Bluetooth headphones mic stops working after turning headphones off and on again

SatchNZ · Jul 27, 2023

Hi,

I have an issue that has just started with a pair of Bose NC700 headphones connected via bluetooth to my Dell XPS 13 laptop running Win 11. When I first boot up, my headphones work fine with Skype and Teams (as they always have on the same hardware). But in the last few days the microphone on my headphones stops working if my headphones are switched off or go into standby (and I turn them back on to use again). I get a message saying that there is a problem with the microphone in Skype and Teams. When this issue occurs, I can still hear audio (i.e. the caller) through my headphones - they just cannot hear me. I've tried another pair of Bose NC700, and my Apple Airpods, and I get the same issue.

The bluetooth drivers are up to date, as is Windows. I am at a loss as to how to solve this issue so any advice would be appreciated. If there is vital info I have left out of this post, please let me know and I'll do my best to provide it.

Thanks in advance for any help!

wiganken · Jul 27, 2023

Just clutching at straws here but have you tried unpairing and re-pairing?

SatchNZ · Jul 27, 2023

wiganken said:
Just clutching at straws here but have you tried unpairing and re-pairing?

Hey, thanks for your input. Yes have tried this several times. No luck I’m afraid.

wiganken · Jul 27, 2023

It may be that a Windows update has introduced a Bluetooth incompatibility with the devices. You haven't by any chance installed the latest 'Preview' type update KB5028254 have you? If you have then try uninstalling that update and see if the problem is fixed. Note that you have to be an 'Administrator' to uninstall Windows updates.

I never install 'Preview' updates since they have not been fully tested and that is why they are 'Preview' type.

SatchNZ · Jul 27, 2023

I’ve checked and that KB hasn’t been installed. Thanks for the suggestion.

wiganken · Jul 27, 2023

Have you installed the Bose Music App and run available software updates for the Bose headphones? Page 54 of the Bose User manual shows how to do this. I assume you have the user manual. If not see: -

https://assets.bose.com/content/dam/Bose_DAM/Web/consumer_electronics/global/products/headphones/noise_cancelling_headphones_700/pdfs/827452_og_noise-cancelling-headphones-700_en.pdf

SatchNZ · Jul 27, 2023

wiganken said:
Have you installed the Bose Music App and run available software updates for the Bose headphones? Page 54 of the Bose User manual shows how to do this. I assume you have the user manual. If not see: -

https://assets.bose.com/content/dam/Bose_DAM/Web/consumer_electronics/global/products/headphones/noise_cancelling_headphones_700/pdfs/827452_og_noise-cancelling-headphones-700_en.pdf

Software is up to date but I don’t think this is a Bose issue as I get the exact same problem with Apple AirPods. It is either a laptop Bluetooth driver or hardware issue. Hopefully the former.

wiganken · Jul 27, 2023

Okay. Have you moved anything or installed anything that can interfere with the BT signal. Is there a direct line-of-sight between headphones and devices. Is the distance within BT range? See: -

Audio Solutions Question of the Week: What Causes Bluetooth Interference? | Audio-Technica

Audio Solutions Question of the Week: What Causes Bluetooth Interference? Our Audio Solutions team discusses all of the reasons why you may recieve Bluetooth intereference when using Bluetooth enabled devices.

www.audio-technica.com

How to Avoid Bluetooth Interference in Headphones

An in-depth look at what causes Bluetooth interference, and the proactive steps that you can take to avoid it.

www.headphonesty.com

SatchNZ · Jul 27, 2023

No environment changes have been made to my home office. No new software installs either other than regular Windows and Dell driver updates. It could be one of those two things but I’ve found no other reports online of people having a similar issue recently (or ever).

Audio on calls to my headphones continues to work. It’s just the mic stops working.

Here’s the basic flow:

Laptop boots > power on headphones > make Skype/Teams/Facebook call (audio and mic work) > after call, headphones eventually turn off or I manually turn them off > power on headphones to make another call (this and subsequent calls only audio works, the mic doesn’t and the people at the other end can’t hear me).

