Forum Discussion
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...
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.
Well 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.
HI
we have some Lenova S30 think station wth CPU Intel(R) Xeon(R) CPU E5-1620 v2 @ 3.70GHz
with Windows 6.1.7601 SP: 1.0 Type: 1(Workstation) Suite: 256 Arch: x64 WOW64
and caller user agent Caller user agent: UCCAPI/16.0.4546.1000 OC/16.0.4546.1000 (Skype for Business)
and
i have updated BIOS and driver but still it showing high glitech rate
Capture device: Headset Microphone (Sennheiser SC70 USB for MS) Capture device driver: Microsoft: 6.1.7601.18208
Render device: Headset Earphone (Sennheiser SC70 USB for MS) Render device driver: Microsoft: 6.1.7601.18208
Microphone glitch rate: 7752 per 5 minutes Speaker glitch rate: 40 per 5 minutes
Microphone timestamp drift: -0.00033379 % Speaker timestamp drift: -0.01085997 %
Microphone timestamp error: 8.6209132859949E-05 ms Speaker timestamp error: 0.0434007197618485 ms
Echo event cause: Voice switch cause: Bad device state
Echo percent send: 0.00 % Echo percent microphone in: 0.00 %
Send signal level: -20 dBov Receive signal level: -16 dBov
Send noise level: -60 dBov Receive noise level: -65 dBov
Echo return: Initial signal level RMS: 120.131301879883
Callee Device and Signal Metrics
Capture device: Headset Microphone (Sennheiser SC70 USB for MS) Capture device driver: Microsoft: 6.1.7601.18208
Render device: Headset Earphone (Sennheiser SC70 USB for MS) Render device driver: Microsoft: 6.1.7601.18208
Microphone glitch rate: 0 per 5 minutes Speaker glitch rate: 0 per 5 minutes
Microphone timestamp drift: 0.00103712 % Speaker timestamp drift: 0.00090599 %
Microphone timestamp error: 0.0185670908540487 ms Speaker timestamp error: 0.0152506502345204 ms
Echo event cause: Voice switch cause:
Send signal level: -16 dBov Receive signal level: -20 dBov
Send noise level: -66 dBov Receive nosie level: -59 dBov
Echo return: Initial signal level RMS: 50.5053482055664
Caller Client Event
CPU insufficient time: 0.00 % Microphone not functioning time: 0.00 %
Speaker not functioning time: 0.00 % Clipping time: 0.00 %
Echo time: 0.00 % Glitch time: 0.00 %
Voice switch time: 5.00 % Low SNR time: 0.00 %
Low speech level time: 0.00 % Near end to echo time: 0.00 %
Device howling event count: 0 Device multiple endpoints event count: 0
Low network bandwidth time: 0.00 % High network delay time: 0.00 %
Poor network receive quality time: 0.00 % Poor network send quality time: 0.00 %
Callee Client Event
CPU insufficient time: 0.00 % Microphone not functioning: 0.00 %
Speaker not functioning time: 0.00 % Clipping time: 0.00 %
Echo time: 0.00 % Glitch time: 0.00 %
Voice switch time: 0.00 % Low SNR time: 0.00 %
Low speech level time: 0.00 % Near end to echo time: 0.00 %
Device howling event count: 0 Device multiple endpoints event count: 0
Low network bandwidth time: 0.00 % High network delay time: 0.00 %
Poor network receive quality time: 0.00 % Poor network send quality time: 0.00 %
Audio Stream (Caller -> Callee)
Codec: SILKWide Sample rate: 16000
Audio FEC: False Bandwidth estimates: 79404 Kbps
Packet utilization: 5885
Avg. packet loss rate: 0.00 % Max. packet loss rate: 0.00 %
Avg. jitter: 0 ms Max. jitter: 1 ms
Avg. round trip: 0 ms Max. round trip: 1 ms
Avg. concealed samples ratio: 0.00 % Avg. stretched samples ratio: 0.00 %
Avg. compressed samples ratio: 0.00 %
Avg. network MOS: 4.28 Min. network MOS: 4.25
Avg. network MOS degradation: 0.01 Max. network MOS degradation: 0.04
Avg. sending MOS: 3.83 Min. sending MOS: 2.06
Avg. listening MOS: 3.70 Min. listening MOS: 2.33
Audio Stream (Callee -> Caller)
Codec: SILKWide Sample rate: 16000
Audio FEC: False Bandwidth estimates: 89541 Kbps
Packet utilization: 6034
Avg. packet loss rate: 0.00 % Max. packet loss rate: 0.00 %
Avg. jitter: 1 ms Max. jitter: 2 ms
Avg. round trip: 0 ms Max. round trip: 2 ms
Avg. concealed samples ratio: 0.00 % Avg. stretched samples ratio: 0.00 %
Avg. compressed samples ratio: 0.00 %
Avg. network MOS: 4.29 Min. network MOS: 4.29
Avg. network MOS degradation: 0.00 Max. network MOS degradation: 0.00
Avg. sending MOS: 4.54 Min. sending MOS: 3.25
Avg. listening MOS: 4.33 Min. listening MOS: 3.01
can't found the solution .It it required the skype client update of OS update ?
