Alienware Headset Sound or Microphone Functions do not Work as Expected

Affected Products:

• Alienware Tri-Mode Wireless Gaming Headset | AW920H
• Alienware Dual-Mode Wireless Gaming Headset | AW720H
• Alienware Wired Gaming Headset | AW520H

Alienware headsets user might complain about the sound or microphone functions do not work as expected.

Headset and dongle firmware and drivers have not been upgraded to the latest version.

Troubleshooting Steps

Steps to update the firmware:

1. Confirm the firmware version number of both the headset and dongle. Check the version installed using Alienware Command Center (AWCC) by clicking FX > Settings > Update.
2. Verify the version numbers provided are the latest version on the Dell support page.
3. If the user’s firmware is not the latest, guide the user in updating the firmware of both the headset and dongle to the latest version. Either method below can be used:
   • Using AWCC
   • Firmware updater in Dell Support
4. To update the firmware of the Headset:
   1. Connect the headset to the charging cable and go through the firmware update process (this updates the headset firmware).
   2. Next, Connect the headset using the dongle and go through the firmware update process (this updates the dongle firmware).
      Note: Users must update both the headset and the dongle firmware to the latest version. Updating only one may cause the headset to have an issue or not to work.
5. Once the firmware has been updated on both devices have the customer download and install the latest driver:
   • AW920H Drivers & Downloads
   • AW720H Drivers & Downloads
   • AW520H Drivers & Downloads

Reference the documentation and manual page for more information:

• AW920H
• AW720H
• AW520H