Hello, I recently deployed some Yealink MP50 USB phone devices to my agency users who are on Teams Voice. For some, the MP50 works perfectly: plug and play and away we go. Unfortunately, for most users they can't start, answer, or end calls but the pause/resume and mute/unmute work fine during a call. If they start a call from the phone's controls it looks like it is attempting to dial out but nothing happens on the PC and it eventually ends If they receive a call it shows up on the MP50's screen but the answer and decline buttons do not work and neither does pressing speakerphone or picking up the handset. If a user starts or answers a call on the PC they can use the MP50 for microphone and audio Picking up the handset switches it from speakerphone to handset, If I do a test call on the troubled setup, Teams displays a banner saying "No device call controls. Exit other calling apps so you can use your device call controls with teams. I have worked with Yealink support through a lot of troubleshooting, but unfortunately have not resolved the issue. I will give a rundown of the troubleshooting. Our Teams accounts are in Teams only mode and we do not have Skype for Business I have troubleshot the issues for a couple of months, so it has persisted throughout Teams updating I have troubleshot on a couple of different firmware versions of the MP50 For those having issues, I switched them to a device that worked on another PC but it didn't work on theirs For those having issues, I took their device and put it on another PC that had a working one and it worked there I've tried multiple device resets I've deleted out all drivers out of device manager and reinstalled it, multiple times I've tried completely removing Teams and all files/folders from the PC and then reinstalling and setting up Teams Here is a rundown of some extensive process of elimination troubleshooting I did, with users A and B MP50 works on user A's setup but not user B's setup User B logs into their Teams account on user A's PC with user A's domain account logged in, the MP50 works User B logs into their Teams account on user A's PC with user's B's domain account, the MP50 works User A logs into their Teams on user B's PC with user B's domain account logged in, the MP50 doesn't work User B logs into their Teams account on user B's PC with user A's domain account logged in, the MP50 works To me, this eliminates the possibility of the device, the PC, the Teams accounts, and the Domain account from being the issue and just leaves it to being an issue with the local Windows profile on the PC. I hope someone can provide some other troubleshooting options. I may have to look at alternatives, but what from I've seen it sounds like most other phones run Teams as a separate instance, creating several other drawbacks, or else have to be dumbed down to operate similar to the MP50 which makes them a waste of money. Thanks

It wasn't what I was hoping for :D The idea was to create a test account that wasn't working, and then home it into Teams to see if it started working. Never expected it to just work. I can only think that the different accounts are enabling and disabling certain APIs or hooks in Teams that the phone uses to control calls. We're not signing out of the PC, just switching account on Teams. So we can reliably repro this, and fix it. We just need to determine what the difference is between these accounts.

That's interesting. One thing Yealink was adamant about was that for the device to properly work with Teams the account should be in Teams only mode. Sounds like you've found some sort of workaround to make a SfB account work with it in Teams.

This is the test we carried out today On a laptop that has never had SfB or Teams installed, we installed a fresh copy of Teams. Then a user that has issues with the MP50 signs into Teams - We test and the phone still has issues I then sign into Teams on that same device, as the MP50 works fine for me - We test and now the phone works fine The only difference between the two accounts is that I am homed in Teams and the affected user's account is homed in SfB. So we create a brand new account, and register it in SfB and license it for Teams. The plan is to replicate the issue, and then home that account in Teams. Bad news is that the test account instantly works with the phone - Mind Blown! So this was on the same device - same logon account - never had SfB installed - all we are doing is signing in and out of Teams. Sign in with my account homed on Teams - works. Sign in with affected user homed on SfB - doesn't work. Sign in with new test account homed on SfB - works. Makes no sense to me.

So far, using Nirsoft regscanner to delete all entries related to "Lync" and "Skype", uninstalling Teams, then rebooting and reinstalling Teams has reliable worked for me without issues. Any PCs that never had Lync or Skype running on them have not had any issues on initial setup. Teams certified devices don't play nicely with Skype or Lync, and apparently the issue is as deep as registry entries. I'm not sure whether this is Microsoft or Yealink's fault; I'm leaning towards Microsoft for not properly cleaning things up after a removal of Lync and Skype. I'm betting that the piece that is getting caught up on the registry entries is Microsoft's own APIs that Yealink are simply implementing, but that's speculation. The MP54 and MP56 won't get caught up on such issues as they run Android and thus a separate instance of the app, similar to running it on your own smartphone. The issue there is those phones have full blown access to Teams, unless configured otherwise, and so a lock screen timer would probably need to be put in place for security purposes. Our central IT does use the MP56, but reduces its functionality down to be about the same as the MP50 to avoid having the lock screen. The M56 still has the speedial contacts, however.

This seems to generally fix it - Nirsoft regscanner, search for "Lync" under HKEY_CURRENT_USER and delete all Lync-related entries, then restart the machine, reinstall Teams - ensure you delete AppData\Roaming\Microsoft\Teams & AppData\Local\Microsoft\Teams Once we got the phones working the feedback from our users haven't been great, and for some odd reason the fix doesn't work on all users, sometimes resetting the user profile is the only way to get it working. We've decided to not buy anymore MP50's and we've gone for the MP54's instead, which you login via the phone directly.

Teams: Yealink MP50 unable to start, answer, or end calls

Anonymous

Hello,

I recently deployed some Yealink MP50 USB phone devices to my agency users who are on Teams Voice. For some, the MP50 works perfectly: plug and play and away we go.

