Microsoft teams application freezing with Microsoft Modern Wireless Headset

Question

accessory center.desktop bridge.device service.exe freezing MS teams application.

When I use the Microsoft Modern Wireless Headset 8JR-00001 with MS Teams call it freezes the MS teams application. I unplug the USB receiver that it comes with then re-plug it into the computer then it works. I have tried the following as a work around:

When I got to the Microsoft accessory center I reset the headset to factory default and it resolves some of issues that were reported.

The other fix I have found is to connect the headset via Bluetooth

please let me know if anyone else has had this issue.

I am starting to look at this application : accessory center.desktop bridge.device service.exe
to see if this has something to do with this.

What has not worked is : removing MS teams and clearing out all folders that have files after the uninstall of the MS teams APP.
I opened a new box and got a new headset and that still didnt work.
*******************************************************************************UPDATE Aug 2023*******************************************************
For my environment the issue has now gone away with Microsoft sending the update to our tenant. For each user that was using the work around (Bluetooth or a different brand of headset) the dongle is now working once again. If your org still is having issue please open a formal ticket using with the Admin for of the Microsoft Teams. Then I would refer them to this thread for support.

thanks for helping guys
-Joshua R.

Answer 1

It's honestly wild that this isn't fixed yet. The official headset made specifically for Teams is literally the worst headset to use for teams. You'd think they'd be embarrassed enough to fix it quickly.

Answer 2

I have been following this thread for about 3 weeks and decided to go ahead and open a case with Microsoft. This is what I received back today.

"Upon checking with one of our internal teams, our Product Engineering group is already aware of this issue and they are now currently working on the fix for this problem. Estimated turn around time is going to be 3-6 weeks which includes analysis and testing before deploying the fix."

"As of the moment in order for the Microsoft Modern Wireless Headset to work with Microsoft Teams is to use Bluetooth connection as a workaround."

Looks like we may have several more weeks of issues...

Answer 3

New update everyone!!!!!!******************************************

 [External]

Hello Brian, Joshua  

Greetings for the day!   

This is a follow up mail with reference to the case: 2307250040009545.    

Please note that fix is being prepared by Realtek team, ETA 8/4. Hardware team will then do the needed testing and prepare for the build pipeline.

Currently provided ETA for rollout to users is 3-6 weeks. We are also looking at options to mitigate in the interim.

Thank you for choosing Microsoft Online Services Technical Support Team.   

Best Regards,
Inderjit Singh
Microsoft 365 Support Engineer
Email Address – cvg_gur_intul_******@office365support.com
Working Hours: Monday to Friday: 10:00 AM – 17:30 PM EST
My Technical Lead: Venkatsunil **** | Email: v-vemunt@microsoft.com
My Team Manager: Francis Lopes | Email: v-francisx@microsoft.com
My Technical Advisor: Anjum Tole | Email: antole@microsoft.com
In order to have a consistent support experience, we recommend that you REPLY ALL when responding to this message.

Answer 4

We have the same issue and our entire college runs on Teams telephony.

USB dongle flashes when a call is answered and crashes Teams. We now have reports of users getting blue screened when answering a call with bluetooth dongle plugged in.

Not great when Microsoft's software doesn't work with Microsoft's hardware.

Answer 5

Swedish based company here - over 200 employees using this headset.

It has been a fkn headache to troubleshoot this as it went through firstline, secondline and finally escalated to me.

We've a whole list of different specifications on our computers that's running these headset with freezing issues.

The fixes that they provided us with works for 2-7 calls then the CPU (Does not matter if it's a i9 9900k or if it's a i5 8500) goes to 100% cpu usage - Like they are doing some CPU mining and freezes the whole interface.

We're thinkin about returning over 200 headsets as they are under warranty and getting other ones since any other headset seems to be working fine.

/Angry IT-dude