MTeams Bluetooth losing audio issue, not related to connectivity

Gonzalez, Jose 21 Reputation points
2020-09-21T18:04:09.933+00:00

I have noticed a pattern with any of my bluetooth headsets during a call. after 25 to 30 minutes, I stop hearing any input audio of the conference call through teams. I have discovered that going to the device settings and changing the audio device to laptop speaker then back to bluetooth will give me another extra 25 to 30 minutes to listen in the call. It is not connectivity issues since the bluetooth is always connected to the laptop, it just times-out and have to swtich audio devided then back to bluetooth. I dont know if this is a glitch on the script/coding. hope this get fixed in future updates :)

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  1. Gonzalez, Jose 21 Reputation points
    2020-09-22T13:26:06.01+00:00

    Good morning SharonZhao and thank you for your quick response back. Please see below for additional details requested.

    1. What is the type of your client? Windows or Mac desktop, Web client? Im am using Microsoft Teams Desktop version 1.3.00.21759 (64-bit) for Windows 10 Entreprise ver 1909 OS Build 18363.657 (this has been happening also in the Win10 ver 1809
      1. Do you try in other machines? I have been having bluescreen issues in my work laptop Lenovo P50 (thinking that this might have been the reason the bluetooth devices were losing audio after 30 minutes) so I had to send it to IT for reimaging. I now have another reimaged Lenovo P50 laptop in the meantime and Im having the same issue.
        Also I want to mention that I noticed this issue back in March 2020 with a separate old AKG Y50BT bluetooth headset from 2017 but I thought that it was because of the headsets being old but now I recently purchased a new Sony WH-CH710N and the problem persists in both laptops, in which leads me to believe that it might be a software issue.
      2. Does anyone else have the same issue? I have not talked to anyone about this issue but have found the following online. Please not that all possible solutions mentioned on these threads are related to the bluetooth, bluetooth headset and permission on Teams. I want to use the bluetooth so I have tried these possible solutions but end up in the same point in the long run.
        a. https://techcommunity.microsoft.com/t5/microsoft-teams/microsoft-teams-disconnects-headset-after-30-minutes-of-call/m-p/1335428
        b. https://answers.microsoft.com/en-us/msteams/forum/all/teams-audio-drops-after-a-few-minutes-when-using/ae6bbbf7-48e0-4986-ae16-f080cb7dc83d
        c. https://microsoftteams.uservoice.com/forums/555103-public/suggestions/31871593-bose-bluetooth-headphones-keeps-dropping-during-me
      3. Clear the client cache and try again. Could you let me know how to do that in Windows 10?
      4. Make sure your Teams client is the latest version. You have Microsoft Teams Version 1.3.00.21759 (64-bit). It was last updated on 9/14/20.

    I hope this information helps. I think there might be a bug in the software and it might have been missed since there are many people experiencing the same issue in the last thread link I shared in 3.c. above.

    Thanks again and hope to hear from you soon. Have a great day :)

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  2. Sharon Zhao-MSFT 25,056 Reputation points Microsoft Vendor
    2020-09-24T09:08:55.613+00:00

    @Gonzalez, Jose ,

    Clear the client cache and try again. Could you let me know how to do that in Windows 10?

    Delete any file in the following folders:

    • %appdata%\Microsoft\teams\blob_storage
    • %appdata%\Microsoft\teams\Cache
    • %appdata%\Microsoft\teams\databases
    • %appdata%\Microsoft\teams\GPUcache
    • %appdata%\Microsoft\teams\IndexedDB
    • %appdata%\Microsoft\teams\Local Storage
    • %appdata%\Microsoft\teams\tmp

    Thanks for so much information. We will take effort to research the root cause of this issue.

    If the response is helpful, please click "Accept Answer" and upvote it.

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  3. Guillermo Fuentes 1 Reputation point
    2020-11-02T16:55:17.327+00:00

    I have the same problem. I bought these SONY WH-CH710N headphones to work especially with Microsoft Teams for its good headphone functionalities. Every 15 minutes (sometimes it can be before an event) the headset's audio does not work. When looking at the audio and microphone configuration options of MS Teams, it shows that the headphones are configured. To enable them again, the audio device must be changed, establishing the device's integrated default device, and again selecting the bluetooth headphones. It just crashes or cuts out with MS Teams.

  4. Andy Fawcett 1 Reputation point
    2020-12-08T14:39:17.27+00:00

    I'm having exactly the same problem with exactly the same headphones (SONY WH-CH710N).

    This ONLY happens with Teams (I use Desktop edition on Windows 10). I can listen to music all day long, I can watch videos on youtube, connected to the same laptop that has the Teams problem.

    Teams works fine with my shamefully bad USB headphones, but they are old and poor quality audio.

    The same pair of Sony headphones works flawlessly when I have them connected to my other Windows PC (primarily playing games on Steam, but also general web browsing), and flawlessly when connected to my Linux PC.

    So far, the problems really are isolated to MS Teams :/

  5. Sujeet 1 Reputation point
    2021-01-04T15:26:59.3+00:00

    Hi, I am having exactly same problem with SONY WH-CH710 and Teams Desktop App only.
    It works fine with MS Teams Web App, Zoom, Google Meet and WebEx.
    I tried almost all the tip and tricks found on web, but not of them worked for me.

    MS Teams Desktop Version 1.3.00.33674
    Windows 10 Version 1909 (OS Build 18363.1139) on Lenovo x240 ThinkPad