Forum Discussion

Iron Contributor

Jun 02, 2017

Solved

Skype call issues - Bad device state

Hi all, during past two weeks I have noticed increased number of incidents regards Skype for business calls. Users are complaining that suddenly the other end stops hearing them. We have Sky...

devices

Monitoring & Reporting

Voice

Maluks
Jul 05, 2017
So we have contacted Microsoft support ourselves. The plan on how to solve this was addressed very quickly, as we were informed we were not the first ones contacting them regards the same issue.

The first step was to apply latest USB 3.0 drivers:
https://downloadcenter.intel.com/download/22824/Intel-USB-3-0-eXtensible-Host-Controller-Driver-for-Intel-8-9-100-Series-and-Intel-C220-C610-Chipset-Family or from here
https://downloadcenter.intel.com/search?keyword=usb+3.0+driver

2. If problem persists check in BIOS if is possible to disable USB 3.0 or through device manager
3. If problem still persists update windows 7 to latest rollup - https://support.microsoft.com/en-us/kb/3125574

We applied 1st step for few of our users couple days ago and so far so good, no one reported any problems since then. I really hope that this is the fix for our issues.

Wan Zhung Bong

Brass Contributor

Jun 05, 2017

I doubt this is an issue with headsets as you mentioned, there're users complaining about it. Perhaps you can try to isolate by measuring the quality without headset, check on the network signal (WIFI), network utilization, recent updates, etc.?

Maluks

Iron Contributor

Jun 05, 2017

Haven't noticed anything regards network quality. There were different cases when users were in the office using LAN, Wifi or even connected remotely using private home network. The only thing I can think of that has changed is that we updated client PC's with the latest Skype for business version
(https://support.microsoft.com/en-us/help/3191876/may-2-2017-update-for-skype-for-business-2015-lync-2013-kb3191876).

Wan Zhung Bong
Brass Contributor
Jun 06, 2017
Normally I don't focus if user is connecting outside the organization, there are too many factors that we can't control. I'll use the Lync Precall Diagnostics Tool on user's PC to test the overall network performance before and during the call; it's useful to verify if it is causing by network utilization.

On the other side, I'll uninstall the updates and monitor the situation too.