Jun 02 2017 03:56 AM - edited Jun 02 2017 03:57 AM
Jun 02 2017 03:56 AM - edited Jun 02 2017 03:57 AM
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 Skype for business is running on premises, Skype client version 15.0.4927.1000
While digging in the Skype for business server reporting I find something like this:
Capture device: Headset Microphone (5- Microsoft LifeChat LX-6000) Capture device driver: Microsoft: 6.1.7601.18208 Render device: Headset Earphone (5- Microsoft LifeChat LX-6000) Render device driver: Microsoft: 6.1.7601.18208 Microphone glitch rate: 1 per 5 minutes Speaker glitch rate: 291 per 5 minutes Microphone timestamp drift: 0,01126528% Speaker timestamp drift: 0,00931025% Microphone timestamp error: 0,0355660505592823 ms Speaker timestamp error: 0,17209330201149 ms Echo event cause: Voice switch cause: Bad device state Echo percent send: 3,09% Echo percent microphone in: 11,04% Send signal level: -26 dBov Receive signal level: -21 dBov Send noise level: -62 dBov Receive nosie level: -57 dBov Echo return: Initial signal level RMS: 125,749099731445
Capture device: Transmit (Plantronics D100-M) Capture device driver: Microsoft: 6.1.7601.18208 Render device: Receive (Plantronics D100-M) Render device driver: Microsoft: 6.1.7601.18208 Microphone glitch rate: 14 per 5 minutes Speaker glitch rate: 618 per 5 minutes Microphone timestamp drift: 0,00761747% Speaker timestamp drift: 0,00914335% Microphone timestamp error: 0,0629489421844482 ms Speaker timestamp error: 0,107901096343994 ms Echo event cause: Voice switch cause: Bad device state Echo percent send: 1,55% Echo percent microphone in: 1,55% Send signal level: -19 dBov Receive signal level: -21 dBov Send noise level: -70 dBov Receive nosie level: -57 dBov Echo return: Initial signal level RMS: -53,501651763916
I notice that each time speaker and microphone are glitching which ends in the result
Voice switch cause: Bad device state
According to MS explanation
Voice switch cause: Reason why a call had to be placed into half duplex mode in order to prevent echo. In half duplex mode, communication can travel in only one direction at a time, similar to the way users take turns when communicating with a walkie-talkie. Select one of the following: [All] None Bad timestamp Echo DNLP (dynamic nonlinear processor) Low complexity Bad device state Post-AEC echo (acoustic echo cancellation)
This explains why the user "drops out" from the call and others stop hearing him, but this not help to resolve the issue.
Each time users were using headsets certified for Skype for business (Plantronics SAVI W410, Microsoft LifeChat LX-6000), we tried updating Skype for business client, headset firmware if available, audio drivers, but the next day users return saying that problem continues to exist.
Any ideas on how to resolve this? It would be easy to say to change the headset for the user, but when you buy certified device for $100+, then you expect things to work.
Jun 02 2017 11:36 AM
Jun 04 2017 08:03 PM
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.?
Jun 05 2017 04:50 AM
Jun 05 2017 06:31 PM
Jun 06 2017 08:45 AM
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
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
Jun 06 2017 05:15 PM
Jun 09 2017 12:07 PM
Jul 05 2017 04:32 AM - edited Jul 05 2017 04:33 AMSolution
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:
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.
Jul 05 2017 05:20 AM
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!
Jul 09 2017 08:53 PM
Thanks for sharing the wonderful article. Is it work on older usb 2.0 port.
As some machine have both ports .
Jul 10 2017 12:21 AM
Jul 10 2017 12:26 AM
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.
Jul 19 2017 03:23 PM
Jul 19 2017 11:28 PM
Jul 21 2017 12:00 PM
Jul 25 2017 10:22 AM
Jul 25 2017 10:37 AM