Alienware Headset Does Not Work When Connected Using 3.5 mm Cable

Alienware headset users may experience a lack of sound or microphone functionality when it is connected to their computer using a 3.5mm cable.

Affected Product

• Alienware Tri-Mode Wireless Gaming Headset | AW920H
• Alienware Dual Mode Wireless Gaming Headset | AW720H

There are several reasons why the headset may not work when connected using a 3.5mm cable:

1. Connecting the wrong end of the 3.5mm cable to the headset and computer.
2. Audio is muted when the headset is charging using the USB-C cable.
3. The headset software is not up to date.

Follow these steps to resolve the issue:

1. Connect the microphone end of the 3.5mm cable to the headset (highlighted box in red Figure 1) and the other end to the computer. If the cable is reversed the cable does not work.
   
   (Figure 1. Connecting the 3.5mm cable to the headset and the computer)
2. When the 3.5mm cable is used, all audio and microphone functions are automatically routed through it, regardless of whether the headset is powered on or off.
3. Ensure that the headset software is up to date. To update the software, see the following article: Drivers and Downloads FAQs.