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Teams switching audio device between calls

We have given several staff bluetooth headsets for making calls via teams. The headsets are not dropping out during calls, but between calls Teams is periodically switching the audio device to something else.

I suspect that the bluetooth headset is essentially going to sleep after not being used for a while, and Teams is no longer detecting it, so is switching to a different audio device, but is not switching back when the headset is turned back on.

Frustratingly, the issue is not consistent, as some users seem to have no problem at all, while others have it regularly, and also the users who are effected don't experience it consistently. Sometimes they can go hours between calls and it picks right back up where it left off, other times they might go 10 minutes between calls only to find that it has disconnected again, and the sound is coming out from speakers instead of the headset.

I have only noticed this on a couple of more recent cases, but at least some of the time, it is only the speakers which are changing, Teams is still using the headset microphone. I'm not sure yet whether this is happening every time and I just didn't notice it the first few times, or not.

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Hello Jim,

Good day! Thank you for posting in the community.   

We have received your query, and you can expect to receive a response from one of our community moderators accordingly.   

At this point, we appreciate your patience and cooperation. Thank you.   

  

Sincerely   

Md Ashabul Haque | Microsoft Community Moderator 

 

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Hello Jim Atkins,


Good day! Thank you for reaching out to Microsoft community.


I'm sorry to hear that you're experiencing issues with Teams switching audio device between calls. I'll do my best to assist you.


Please check if the Bluetooth headsets are listed under the Microsoft Teams phones Certification Program or not:


Devices for Teams - Microsoft Teams | Microsoft Learn


Also, please verify the below steps:


1. Check for Updates:

  • Ensure that both your Windows operating system and Microsoft Teams app are up to date.

  • To update your Bluetooth drivers:

    • Open Device Manager.

    • Navigate to the Bluetooth section.

    • Right-click on your Bluetooth headset and select “Update driver.”

    • If you encounter any issues updating drivers, you can manually update them using following link Update drivers manually in Windows - Microsoft Support.

2. Restart Your Computer:

  • Sometimes a simple restart can resolve system-level issues affecting audio.

  • Restart your computer and check if the problem persists.

3. Check Teams Audio Settings:

  • Open the Teams app.

  • Click on your profile picture in the top right corner.

  • Go to “Settings” > “Devices.”

  • Under “Audio devices,” ensure that your Bluetooth headset is selected for both “Speaker” and “Microphone” (if your headset has a microphone).

  • Additionally, try disabling “Hands-Free AG Audio” under “Playback devices” in your system sound settings.

4. Verify Headset Selection:

  • Confirm that your headset is selected as the audio output device in Teams’ audio settings.

  • You can try switching to another audio output device and then back to your headset to see if that resolves the issue.

  • Additionally, could you please check the same behavior still persist if you trying to use another (Different model) headset device for a Teams call?

5. Uninstall and Reinstall Teams:

  • If none of the above steps work, consider uninstalling and reinstalling Teams on your laptop. This might resolve the audio output issue.

6. Try Web Teams Using a Browser:

  • Use Microsoft Teams via the Edge or Chrome browser and check if the issue persists. This will help diagnose whether the problem is specific to the Teams app.

  • Access Teams via https://teams.microsoft.com/


Update drivers manually in Windows - Microsoft Support


7. Try Classic Teams Application:


I hope this will help you to resolve the issue. Let me know if you have any further questions or concerns.


Thanks for choosing the MS community.

Looking forward to your response and have a great day ahead!!

 

Sincerely

Md Ashabul Haque | Microsoft Community Moderator


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Question Info

Last updated May 28, 2024 Views 100 Applies to: