Forum Discussion
Jabra Evolve 75 UC Mute/Unmute Sync Issue With Teams 1.5.00.22362 (8/26/22)
I am having a problem with the Jabra Evolve 75 UC where moving the boom arm up (mute) and down (unmute) works at a hardware level but does not stay in sync with the mute/unmute status in MS Teams. It doesn't fail 100% of the time, it is about 50/50 being in sync to not in sync.
Means that if I want to talk on a call I can't just lower the boom arm down, I also have to check what the mute status is in Teams and manually click on the unmute button so that the software and the hardware are in sync. It is terribly distracting for my calls, having to worry about the mute status in the software being different from the hardware.
This started happening in August 2022, though I can't be sure it first became an issue with the MS Teams 1.5.00.22362 release. Here is more information on the versions of things.
- Computer: MacBook Pro, 16-inch, 2021 (M1)
- OS: macOS Monterey 12.5.1
- Running Jabra Direct version 6.3.22201. Preferred Softphone is set to Microsoft Teams in Jabra Direct settings.
- Jabra Evolve 75 UC with firmware version 2.38.0
- Jabra Link 370 with firmware version 1.87.0
I have tried unpairing the Jabra Evolve 75 from the Jabra Link 370 and then re-pairing them. No change to the observed issue and MS Teams is still out of sync with the mute status of the hardware about 50% of the time.
I have tried connecting the Jabra Evolve 75 directly via bluetooth instead of through the Jabra Link dongle. No change to the issue.
I have tried a USB wired connection for the Jabra Evolve 75. This does seem to improve the frequency of how often the mute in MS Teams is in sync with the hardware to about 75% working and 25% failure, but even at 25% failure this is a problem.
I have tried killing the Teams app and restarting it. I have tried killing the Jabra Direct app and restarting it. I have tried rebooting the Mac. The issue remains.
Also note that this all works perfectly in the Zoom application. 100% of the time the Zoom mute status is fully in sync with the mute status of the Evolve 75 headset. Raise the boom arm on the headset, Zoom shows mute is applied. Lower the boom arm on the headset, Zoom shows mute is not applied.
I realize the headset is the UC and not the MS version, but this issue with the software mute status not being in sync with the hardware mute status was not a problem over the 18 months. It seems like this mute sync issue started sometime in August 2022.
- Same is happening with me too. and it is not 50-50%. For me 100% of the time the teams is not getting mute. anybody got any solution for this?
I suddenly started experiencing this issue about a week ago (for unknown reason) and it had been such a pain not being able to use the microphone arm to mute/unmute.
My setup:
- Windows 11
- Jabra Evolve 75
- Jabra Link 370
- Jabra Direct (installed)
After much troubleshooting without success, I found a post by Jabra Support on another site which stated the following:
We are sorry to hear that you are not able to unmute the microphone on your Jabra Evolve 75 headset when lowering the microphone boom arm on a Microsoft Teams call; this is certainly not what we expect. We recommend that you try resetting your Jabra Evolve 75 using the instructions linked here: https://www.jabra.com/supportpages/jabra-evolve-75/7599-832-109/faq/How-do-I-manually-reset-my-Jabra-Evolve-75-to-the-default-settings#/. After you have successfully reset your Jabra Evolve 75 headset, follow these instructions to re-pair the headset to your Jabra Link 370: https://www.jabra.com/supportpages/jabra-link-370/14208-08/faq/How-do-I-pair-or-re-pair-a-Jabra-Bluetooth-device-with-the-Jabra-Link-Bluetooth-adapter#/.
By following above to reset Jabra Evolve 75 and re-pairing from Jabra Link, it finally fixed the issue!
Re-pairing as described here worked for me (without resetting device):
How do I pair or re-pair a Jabra Bluetooth device with the Jabra Link Bluetooth adapter using Jabra Direct? | Jabra Link 370 MS - Bluetooth Adapter | FAQ | Jabra Support
My setup:
- Windows 11
- Jabra Evolve2 65
- Jabra Link 380
- Jabra Direct (installed)
I managed to solve this problem with turning these settings off and on again. Teams settings/Devices
I confirm that this workaround also worked for my Evolve2 40 UC wired.
To be precise, I switched off the specific settings, restarted my laptop and switched them back on.
- I have the same problem
Evolve2 65, Link380, latest firmware. Teams 1.6.00.16472
It started happening a few months ago. Prior to that I never had this issue since purchase in 2020.I am now another user with two Jabra Evolve headsets (Evolve 75 and Evolve 2 75) that have the same issues. I am on 2x Windows 10 (1x corporate) and windows 11
I have done similar to the above.
This is not acceptable to have drivers not working after more than one year.
