Forum Discussion
Skype call issues - Bad device state
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/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.
Hi Arunas, we are experiencing exactly the same issue. Infact our SfB installation is brand new.
We are using Plantronics 740-M (SfB compatible) and mid call, the user can only hear but cannot be heard by others. The only way out is to disconnect and reconnect from the call.
Happens with Lync Peer-peer, conference and Lync-PSTN calls as well.
We do not have any workaround and our SfB go-live is on hold as this is a show-stopper for us!
Per Microsoft: Cause:
Typically, only new hardware that uses a USB 3.0 interface is affected by this issue.
This issue occurs because Windows 7 doesn't provide native USB 3.0 driver support. Intel provides the USB 3.0 driver stack. This causes timing issues in combination with the Skype for Business audio drivers
Workaround
To work around this issue, delete the Intel USB 3.0 drivers and use Windows USB 2.0 drivers instead. It is recommended that you engage with the computer OEM and Intel for the correct removal procedure and a further resolution, including obtaining updated USB 3.0 drivers.
Currently Dell is working together with Intel to fix the issue. Lenovo and HP computers are also affected
Unfortunately, the workaround recommended is impractical as it disables the Bluetooth as well and causes additional issues.
The last we were told is to wait for Intel!
In our opinion, this seems to be a major show stopper in SfB's adoption and enterprise readiness. If people cannot reliably and consistently talk without fearing their call will get interrupted mid-way, its a collaboration breakdown.
Anyone else has ran and figured a workaround, please share
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/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.
Thanks for sharing the wonderful article. Is it work on older usb 2.0 port.
As some machine have both ports .
- Hi Biren,
Per our experience, the update installs on machines with both USB-2.0 and 3.0.
However, on relatively older machines with just USB 2.0, the update gives an error
Regards, ShekharWell it should give an error, because this update is for USB 3.0. In our company I haven't heard any complaints about USB 2.0.
- Good to hear, thanks for sharing!
Hey Arunas, that's so reassuring to hear!
I was planning to update the thread with the same that after upgrading my drivers using the intel link received from Microsoft, the problem has not re-occurred for any of the users including myself.
the updated driver indeed works!