Issue can only be temporarily resolved by reboot my laptop. Rinse and repeat the above.

wiganken · Jul 27, 2023

Sorry to say I give up but I hope you get it sorted. I'm out of ideas. If it has only just started then something has changed but I can't think what that might be. Good luck.

SatchNZ said:
I have an issue that has just started

SatchNZ · Jul 28, 2023

wiganken said:
Sorry to say I give up but I hope you get it sorted. I'm out of ideas. If it has only just started then something has changed but I can't think what that might be. Good luck.

Thanks for your attempts though. I’m going to reset Windows to factory and start again. That should hopefully fix it as long as it isn’t hardware.

wiganken · Jul 28, 2023

@SatchNZ - Okay. Let us know how you get on. It might help others.

SatchNZ · Aug 1, 2023

Righto, I managed to solve my issue without the need to do a Windows reset.

In Device Manager I noticed three devices under "Audio inputs and outputs". They were:

Headphones (NC700)
Headset (NC700 Hands-Free)
Headset (NC700)

I disabled 1 and 3 above, and my Headphones have been solid since. Not sure what changed, but it looks like Dell pushed a Bluetooth driver update early last week which could have messed with my settings. Regardless, the issue now appears to be resolved.

gertBE · Aug 18, 2023

@SatchNZ I was having the same problem with my Bose QC45 and Dell Latitude. Your solution worked for me. Thanks!

SatchNZ · Aug 21, 2023

gertBE said:
@SatchNZ I was having the same problem with my Bose QC45 and Dell Latitude. Your solution worked for me. Thanks!

Unfortunately I’m still having issues despite making the changes I did. Not sure why but I’m still searching for a permanent solution. The following video appeared on my YT feed the other day but I’ve yet to give it a go. The guy rambles for a bit but it may help…

j_rsl · Sep 7, 2023

Same issue here with a Dell Latitude 5430 and Soundcore Q45 plus JBL TOUR PRO+ headsets.

In the beginning the problem was there, than an Intel Bluetooth Wireless installation through Intel Driver & Support Assistant fixed it (Mid July). I was stupid enough to install Dell Command |Update and it broke the magic. This is the Dell Command update history:

I have noticed that the problem seems to be in the switching between headphones (in the Playback Tab of Sound configuration) and headset devices (in the Recording tab). At first bootup I can hear a switching noise when I select the Playback Tab. After turning off and on again any of the headsets, the mic problem and not a swithching noise when I select the Recording tab.

SatchNZ · Sep 8, 2023

I’ve not been able to find a permanent fix for this issue so am having to use the NC700s wired. A few others in my team are also experiencing issues with their wireless headphones (assorted brands). It’s pretty disappointing as they have been pretty much rock solid until recently, and using them wired is not convenient.

j_rsl · Sep 18, 2023

Hey! Some news here! It's working now!

Today I changed 2 things:
1) Ticked these two:

2) Installed updated driver "Intel® Wi-Fi 6E AX211 160MHz" through Intel official support website.

After this, I removed "Dell Command| Update", which was the originator of the problem installing "something" (I hadn't assumed that wi-fi driver could be causing this, but the three installs DELL Command made were on Display drivers, BIOS and Wifi Drivers).

Does it make any sense that wi-fi drivers are responsible for the issue? Now I'm thinking that maybe the Intel board is shared between wi-fi an BT... Some technical assessment on this? Makes some sense to anyone?

SatchNZ · Sep 25, 2023

@j_rsl

How did you get to the headset properties box? I’m assuming via Device Manager, but my headset properties doesn’t have an advanced tab.

SatchNZ · Sep 27, 2023

I tried the driver changes suggested by @j_rsl above, but they didn’t resolve the issue. Still cannot see the Advanced tab on my Headset Properties. This issue is beyond frustrating…