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Hello all,
My company has been having serious issues with the Latitude 5520 models and MS Teams. When the user is in a one-on-one call in Teams, the audio works fine. Both parties can hear each other crystal clear. When another participant is added to make a group call, the Windows Audio service stops unexpectedly. This causes the user having the issues to be unable to hear, or be heard by, other participants of the call. This issue does not happen to other participants in the call.
Checking the Event Viewer, the audio service does indeed halt. I opened services.msc and sure enough, the Windows Audio service was stopped. I restarted it and it started without issue. As soon as it started, the user could hear and be heard again.
We have taken multiple methods of rectifying this issue:
- Clean reinstall of MS Teams
- Manual reinstall of audio drivers
- Dell Command Update reinstall of drivers
- Reimaged computer
- Contacted Dell ProSupport, who replaced unit motherboard
None of these have fixed the issue. Multiple users are now reporting similar issues, all of them using Latitude 5520s.
Has anyone else run into these issues, and have you found any solutions? We are running out of ideas in our lab.
Thank you!
7713
0
Posted March 11th, 2022 05:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
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1
Posted March 11th, 2022 06:00
We are having this same issue along with others all related to teams. For this issue specifically though the user will also have the teams warning she has no audio devices and some times it causes the window to close on her end with the option to join the meeting showing, but those still in the meeting see through the camera on her end, but don't hear audio like she didn't leave the meeting. She can't rejoin until the audio service is restarted.
On our 5520's the ring volume is muffled through the speaker, the built in mic audio also seems to have quality issues, zooming in during a screen share causes the screen to go black, unable to join meetings with out clearing the cache.
The 5511s we bought at the same time with the 10th gen i5s don't have any of the sound issues.
We tried various fixes people found that fixed issues with something similar when using a headset that made no change.
7759
0
Posted March 11th, 2022 08:00
Yeah, that's the message we see on our users and the person who has the window close on them.
7751
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Posted March 11th, 2022 11:00
We appear to have isolated the problem -- the Realtek driver released 6 Jan 2022:
6.0.9261.1, A10
Uninstalling this driver fixed the issue -- the affected laptop had no audio crashes at all.
We will continue to run with no Realtek driver on the laptop until a new one is released by Dell.
7728
0
Posted March 14th, 2022 01:00
Hi,
I hope you are doing well.
Open command prompt, type "systeminfo" and press enter. Your system may take few mins to get the information and share an image.
#IWork4Dell
For all non-technical issues that require your private data, we must communicate via a private Direct Message
Dell Partner GEM Program, Out of Warranty Support Options, BIS (Bureau of Indian Standards) certificate, Get a copy of your Dell invoice7704
0
Posted March 14th, 2022 08:00
This is from one of the ones with the issue that causes them to get disconnected when others are added to the call.7694
0
Posted March 15th, 2022 01:00
Hi, I am awaiting your response to earlier messages and waiting to move further on the case.
#IWork4Dell
For all non-technical issues that require your private data, we must communicate via a private Direct Message
Dell Partner GEM Program, Out of Warranty Support Options, BIS (Bureau of Indian Standards) certificate, Get a copy of your Dell invoice7686
1
Posted March 15th, 2022 12:00
I am also having an audio issue with the 5520 and Teams. Specifically with headsets. I use Plantronics 8200 UC headphones. They have ANC and block a lot of noise so it is very easy for me to hear the white noise in the headphones. This happens after I have had a Teams call of any type. I have found that it leaves the mic in the open status. All Poly equipment is up-to-date with all the proper firmware. The only fix I found was to downgrade my audio driver to the A00 option.
All calls come through clear. All other audio comes through clean. The mic is now closed. I think there is an issue with recent audio drivers that have come out. I don't think they are playing well with Teams.
EL-PRESIDENTE
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8695
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Posted June 15th, 2022 08:00
The tricky part is to find the mentioned version 6.0.9329.1 as it is still not listed under the 5520/7420.
I found it on Google:
https://www.dell.com/support/home/en-us/drivers/driversdetails?driverid=g18nn
For some reason the 5520/7420 are are not in the compatibility list (yet) but it works like a charm.
Thank you, arnevanhove