Teams Audio Problems - Wired and Wireless Headsets

Hello,

In the past month we’ve had a lot of reports from users that both their Bluetooth and wired headsets aren’t working with Teams. Specifically, the issue is that you can hear audio, such as your music, through your headset just fine. You can even hear the Teams call ring when you're called. However, the minute you pick up the Teams call or join a meeting, you cannot hear the other person, nor can they hear you. The computers built in speakers and microphone work though.

This problem is intermittent and only effecting some users across multiple laptop models.

 

Environment:

• Windows 11, on Dell hardware, running Teams Version 1.6.00.29964 (64-bit).
• Bluetooth Devices:  Razer Opus and AirPods.
• Wired Devices: Jabra Evolve 20

Initial Troubleshooting:

I have worked with several people on this problem, and I’ve confirmed the following:

• The audio source is correct, both in Teams and Microsoft sound settings
• The headphones and microphone work with other applications such as Zoom
• Windows and Teams are up to date
• Drivers are up to date, specifically audio and Bluetooth drivers

 

Additional Troubleshooting:

• Updating or reinstalling the Bluetooth & audio drivers
• Rolling back the Bluetooth & audio drivers
• Reinstalling Teams
• Repairing the Office 365 suite

 

Results:

Nothing has fixed the issue apart from reinstalling the Bluetooth driver, however this fix only lasts for one call. The first call after a fresh driver install works, but on the next call/meeting, the audio problem returns.

 

At this point, I'm not sure how to move forward. If anyone has any suggestions or recommendations, it would be much appreciated.

Exactly the same thing is happening for us but only on Windows 11 devices so far.

I will try the web app.

I have noticed with blue tooth devices like AirPods and such that they only appear once in the device list. They used to appear twice with headset in brackets. I can’t make that second option re-appear.

In the wired devices though we are finding with Teams approved devices that everything works fine for the first few minutes if the call and then the issues just randomly begin.

We have tried reinstalling drivers and such. We don’t seem to have the issue with the onboard mic and speakers, just peripherals attached, and not all the same devices and not all users using the same devices.

So far this is on Dell Latitude 5430 and 5440 machines.

Hello CptBing,

I'm Shalom and I'd happily help you with your question. In this forum, we are Microsoft consumers just like yourself.

It seems like you've already conducted a thorough investigation and troubleshooting process for the Teams audio issue. Since the problem is intermittent and persists even after various attempts to resolve it, you might want to explore some additional steps and considerations:

1. Teams Version: Ensure that all affected users are using the latest version of Microsoft Teams. Sometimes, updating Teams to the latest version can address compatibility issues.
2. Teams Web Version: Encourage users to try accessing Teams through the web version to see if the issue persists. This can help determine if the problem is related to the Teams desktop application.
3. Hardware Troubleshooting:

• Test with different headsets: Try using different headset models to see if the issue is specific to certain devices.
• USB vs. 3.5mm jack: If applicable, test with headsets using both USB and 3.5mm audio jacks to see if there's a difference.

4. Windows Sound Settings:

• Verify default devices: Double-check that the correct audio devices are set as default in both the Windows sound settings and Teams settings.
• Exclusive mode: In Windows sound settings, under the advanced tab, uncheck "Allow applications to take exclusive control of this device."

5. Teams Audio Settings:

• In Teams, go to Settings > Devices and check the selected speaker and microphone devices.
• Try toggling the "Automatically adjust microphone settings" option.

6. Windows 11 Updates: Ensure that all Windows 11 updates are installed, as newer updates may include fixes for audio-related issues.
7. Group Policy Settings: Check if there are any group policy settings applied that might affect audio devices or Teams functionality.

Best Regards, Shalom

Hello CptBing,

Unfortunately, I don't have any further troubleshooting to offer.

There are many knowledgeable users active on the forum and I hope that someone else can offer further insight into your issue.

Thanks Shalom

Thank you for taking the time to reply Shalom.

1. I have confirmed all users are running Teams Version 1.6.00.29964 (64-bit), which is thehttps://learn.microsoft.com/en-us/officeupdates/teams-app-versioning#vdi-version-historylatest Windows version, released Nov 08 2023.
2. That is a good recommendation, I will pass this onto the end users.
3. We have tried 3 different headsets, and I have personally tried using 2 different Bluetooth models and 2 different wired models. We have not tried 3.5mm AUX, just Bluetooth and USB.
   1. Only one of these devices are a Teams approved device, the Jabra Evolve 20.
   2. I have made sure the Razer and Jabra headsets have the latest software updates from their vendors.
4. I have verified that the default audio device is correctly set, both in Windows sound setting and Teams settings.
5. I have verified the correct device is selected for the speaker and microphone in Teams.
   1. Toggling the "Automatically adjust microphone settings" option didn't resolve the problem
6. I have confirmed the users have the latest Windows 11 updates, (KB5032190) as well as the latest drivers from their respective vendor.
7. I confirmed there are no GPO settings related to audio devices. Additionally, no new GPO settings have been configured in the past ~3 months.

If you have any other recommendations or suggestions, please let me know.