Unfortunately, for most users they can't start, answer, or end calls but the pause/resume and mute/unmute work fine during a call.

If they start a call from the phone's controls it looks like it is attempting to dial out but nothing happens on the PC and it eventually ends
If they receive a call it shows up on the MP50's screen but the answer and decline buttons do not work and neither does pressing speakerphone or picking up the handset.
If a user starts or answers a call on the PC they can use the MP50 for microphone and audio
Picking up the handset switches it from speakerphone to handset,
If I do a test call on the troubled setup, Teams displays a banner saying "No device call controls. Exit other calling apps so you can use your device call controls with teams.

I have worked with Yealink support through a lot of troubleshooting, but unfortunately have not resolved the issue. I will give a rundown of the troubleshooting.

Our Teams accounts are in Teams only mode and we do not have Skype for Business
I have troubleshot the issues for a couple of months, so it has persisted throughout Teams updating
I have troubleshot on a couple of different firmware versions of the MP50
For those having issues, I switched them to a device that worked on another PC but it didn't work on theirs
For those having issues, I took their device and put it on another PC that had a working one and it worked there
I've tried multiple device resets
I've deleted out all drivers out of device manager and reinstalled it, multiple times
I've tried completely removing Teams and all files/folders from the PC and then reinstalling and setting up Teams

Here is a rundown of some extensive process of elimination troubleshooting I did, with users A and B

MP50 works on user A's setup but not user B's setup
User B logs into their Teams account on user A's PC with user A's domain account logged in, the MP50 works
User B logs into their Teams account on user A's PC with user's B's domain account, the MP50 works
User A logs into their Teams on user B's PC with user B's domain account logged in, the MP50 doesn't work
User B logs into their Teams account on user B's PC with user A's domain account logged in, the MP50 works

To me, this eliminates the possibility of the device, the PC, the Teams accounts, and the Domain account from being the issue and just leaves it to being an issue with the local Windows profile on the PC.

I hope someone can provide some other troubleshooting options. I may have to look at alternatives, but what from I've seen it sounds like most other phones run Teams as a separate instance, creating several other drawbacks, or else have to be dumbed down to operate similar to the MP50 which makes them a waste of money.

Thanks

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132 answers

Anonymous

2021-11-24T16:33:12+00:00

It wasn't what I was hoping for :D

The idea was to create a test account that wasn't working, and then home it into Teams to see if it started working. Never expected it to just work.

I can only think that the different accounts are enabling and disabling certain APIs or hooks in Teams that the phone uses to control calls. We're not signing out of the PC, just switching account on Teams. So we can reliably repro this, and fix it. We just need to determine what the difference is between these accounts.
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Anonymous

2021-11-24T16:27:57+00:00

That's interesting. One thing Yealink was adamant about was that for the device to properly work with Teams the account should be in Teams only mode. Sounds like you've found some sort of workaround to make a SfB account work with it in Teams.
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Anonymous

2021-11-24T16:19:23+00:00

This is the test we carried out today

On a laptop that has never had SfB or Teams installed, we installed a fresh copy of Teams.

Then a user that has issues with the MP50 signs into Teams - We test and the phone still has issues

I then sign into Teams on that same device, as the MP50 works fine for me - We test and now the phone works fine

The only difference between the two accounts is that I am homed in Teams and the affected user's account is homed in SfB.

So we create a brand new account, and register it in SfB and license it for Teams. The plan is to replicate the issue, and then home that account in Teams.

Bad news is that the test account instantly works with the phone - Mind Blown!

So this was on the same device - same logon account - never had SfB installed - all we are doing is signing in and out of Teams. Sign in with my account homed on Teams - works. Sign in with affected user homed on SfB - doesn't work. Sign in with new test account homed on SfB - works.

Makes no sense to me.
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Anonymous

2021-11-24T15:49:23+00:00

So far, using Nirsoft regscanner to delete all entries related to "Lync" and "Skype", uninstalling Teams, then rebooting and reinstalling Teams has reliable worked for me without issues. Any PCs that never had Lync or Skype running on them have not had any issues on initial setup.

Teams certified devices don't play nicely with Skype or Lync, and apparently the issue is as deep as registry entries. I'm not sure whether this is Microsoft or Yealink's fault; I'm leaning towards Microsoft for not properly cleaning things up after a removal of Lync and Skype. I'm betting that the piece that is getting caught up on the registry entries is Microsoft's own APIs that Yealink are simply implementing, but that's speculation.

The MP54 and MP56 won't get caught up on such issues as they run Android and thus a separate instance of the app, similar to running it on your own smartphone. The issue there is those phones have full blown access to Teams, unless configured otherwise, and so a lock screen timer would probably need to be put in place for security purposes. Our central IT does use the MP56, but reduces its functionality down to be about the same as the MP50 to avoid having the lock screen. The M56 still has the speedial contacts, however.
Was this answer helpful?

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Anonymous

2021-11-24T15:02:31+00:00

This seems to generally fix it - Nirsoft regscanner, search for "Lync" under HKEY_CURRENT_USER and delete all Lync-related entries, then restart the machine, reinstall Teams - ensure you delete AppData\Roaming\Microsoft\Teams & AppData\Local\Microsoft\Teams

Once we got the phones working the feedback from our users haven't been great, and for some odd reason the fix doesn't work on all users, sometimes resetting the user profile is the only way to get it working.

We've decided to not buy anymore MP50's and we've gone for the MP54's instead, which you login via the phone directly.
Was this answer helpful?

0 comments No comments