- Same here but with a Jabra Evolve2 40 UC wired.
Boom arm was syncing fine with Teams mute button.
After a Teams update (current version: 23272.2707.2453.769) the sync suddenly stopped.
I checked with another laptop running on Win 10 with earlier Teams version and the boom arm syncs just fine. Which I believe clearly shows the root cause. A job well done MS!
The problem is that I bought a headset for my work and out of the blue a very useful feature doesn't function.
On the other hand, Jabra support says to contact MS (convenient indeed).
harmonjeff - Hi, Have you found a resolution to your issue?
We are having the same with Jabra Headset/HP Laptops/Teams/WIN10 & 11 combination.
We have tested and replicated the issue with different combinations of downgraded and upgraded operating systems, firmwares and softwares including testing with Zoom and Webex, used bluetooth direct or with Jabra dongle, and logged issues with all vendors for a solution. If we use a wired Jabra Headset the issue goes away. The same issue remains when using the combination of Jabra Headset/HP Laptops/Teams/WIN10-11; it goes away using a wired or different make of headset and/or another communication software on the laptop such as Zoom or Webex.
Our people have to use the workaround of the Teams onscreen mute/unmute and everyone is stressing that they are muted or not in calls.
If anyone has a resolution they found it will help many people across the world.
Hello everyone,
After struggling for months I realized that this issue started only after I've got my laptop replaced.
I realized yesterday that the management of mute\unmute is under the laptop mute function key, which means if I press that button, then MS Teams will be muted, and Jabra mute light will turn on, and the opposite will happen when I trigger the mute from the laptop function button.
I decided to use the button instead of Jabra or MS team button because the laptop button syncs all others and then all is good then.
The only issue is that I have to have my laptop screen open all the time in order to press the button!, otherwise I could do Jabra mute only which as we know won't sync others.
At least I know the reason now, I won't try to change this setting otherwise I'll adapt.
Hope that helps people who are having my same setup/scenario.
Regards
Omara
- Here at the end of November the issues remain exactly the same. There have been a couple of updates to the Jabra and MS Teams software. None of them have changed anything. The hardware mute status (boom arm up) is not in sync with the software mute status in Teams more than 40-50% of the time.
As of January 4 this issue remains exactly the same. Multiple updates to Jabra Direct and MS Teams and the problem remains. The boom arm properly mutes and unmutes in Zoom just as it has all along but the software mute status in MS Teams is only in sync with the position of the boom arm on the headset about 50% or less of the time.
- This issue persists with all of the drivers, firmware, and software are at their most current versions:
- Link 370 with firmware version 1.87.0
- Jabra Evolve 75 with firmware version 2.38.0
- Jabra Direct version 6.5.31801
- Microsoft Teams Version 1.5.00.33356
harmonjeff and others. I have a similar issue with the Jabra Evolve 75 UC and Teams since last week. Running on Windows 10 but no software updates have been installed (not for MSTeams, Jabra, Windows) recently. Everything worked just fine.
Now the headset and Teams interact 'weirdly'. Some examples: in the middle of a call I'm put on pause without a clear cause. Sometimes triggered when someone types a message in the chat but not always. The option to mute myself by lifting the mic doesn't work or mutes both mic and speakers. A test call in Settings starts up, the screen flickers and after a couple of seconds the call is terminated without even hearing the result. No clue which component is causing this.
Windows Version 10.0.19044 Build 19044
Microsoft Teams Version 1.5.00.21668 (64-bit). It was last updated on 19/08/2022
Jabra Direct Version: 6.3.22201
Jabra Evolve 75 Firmware version: 2.38.0
Jabra Link 370 Firmware version: 1.87.0
Restarts, reinstallations have not helped at all. And just like Jeff posted, no problems with Zoom.
- Hi people , same issues with teams and Zoom and the reinstallation have not changed something.
Someone have an update about this behavior ?- I have a support ticket open with Logitech on this issue. They have had me try a number of things, none has made a difference. The latest was to use the button at the top of the right ear cup to mute/unmute. Same behavior where it seems to be in sync with the software mute status in Teams about 50% of the time (or worse).
Outside of that, I have had no updates.
I too am having this issue. Newer M1 mac, same software versions. harmonjeff
I have also validated that the issue where the software mute status in Teams is in sync with the hardware mute status of the Evolve 75 UC only about 50% of the time remains even if the Zoom application is not running on the computer.
I have also tried disabling all audio processing features in Teams by disabling:
- Automatically adjust mic sensitivity
- Noise Suppression
- High fidelity music mode, which also disables Enable echo cancellation
I rebooted the Mac after changing these settings. No change to the issue.
