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Plantronics USB audio devices randomly cut off on Microsoft Teams OSX - New issue within past few days

Anonymous
2020-04-22T12:54:42+00:00

I'd been using Teams for weeks, but this issue has only occurred within the past few days, repeatedly and on both wireless and wired devices.

About 20 seconds to a minute or more into the conference, the headset will go silent, no sound, no mic. Switching to macbook mic/speaker allows sound to resume, but this is not ideal.

This first occurred with a Plantronics SAVI 7xx DECT digital wireless headset. I'd thought perhaps there was a connection issue, so tried my travel WIRED Plantronics Blackwire C510 headset. Both are USB.

The same happened. Sound cut out suddenly at a point into the call.

MacOS Mojave on a 15" Retina i7. This never happens with Skype for Business or Zoom.

This is extremely frustrating.

Microsoft Teams | Microsoft Teams for business | Other

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  1. Anonymous
    2021-03-19T08:03:05+00:00

    Yes and no... switched to another headset I had (still Plantronics but older and USB-A, the one I am having issues with is a newer, USB-C one). Since then, no issues. But it is cheating if you swap hardware :-)

    I can say it's not the headset as it was standard issue from my former employer and I tried with 3 others from different deliveries... same.

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  2. Anonymous
    2021-01-03T14:17:20+00:00

    I have also started having this issue since either 12/31/20 or 1/1/21 (in a client go-live) and have had to use the laptop speakers. No SFB running. I have a Plantronics Voyager 5200 bluetooth. I connect to a meeting and get no audio/no mic. This was the only headset I've had that consistently worked, so very annoying that it has now stopped, seeing as it is one of the certified earpieces. I tried the web version and it did not work, either.

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  3. Anonymous
    2020-11-27T16:21:37+00:00

    Hello Colleagues, I am having a quite similar issue.

    Sometimes when I get connected to MS Teams local client on my Macbook with my Plantronics 720 wired by USB, the Team shuts down and then I used to reset the Teams and the headset and uses to work again.

    I have:

    Macbook Pro 13 retina touchbar 2019

    Plantronics W720 connected by usb

    Catalina 10.15.7

    Working in Spanish from Barcelona

    Teams 1.3.00.30874

    Regards,

    Manuel Peña.

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  4. Anonymous
    2020-08-06T23:12:49+00:00

    I am having the exact same issue.

    I just switched from a Windows laptop (where I never had this issue) to a Macbook.

    This seems to only occur with the thick client for OSX.

    If i use the webportal for Teams, it doesn't happen. Or, at least it hasn't happened yet (only had 1 meeting since trying this)]

    The disconnects are not consistent. Though about 30 seconds into they call they’ll  will die down. That is until the mute button is clicked. Then it will disconnect and again become inconsistent for about 30 seconds until re-stabilization. 

    Pretty annoying to say the least.

    macOS Catalina, version 10.15.6

    Microsoft Teams, version 1.2.00.8866, last updated on 8/6/20

    Plantronics Savi W420

    Base: v.28.27

Headset: v.28.28

Tuning: v.34

USB: v.134
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  5. Anonymous
    2020-04-22T21:44:58+00:00

    Hi Kevin Richardson

    Thanks for your post in the community.

    From your description, you first can try to update the version of Teams client to check if it is workable. Besides, please change the network environment to check the result. If the persists, you mentioned "About 20 seconds to a minute or more into the conference", then we'd like to know if the headset works within 20 seconds or always doesn't work. Besides, you use try to use Teams web app to check whether the issue appears if you use Teams client currently. 

    Looking forward to your update.

    Regards,

    Joey

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