Latitude 5520 and Microsoft Teams

Question

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!

EL-PRESIDENTE · Accepted Answer

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

DELL-Cares · Answer

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.

MikeT · Answer

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.

phealy · Answer

@MikeT wrote:

For this issue specifically though the user will also have the teams warning she has no audio devices

This sounds exactly like what is happening with our users. Specifically, one user shared this error message:

MikeT · Answer

Yeah, that's the message we see on our users and the person who has the window close on them.

phealy · Answer

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.

DELL-Cares · Answer

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.

MikeT · Answer

This is from one of the ones with the issue that causes them to get disconnected when others are added to the call.

DELL-Cares · Answer

Hi, I am awaiting your response to earlier messages and waiting to move further on the case.

ezname001 · Answer

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.

Sander015 · Answer

I read on Reddit forum about some issues teams/zoom video/audio related. Dell have removed latest bios version 1.16.1, so if you have that installed, try 1.15.2.

https://www.reddit.com/r/sysadmin/comments/txqcn5/dell_pulled_bios_1161_for_latitude_5520_models/

Elderfield500 · Answer

Having similar issue on multiple different Dell Latitude 5520 laptops.

Teams hangs when joining meetings, audio service crashes.

Using the Microsoft High Def Audio driver works fine, however Windows Updates keeps reinstalling the Realtek driver.

@DELL-Caresany update on when the driver will get a fix?

knguyen_DDI · Answer

I chatted with Dell ProSupport today and they told me to re-install Windows, even though it's obviously a driver issue.

arnevanhove · Answer

We are experiencing exactly the same issue with a lot of Dell Latitude 5520 notebooks. First we thought it could be an issue with the Intel Intel Smart Sound Technology drivers, but disabeling this device did not solve the problem.

We hear a lot of issues:
- Unable to take or make calls: Teams seems to crash, and restart within about a minute. When checking logs, I can see that the Windows Audio Service has stopped. In some cases it restarts on its own, other cases it has to be started again maunally or the notebook has to be rebooted.

- Other users seem to report sudden dropouts when in a teams call (call seems to end). We do not have this issue on other type of dell notebooks

- Serveral users reporting issues with (jabra) headsets when trying to call: robot voices, mic or audio not working, etc ... .

The probleems seems to be manifesting in a few different ways. We will try to test with the older A00 driver as suggested in this thread. I'm currently testing with the Microsoft HD audio drivers. Will report back

arnevanhove · Answer

Ignore de screenshot above. I'm currently testing with these drivers:

Latitude

Latitude 5520 and Microsoft Teams

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