Microsoft teams application freezing with Microsoft Modern Wireless Headset

We also have this issue within our business, it's becoming a major problem, we have around 100 of these headsets and getting more and more reports of this exact issue occurring, (freezing joining a call, remove dongle and instantly unfreezes) I've also found that the audio volume slider in windows ceases to respond at the same time...dongle removed instantly works again. This is a recent occurrence starting a couple of weeks ago, it is extremely unlikely to be hardware related as they were all working fine previously and to have so many of the same problem all at once suggests MS have changed something, causing this bug.

This is only occurring with the MS modern wireless headsets and MS usb link dongles they come with, we also have Jabra evolve wireless headset/dongle pairs which this issue does not ever occur with (we have done heavy testing switching one to the other)

It's almost as if the featureset built into these headsets for teams is causing the problems (the jabras don't have this same teams button featureset)

I've not found anything via event viewer at the time it freezes (though do see entries for the removal and re-connection of the dongle)

Teams is fully upto date as is the dongle and headset firmware and drivers, occurring on various CPU generations so doubt there's a link there

MS need to pick this up and actually look into it now...

note: this has also been raised by other customers on other threads who have taken many diagnostic steps but still having the same issues. Allegedly teams via a browser works, only the desktop version is affected, unfortunately its the desktop version we require working...

Teams with Microsoft Modern Headset Freezing/Lagging - Microsoft Community Hub

Regarding the process mentioned earlier in the thread I have tried ending these a)during an attempted call where teams had frozen, b)after the call ended that had frozen and c)before making another call attempt which still resulted in the teams application freezing

Hello,

Please note that after working with microsoft on chat they wanted to replace the headset, how funny, I told them I have 10 brand new ones and each one I tried do not work.

the microsoft tech told me wait 12-24 hours for a supervisor to call me.
his troubleshooting steps were to:

run audio troubleshooter
update drivers
update teams - failed for him so he un-installed and re-installed MS teams.

Then he broke my audio totally then ran audio troubleshooter and then advised me with the following:

Thank you so much for letting me know. Joshua, it seems that the issue is with the headsets not with the software if there would be any issues with the Windows so your device speaker would also not work. I have updated your drivers as well but as the issue still persists it means that the issue is with the headset. I can help you in getting connected with the sales team so that they can help you with the replacement.  I can help you in getting connected with the sales team so that they can help you with the replacement or the refund, will that be fine?

June 29, 2023, 1:33 pm

Shadab

After explaining to Shadab 3 times that I do not need a replacement since I have 10 brand new ones his response was:

Sure, please let me know will it be fine if I will arrange a call back for you from my supervisor with-in 12-24 hours for your better assistance? 

The saga continues folks... if someone can debug the microsoft accessory center with WINDEBUG that would be great I am not that good with that tool and I think the answer may be with that app that interacts with the USB and Bluetooth of the Microsoft modern headset.

What versions of the USB does everyone ELSE have? this is mine.
and for the headset :

try this :

When I use the Microsoft Modern Wireless Headset 8JR-00001 with MS Teams call it freezes the MS teams application. I unplug the USB receiver that it comes with then re-plug it into the computer then it works. I have tried the following as a work around:

When I got to the Microsoft accessory center I reset the headset to factory default and it resolves some of issues that were reported.

The other fix I have found is to connect the headset via Bluetooth

please let me know if anyone else has had this issue.

I am starting to look at this application : accessory center.desktop bridge.device service.exe

to see if this has something to do with this.

What has not worked is : removing MS teams and clearing out all folders that have files after the uninstall of the MS teams APP.

I opened a new box and got a new headset and that still didnt work.

We have the same issue with the same headset.

Win 10 and win 11

Different gens of intel processors and also different brands of laptops.

We plug in other brand headsets and the systems are fine.

It's very hard to find information about what the latest version of firmware is.

The app says you up-to-date but it uses Windows updates to do it if your running autopatch or wsus sccm I am getting the feeling that it's not checking correctly get the firmware and updates for the device.

How ever there is no doco or info to find out what releases and updates there are for this device.

I say if microsoft support can't fix it they credit the headsets back and we buy something that works. We have about 40 of these headsets doing the same thing.

I have cleared cache, updated everything and still desktop client doesn't work with headset.
@AlexChen we can help you to reproduce error. If you need more information about software or hardware, just ask. More people in company have same issue so problem is reproducible.