question

er-7250 avatar image
2 Votes"
er-7250 asked ThomasFjeldGran-4403 edited

disconecting bluetooth Sony WH-CH710N from Teams calls

Hello,

I have the same problem with disconnection after 9 minutes of my headphones Sony WH-CH710N while having Teams sessions. As I am working from home, I bought these Sony headphones for the comfort and sound, being all day long in Teams calls and not standing anymore the old in-ear headphones due to their discomfort and ears pain.
I only have these problems on Teams calls, otherwise the headphones are great, I also tried them on phone calls and they work perfectly, without interruption.
I can't afford buying other headphones, I already invested money in these ones.
Please address the problem to your Teams colleagues, and add Sony WH-CH710N as recognised device in Teams, it will make our working lives lots better.

Hoping you will find a solution to our problem, thanks in advance!

office-teams-windows-itpro
· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

This same issue,
windows 10,
Dell Latitude,
SONY WH-CH710N

Microsoft teams sessions - sound disappear after few minutes and I have to turn off and then turn on the headphones to bring back the sound.

0 Votes 0 ·
JimmyYang-MSFT avatar image
0 Votes"
JimmyYang-MSFT answered er-7250 commented

Hi @er-7250,

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

Do you have any operations before this issue happened?

To confirm the settings on video calling, we recommend you go to Settings -> Devices to see if you have selected the right audio device in Microsoft Teams. Then make a test call to see if there are any error from it.

50565-image.png

In addition, please try to clean your client cache file to see if it works for you. If the device want to join the certification program, you can learn it from:

https://docs.microsoft.com/en-us/skypeforbusiness/certification/how-to-join


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

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.




image.png (16.9 KiB)
· 2
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Hello,
I am a Windows 10 Entreprise client, on a HP EliteBook 850 G6. I didn't have any issues before using the Sony WH-CH710N headphones in my Teams calls.
The issue persists, even though I cleaned my catche file and added these headphones as default on my device.
I didn't have similar problems with wired in-ear headphones - but as I mentioned before, I can't use them anymore due to the major discomfort.
Please help with an answer. How can we fix this issue?

Thanks & have a nice day!

0 Votes 0 ·
SCabrera-6169 avatar image
1 Vote"
SCabrera-6169 answered JimmyYang-MSFT commented

Having the same issue. SONY WH-CH710N disconecting from Teams Calls (via bluetooth)

Using the headhphones in a Laptop :

HP EliteBook 840 G3

Windows 10 Enterprise
Version 1909
OS Build 18363.1256

How to fix this issue?

· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Hi @SCabrera-6169

Does any other audio device have the same issue?

0 Votes 0 ·
Abraham-5618 avatar image
0 Votes"
Abraham-5618 answered

Hi, i want to know if the issue of SONY WH-CH710N disconecting from Teams Calls (via bluetooth) has a solution, i recently bought the headset and its not working for me on my Microsoft Teams calls.

5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

jb-2414 avatar image
0 Votes"
jb-2414 answered jb-2414 commented

Changing device (in the system tray and in MSTeams) to "WH-CH710N Hands-Free AG Audio " instead of using "WH-CH710N Stereo" solved the timeout issue for me.
Before that my headphones would stop working at 5 minutes during MSTeams calls.

· 1
5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

Change did not work after further testing. Timeout still happened after 12 minutes. Longer than the previously recorded 5 minutes but still unacceptable. Too bad, the headphones were awesome when they worked.

0 Votes 0 ·
ramanakumarakula-3517 avatar image
0 Votes"
ramanakumarakula-3517 answered ramanakumarakula-3517 edited

I too have same issue, head phones are awesome. but can't use in team calls, they are getting disconnected,

5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.

ThomasFjeldGran-4403 avatar image
0 Votes"
ThomasFjeldGran-4403 answered ThomasFjeldGran-4403 edited

Hi

I have this issue with with Sony WH-1000XM2 model. If I have listened to music on youtube via the browser then my headphones won't work in teams meetings. when I join teams meetings I will disable BTAGService to be able to have sound output on headphones but then the mic is on the computer. if I start the service i will need to change the speaker to computer speaker since the speaker on the headphones won't work but now the mic is working on the headphones. Also tested this with the SteelSeries Arctis Pro Trådløst Headset and the problem is very much there with this headset aswell.

Yes @JimmyYang-MSFT I have two headsets that are currently having this problem with teams.

I am running on :

Windows 10 Enterprise
Version 21H1
OS Build 19043.1288

5 |1600 characters needed characters left characters exceeded

Up to 10 attachments (including images) can be used with a maximum of 3.0 MiB each and 30.0 MiB total.