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GonzalezJose-7520 avatar image
1 Vote"
GonzalezJose-7520 asked GreenfeldGilad-8430 commented

MTeams Bluetooth losing audio issue, not related to connectivity

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 :)

office-teams-windows-itpro
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I have the same experience at roughly 30 minutes I lose the audio and have to switch and switch back to this headphone setting. I had headphones from the Target $5 section that didn't have this problem they just weren't as comfortable as these. Same as many have said I can watch videos, listen to music and it doesn't happen it's ONLY with MS Teams. Please look into how this can be resolved. Thanks

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Thanks for the information. For me the issue is with all of the head sets which I have Sony, Jabra and Bose

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@GonzalezJose-7520,

What is the type of your client? Windows or Mac desktop, Web client?

Do you try in other machines?

Does anyone else have the same issue?

Make sure your Teams client is the latest version. Clear the client cache and try again.


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0 Votes 0 ·

I have the same issue. Headset sony WH-CH710N connected bluetooth. After a while, from 15 to 30 min, suddenly I lost the MS teams audio conference, but all the participants can listen me.
I used to have 4hours conferences using a pair of xiaomi $20 headphones withouy any interruption.
I've noticed if I switch off the ambient sound the audio conference it has more minutes but still fails.

Regards




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I have multiple heads sets Jabra, Sony and Bose the issue is with all of them. Not sure what is the issue.

Thanks for your input and clarification

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GonzalezJose-7520 avatar image
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GonzalezJose-7520 answered

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

  2. 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.

  3. 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

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

  5. 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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SharonZhao-MSFT avatar image
0 Votes"
SharonZhao-MSFT answered GreenfeldGilad-8430 commented

@GonzalezJose-7520,

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.


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would Microsoft get me one? I brought the Noise Cancelling Sony WH-CH710N over the ear for the comfort, to use it in teams and listen to music during work (8hrs a day). I cant just return them now to get a credit towards a purchase of a much more expensive headset like the Bose and the EPOS ADAPT.... How does the bluetooth headset that I have get certified by Microsoft?

1 Vote 1 ·

@GonzalezJose-7520,

we recommend you that please give a feedback to https://microsoftteams.uservoice.com/forums/555103-public/suggestions/41497396-we-need-more-certified-bluetooth-device.

Microsoft will always focus on customer’s feedback and experience. Some new features would be added to the services based on customers' feedback in the future, and your good ideas will be very helpful for them to improve the service.

Your time, understanding and cooperation will be highly appreciated.


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0 Votes 0 ·

Hi SharonZhao,

Thanks for the tip on how to clear the cache. I did that this morning and frankly, made the issue worse. audio on the bluetooth lasted about 15 minutes (and this was during 3 different meetings). I had to change to PC speaker then back to Bluetooth headset in the Device Setting of the Teams call in order to continue listening through the bluetooth (didnt have to disconnect the bluetooth nor turn if off the on in order to get audio back during the meeting).

I'm sorry to say this and I know its not your fault nor the developers' but this is getting annoying. Please don't be or feel offended of my frustration. I really appreciate the time you and the Microsoft Developer Team is taking on this matter and I hope that there would be a future fix for it so everyone can benefit of it.

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@GonzalezJose-7520,

It’s really bad.

I searched the Teams certified Bluetooth. It seems not included AKG Y50BT and WH-CH710N. Perhaps, you could try a certified one. The reference link is:
https://www.microsoft.com/en-us/microsoft-365/microsoft-teams/across-devices/devices/category?devicetype=36&page=2&filterIds=42.


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0 Votes 0 ·

I have Jabra Active 65+ and also Jabra Elite 45h both are MS Teams certified. But I also have the same problem.
Post connection every 20 mins I have to change the audio source or switch one and switch off the head set. What could be the issue and do we have any fix for the same.

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GreenfeldGilad-8430 avatar image GreenfeldGilad-8430 LakshminarayanaKrishnaMurthy-2990 ·

I have the same issue, During a TEAMS meeting my headset disconnects every 20-30 mins, I'm using Jabra evolve 75E.
Did you found a fix for it?

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GuillermoFuentes-0843 avatar image
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GuillermoFuentes-0843 answered GonzalezJose-7520 commented

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.

