jpjordan357
Member
- Local time
- 1:48 AM
- Posts
- 23
- OS
- Windows 11
Good morning!
So I recently completed a planned refresh of a portion of the company I work for. Our new equipment consists of stock Surface Pro 8, Dell Latitude 5530, and Dell Optiplex 7000 machines, all imaged up with Windows 11 Professional. Our phone provider is Zoom, so we are 100% softphones at the company, using the computers themselves with headsets as phones. Our headset of choice has been the Plantronic Blackwire 3210 USB-A Headset. An issue has popped up which has me absolutely stumped. The headsets appear to all stop working randomly. Sometimes just the mic, sometimes both the mic and headphone. Sometimes it will work for days, other times for minutes or hours before it has to be putzed with.
When I troubleshoot, Windows notification sounds will play though the headset, but no other sounds (like from Zoom or music) will come through. A restart will not always fix the problem. As near as I can tell, the only machines that seem to be affected are Dell users; the folks that got the new Optiplex 7000 and Latitude 5530 models. I have not yet gotten a call from any Surface Pro 8 users.
I have done the following:
It feels to me like a driver issue between the audio hardware and the headsets. I don't think Windows 11 is a culprit; I've mostly discounted 11 as a culprit because I have users in my location that I upgraded to Windows 11, but on older hardware (Optiplex 7080, 7070, 7090, and Latitude 5520 models), and I haven't gotten any reports of issues from them yet, and they've been deployed for months on the same image, rather than days or weeks.
I'm open to suggestions and ideas; I'm completely flummoxed; maybe we need a different USB headset? Is there a power setting someplace I'm missing?
In the meantime, I am testing out a different USB headset on a local user (A Kraken headset; it's all I have immediately available, lol). It's not apples to apples, but it would narrow things down a bit.
TIA for any suggestions.
So I recently completed a planned refresh of a portion of the company I work for. Our new equipment consists of stock Surface Pro 8, Dell Latitude 5530, and Dell Optiplex 7000 machines, all imaged up with Windows 11 Professional. Our phone provider is Zoom, so we are 100% softphones at the company, using the computers themselves with headsets as phones. Our headset of choice has been the Plantronic Blackwire 3210 USB-A Headset. An issue has popped up which has me absolutely stumped. The headsets appear to all stop working randomly. Sometimes just the mic, sometimes both the mic and headphone. Sometimes it will work for days, other times for minutes or hours before it has to be putzed with.
When I troubleshoot, Windows notification sounds will play though the headset, but no other sounds (like from Zoom or music) will come through. A restart will not always fix the problem. As near as I can tell, the only machines that seem to be affected are Dell users; the folks that got the new Optiplex 7000 and Latitude 5530 models. I have not yet gotten a call from any Surface Pro 8 users.
I have done the following:
- Performed driver updates via Dell Command Update.
- Uninstalled and removed the audio drivers from device manager, restarted, and updated drivers via Dell Command Update.
- Swapped out the headsets with brand new headsets of the same model.
- Made a number of tweaks to audio settings that I can't all immediately recall, because of how many and how rapidly I made them.
- Rolled back drivers.
It feels to me like a driver issue between the audio hardware and the headsets. I don't think Windows 11 is a culprit; I've mostly discounted 11 as a culprit because I have users in my location that I upgraded to Windows 11, but on older hardware (Optiplex 7080, 7070, 7090, and Latitude 5520 models), and I haven't gotten any reports of issues from them yet, and they've been deployed for months on the same image, rather than days or weeks.
I'm open to suggestions and ideas; I'm completely flummoxed; maybe we need a different USB headset? Is there a power setting someplace I'm missing?
In the meantime, I am testing out a different USB headset on a local user (A Kraken headset; it's all I have immediately available, lol). It's not apples to apples, but it would narrow things down a bit.
TIA for any suggestions.
- Windows Build/Version
- Windows 11 Pro, build 10.0.22621.1105
My Computer
System One
-
- OS
- Windows 11