps and fixes for Jabra headsets on Windows 10 and 11 to ensure your calls are crystal clear.

The Golden Rule: Use the USB Dongle

If you take only one thing away from this guide, let it be this: Always use the USB Dongle (Jabra Link), not the built-in Bluetooth on your laptop.

Your headset (e.g., Jabra Evolve 2 65) comes with a small USB adapter called a Jabra Link 380 (or similar).

• Why? The dongle creates a dedicated, isolated radio connection designed specifically for voice.
• The issue with PC Bluetooth: If you connect the headset directly to your laptop's internal Bluetooth, it competes with your mouse, keyboard, and other office signals. This causes "robotic" audio, dropouts, and connection fights.

The Fix:

1. Plug the Jabra Link USB dongle into your computer.
2. Ensure your headset is connected to the dongle (the LED on the dongle should turn blue/purple when connected).

1. Check Your Cradle Audio Settings

Let's make sure Cradle is looking for that USB dongle.

1. Open Cradle or Cradle Desktop.
2. Go to the Settings tab > Audio Settings.
3. Ensure Input (Microphone) and Output (Speaker) are set to Jabra Link 380 (or your specific USB dongle name).

Pro Tip: Controlling Ringer Volume

If you set your Ringtone device to the Jabra Link, the incoming ring volume is tied to the app volume.

If you want to control the ringer volume separately, set the Ringtone device to your computer speakers (e.g., "Realtek Audio"). You can then adjust your Windows speaker volume to make the ring louder or quieter without changing the volume of the person you are speaking to!

2. Calls Ending Immediately? Check Privacy Settings

Symptom: You try to answer or make a call, you hear a quick tone, and the call ends immediately.

This usually means Windows is blocking Cradle from accessing your microphone.

1. Press the Windows Key and type "Microphone privacy settings".
2. Open the settings menu.
3. Scroll down to the list of desktop apps.
4. Find Cradle or Cradle Desktop and ensure the toggle is switched ON.

3. The "Double Connection" Conflict

A very common issue occurs when a computer remembers the headset via both the USB dongle and a direct Bluetooth connection. Windows gets confused about which path to send the audio to, often resulting in silence.

How to check:

1. Press the Windows Key and type "Bluetooth and other devices settings".
2. Look at your list of Audio devices.
3. You should see Jabra Link 380.
4. If you ALSO see "Jabra Evolve 2 65" (or similar headset name) listed:

• Click the three dots (or click the device).
• Select Remove Device.

You want a clean setup where the computer only knows about the Link 380.

4. Check Windows Sound Mixer

Sometimes, even if Cradle is set correctly, Windows tries to override the settings.

1. Right-click the Speaker icon in your Windows taskbar (near the clock).
2. Select Open Volume Mixer.
3. Expand the arrow next to Cradle.
4. Ensure the Output device and Input device for Cradle are specifically set to Jabra Link 380.

• Note: If these are set to "Default," Windows might accidentally swap audio to your laptop speakers mid-call. Hard-coding this to the Link 380 prevents that.

5. Advanced: Jabra Direct & Firmware

To get the most out of your hardware, we highly recommend installing the Jabra Direct software.

Why use Jabra Direct?

• Updates: Keep your Headset and USB Link firmware up to date. This solves many bugs and security issues.
• Naming: If your office has multiple headsets, you can name yours (e.g., "Joel's Headset") to avoid connecting to a coworker's device.
• Ringtone Conflict: If you hear two ringtones (one from the headset, one from Cradle), go to Jabra Direct settings and disable "Ringtone in Headset."
• Sensors: If your audio cuts when you move your head or there is a delay when answering calls, try disabling "Motion detection" or "Auto sleep" in Jabra Direct.

A Note on Mobile Phones

Your Jabra headset can connect to the USB Dongle (PC) and your mobile phone (Bluetooth) simultaneously.

Be careful: If you are on a Cradle call on your PC, and your mobile phone receives a notification (text, email, app alert), the phone may "steal" the audio focus, causing your Cradle call to go silent.

If this happens frequently, we recommend disconnecting the headset from your mobile phone's Bluetooth menu while working at your desk.

Still having trouble?

If you have followed these steps and are still experiencing audio issues, please reach out to our support team. We're happy to help!