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I had my PC harddrive reimaged with a clean Windows 10 for the Office since it is a company laptop. That basically fixed the issue. I noticed i was also running on Win 10 1809 before the reimage and when I was having the problem. When my IT department reimaged the laptop, they updated the Windows 10 to version 1909. This version might have been better updated with MTeams and Bluetooth fixes. Could you check you windows 10 version? and if on 1809, try upgrading to the latest version to see if that works.

Also, try uninstalling MTeams, then uninstall the SONY WH-CH710N drivers through Device Manager. Pair it again, then install the latest MTeams. Hope this helps.

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AndyFawcett-6839 avatar image
0 Votes"
AndyFawcett-6839 answered JohnCash-8696 commented

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 :/

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Hi, I'm having same problem with SONY WH-CH710N and Teams.
Windows 10 Enterprise; Version 1809; OS build 17763.1637 on Lenovo x260 laptop, Teams 1.3.00.30866

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Sujeet-3803 avatar image
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Sujeet-3803 answered SharonZhao-MSFT commented

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

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@Sujeet-3803, @AndyFawcett-6839, @GuillermoFuentes-0843
we recommend you that please give a feedback to https://microsoftteams.uservoice.com/forums/555103-public/suggestions/41497396-we-need-more-certified-bluetooth-device. More and more people add comments in this UserVoice.

Microsoft will always focus on customer’s feedback and experience. Some new features would be added to the services based on customers' feedback in the future, and your good ideas will be very helpful for them to improve the service.

Your time, understanding and cooperation will be highly appreciated.

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KrunalDoshi-6181 avatar image
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KrunalDoshi-6181 answered KrunalDoshi-6181 commented

Hi,

Even I am facing the same issue with Sony WH-CH710N and MS Teams Desktop App.

I bought it for my all day meetings but seems I cannot use it now after spending Rs. 9000/-. Do we have any resolution to it?

MS Teams Desktop Version 1.4.00.2879 (64-bit). It was last updated on 2/11/21.
Windows 10 Home Version 19041.746 on Dell Inspiron 7559 i7

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@Microsoft Team

Any Update here? It is bit frustrating as the connectivity is lost inbetween the calls and I cannot use this headset any more. Please certify the headset Sony WH-CH710N.

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86196659 avatar image
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86196659 answered 86196659 published

Same issue with M-TK CT887. This is really annoying, should be bluetooth standard, manged by windows, not Teams specifically.
Why does it work for all apps except Teams?

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SvilenVarbanov-8062 avatar image
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SvilenVarbanov-8062 answered

I'm having the same issue with the Sony WH-710N but I think its not only the teams it happens for me for all the voip software Team, Zoom, Messanger even if use it with a chrome (Google meet or Hangout) I think its the head set related. I have 4-5 different types of headsets and it happens only on this Sony model. Its happens on the 30 minute of the call +/- and if I disconnect and connect it gives me another 30 minutes (sometimes less) in most of the cases but sometimes I need to restart the app which is really annoying during the call.

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DEMAIOVINCENZODTO-4705 avatar image
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DEMAIOVINCENZODTO-4705 answered DEMAIOVINCENZODTO-4705 edited

Sony WH-510 has same issue on Win7, every fifteen minutes you need to switch audio output to make headphone work again.
Sounds starts skipping and gets worse and worse very quickly.

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Senghenydd31-2400 avatar image
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Senghenydd31-2400 answered GreenfeldGilad-8430 commented

I have the same problem but to a much more extreme extent. If I answer a teams call or join a meeting with my bluetooth headphones connected it will not connect the mic and then crash the teams app. Even if I try to stay in the meeting just to listen in I will be repeatedly booted out of the meeting and have to restart the app each time. I use AKG Y400 heaphones and have been using them on teams on my previous laptop for over a year without problems. It was only after I upgraded to a new laptop that the problems started. I can only use wired headphones with teams. The headphones work fine for all other functions on the laptop. It is just teams that doesn't work.

Please fix this bug, bluetooth headphones are much more convenient for my work and I don't want to have to invest in a new set of outdated wired headphones just to use with a single app!

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i have the same problem!
Any fix for it??

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Windows client, Microsoft Teams Version 1.4.00.29469 (64-bit).
Clear the client cache already, didn't help.
Using Jabra evolve 75e.
The issue happens only while using TEAMS.

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