we have some Lenova S30 think station wth CPU Intel(R) Xeon(R) CPU E5-1620 v2 @ 3.70GHz
with Windows 6.1.7601 SP: 1.0 Type: 1(Workstation) Suite: 256 Arch: x64 WOW64
and caller user agent Caller user agent: UCCAPI/16.0.4546.1000 OC/16.0.4546.1000 (Skype for Business)
and
i have updated BIOS and driver but still it showing high glitech rate
Capture device: Headset Microphone (Sennheiser SC70 USB for MS) Capture device driver: Microsoft: 6.1.7601.18208
Render device: Headset Earphone (Sennheiser SC70 USB for MS) Render device driver: Microsoft: 6.1.7601.18208
Microphone glitch rate: 7752 per 5 minutes Speaker glitch rate: 40 per 5 minutes
Microphone timestamp drift: -0.00033379 % Speaker timestamp drift: -0.01085997 %
Microphone timestamp error: 8.6209132859949E-05 ms Speaker timestamp error: 0.0434007197618485 ms
Echo event cause: Voice switch cause: Bad device state
Echo percent send: 0.00 % Echo percent microphone in: 0.00 %
Send signal level: -20 dBov Receive signal level: -16 dBov
Send noise level: -60 dBov Receive noise level: -65 dBov
Echo return: Initial signal level RMS: 120.131301879883
Callee Device and Signal Metrics
Capture device: Headset Microphone (Sennheiser SC70 USB for MS) Capture device driver: Microsoft: 6.1.7601.18208
Render device: Headset Earphone (Sennheiser SC70 USB for MS) Render device driver: Microsoft: 6.1.7601.18208
Microphone glitch rate: 0 per 5 minutes Speaker glitch rate: 0 per 5 minutes
Microphone timestamp drift: 0.00103712 % Speaker timestamp drift: 0.00090599 %
Microphone timestamp error: 0.0185670908540487 ms Speaker timestamp error: 0.0152506502345204 ms
Echo event cause: Voice switch cause:
Send signal level: -16 dBov Receive signal level: -20 dBov
Send noise level: -66 dBov Receive nosie level: -59 dBov
Echo return: Initial signal level RMS: 50.5053482055664
Caller Client Event
CPU insufficient time: 0.00 % Microphone not functioning time: 0.00 %
Speaker not functioning time: 0.00 % Clipping time: 0.00 %
Echo time: 0.00 % Glitch time: 0.00 %
Voice switch time: 5.00 % Low SNR time: 0.00 %
Low speech level time: 0.00 % Near end to echo time: 0.00 %
Device howling event count: 0 Device multiple endpoints event count: 0
Low network bandwidth time: 0.00 % High network delay time: 0.00 %
Poor network receive quality time: 0.00 % Poor network send quality time: 0.00 %
Callee Client Event
CPU insufficient time: 0.00 % Microphone not functioning: 0.00 %
Speaker not functioning time: 0.00 % Clipping time: 0.00 %
Echo time: 0.00 % Glitch time: 0.00 %
Voice switch time: 0.00 % Low SNR time: 0.00 %
Low speech level time: 0.00 % Near end to echo time: 0.00 %
Device howling event count: 0 Device multiple endpoints event count: 0
Low network bandwidth time: 0.00 % High network delay time: 0.00 %
Poor network receive quality time: 0.00 % Poor network send quality time: 0.00 %
Audio Stream (Caller -> Callee)
Codec: SILKWide Sample rate: 16000
Audio FEC: False Bandwidth estimates: 79404 Kbps
Packet utilization: 5885
Avg. packet loss rate: 0.00 % Max. packet loss rate: 0.00 %
Avg. jitter: 0 ms Max. jitter: 1 ms
Avg. round trip: 0 ms Max. round trip: 1 ms
Avg. concealed samples ratio: 0.00 % Avg. stretched samples ratio: 0.00 %
Avg. compressed samples ratio: 0.00 %
Avg. network MOS: 4.28 Min. network MOS: 4.25
Avg. network MOS degradation: 0.01 Max. network MOS degradation: 0.04
Avg. sending MOS: 3.83 Min. sending MOS: 2.06
Avg. listening MOS: 3.70 Min. listening MOS: 2.33
Audio Stream (Callee -> Caller)
Codec: SILKWide Sample rate: 16000
Audio FEC: False Bandwidth estimates: 89541 Kbps
Packet utilization: 6034
Avg. packet loss rate: 0.00 % Max. packet loss rate: 0.00 %
Avg. jitter: 1 ms Max. jitter: 2 ms
Avg. round trip: 0 ms Max. round trip: 2 ms
Avg. concealed samples ratio: 0.00 % Avg. stretched samples ratio: 0.00 %
Avg. compressed samples ratio: 0.00 %
Avg. network MOS: 4.29 Min. network MOS: 4.29
Avg. network MOS degradation: 0.00 Max. network MOS degradation: 0.00
Avg. sending MOS: 4.54 Min. sending MOS: 3.25
Avg. listening MOS: 4.33 Min. listening MOS: 3.01
can't found the solution .It it required the skype client update of OS update ?
- I was dealing with a case where there were > 100 Glitches per minute. After extensive troubleshooting, we realized that a USB Docking Station was in use to reproduce the issue. The drivers for the docking station were provided Displaylink, and were causing the issue. Just upgrading the Displaylink Drivers resolved the issue. It's important to ensure that all Audio/Video and Media (USB) drivers are upto date.
- Hi Biren,
In our case upgrading USB 3.0 drivers was enough. Have you tried to upgrade usb 3.0 as per MS recommendation?Yes we have done Bios update and upgrade USB 3.0
- That's very unfortunate to hear. I think you should contact MS support so they could give you an advice on your specific issue. Would be nice to hear the outcome.
