Bluetooth sound cuts out only on Zoom and Microsoft teams

Question

When I'm using bluethtooth headphones in a Zoom or Microsoft Teams meeting the audio cuts out anywhere from 2 to 5 mins.  The mic still works.  I've tried everything possible to fix this and I can't.  I've tried two different kinds of headphones and the issue happens for both of them so it's not the headphones.  Audio works on all other applications on my computer so it's not the computer (which is only 2 months old).  I have tried everything I can find online to fix this and still have the issue. I'm on Windows 10.

Answer 1

Hi Jason. I'm Greg, an installation specialist, 10 years awarded Windows MVP, and Volunteer Moderator. If you will work with me I will be here to help until the issue is resolved.

I'll give all possible steps for troubleshooting Bluetooth in order of priority, so even if you've tried them please do it over in sequence. Many problems right now are being solved by updating to the latest version of Windows 10 so if you want to skip to that step see the Repair Install at bottom:

1. Try Updating the Bluetooth driver from the PC maker's Support Downloads webpage for your exact model. Install it even if it's the same or newer than the one in Device Manager reached by right clicking the Start button.
2. Right click Start button to access Device Manager, locate Bluetooth device (if necessary from View tab Show Hidden Devices), on Driver tab see if Roll Back is available, if not try Update Driver, first automatically, then Browse, then Let Me Pick to try all previously installed Drivers.

If these fail Uninstall the Driver, restart PC to reinstall. If the BT driver is not there, access the View tab in Device Manager to "Show Hidden Devices."

3. Make sure you're pairing correctly as shown here: https://support.microsoft.com/en-us/help/15290/...
4. See Fixes here which are all working:

https://support.microsoft.com/en-us/help/14169/...

https://superuser.com/questions/1017867/make-wi...

https://answers.microsoft.com/en-us/windows/for...

https://www.lifewire.com/fix-windows-10-bluetoo...

5. Try the Bluetooth troubleshooter at Settings > Update & Security > Troubleshoot.
6. Try turning off Fast Startup at Settings > System > Power & Sleep > Additional Power Settings > Choose what Power buttons do > Change settings that are unavailable > uncheck Fast Startup.

7 If this was caused by Windows Update(s) then you can check which were installed at Settings>Update & Security>Windows Update under Update History, then uninstall them from the link there, and immediately check for these again and hide with the Hide Updates tool explained here: https://www.howtogeek.com/223864/how-to-uninsta...

You can also use System Restore from within Windows to get back before the problem began, then check for Updates with the Hide Update tool and hide them: https://www.windowscentral.com/how-use-system-r...

8. If this was caused by a Version Update then for 10 days you can roll it back in Settings>Update & Security>Recovery and then hide it until it matures using the Hide Updates Tool which is explained more here:

https://www.howtogeek.com/223864/how-to-uninsta....

If that doesn't work you can also Go Back in Repair Mode as shown here:

https://www.tenforums.com/tutorials/2294-advanc...

You can also let the Updates install again as they may not cause the same problem, then if they do use one of the above methods to remove and block them.

8. If you think the BT adapter has failed, you can replace it easily with a USB nano adapter like this one: https://www.amazon.com/ZEXMTE-Bluetooth-Receive...
9. Go over this checklist to make sure the install is set up correctly, optimized for best performance, and any needed repairs get done: http://answers.microsoft.com/en-us/windows/wiki...

Start with Step 4 to turn off Startup freeloaders which can conflict and cause issues, then Step 7 to check for infection the most thorough way, then step 10 to check for damaged System Files. Then continue with the other steps to go over your install most thoroughly.

10. If nothing else helps you can run a Repair Install by installing the Media Creation Tool and choosing from it to Upgrade Now. This reinstalls Windows in about an hour while saving your files, apps and most settings, solves many problems while also bringing it up to the latest version 1909 which you need anyway and by the most stable method. http://windows.microsoft.com/en-us/windows-10/m....

I hope this helps. Feel free to ask back any questions and let us know how it goes. I will keep working with you until it's resolved.

________________________________________________________

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Answer 2

Jason, see more clues to the problem here:

https://microsoftteams.uservoice.com/forums/555...

Since several reported this happens with Notifications, press Windows (flag) key + A to open Action Center, Expand Tiles, turn on Focus Assist to pause Notifications during meetings. Another said that shutting down Skype (from System Tray, in Task Manager > Startup) helps:

https://techcommunity.microsoft.com/t5/microsof...

Anyway there is enough in that first mega-thread to try that hopefully something will work or lead to a solution. Keep me posted.

Answer 3

I think I figured out what is going on but I still don't know how to fix it. I think this is a Zoom/Microsoft Teams issue and not a bluetooth issue. My other Laptop was running Zoom 4.6 and it worked and the audio did not cut out after a few mins.  My laptop that was having issues was using the newest version of Zoom (5.0.1).  When I upgraded Zoom to 5.0.1 on my other laptop it started having the same exact issue.  With this said, I still don't know why Microsoft Teams does the same thing.  

Before I figured this out, I did try what you suggested and same issue. 

If you can figure this one out, then Greg, you are the real MVP.  

Thanks

Jason

Answer 4

Jason, those are negligible duplicates. What matters is the Intel Bluetooth adapter. Is it updated to the latest from the PC or motherboard maker's Support Downloads web page? If no newer there then check it using the Intel Driver Update utility: http://www.intel.com/content/www/us/en/support/...

If no newer driver then in Device Manager, open the adapter and choose Update Driver, then Automatic.

If that doesn't find a newer driver, try Update Driver > Browse > Let Me Pick to try all previous drivers.

If that doesn't help then choose Uninstall, restart PC to reinstall the driver.

Report back results along with anything else you notice.

Answer 5

Hi Greg,

Thanks for your help, I will go through the steps and let you know if I have questions or how I make out. One thing I noticed in the Device Manager under bluetooth, is there are 6 entries for Bluetooth LE Generic Attribute Service.  I tried to uninstall 5 of them but when I restart my PC, they show back up. Is this normal to have 6 of them?