Microphone functions in USB webcam and microphone stopped working

Hi,

Thanks for your post in Microsoft Community.

I understand that you are having issues with the USB microphone device not working properly after a recent Windows update.

You have checked for possible driver issues but they have not been resolved.

So I figured we could try uninstalling the recent Windows update and see if that fixes the problem.

Some of the many updates you receive may be security updates or other feature updates. The Windows quality update in the last week is KB5016139, which was pushed on June 20.

You can click Settings - Update & Security - Recovery - Advanced Startup - Start Now - （At this point the computer restarts.）-Troubleshooting - Advanced Options - Startup Settings - Restart - Press 4 or F4 or 5 or F5 to enter Safe Mode.

In security mode, press Win+R, enter and run control to open the Control Panel.

Click Uninstall a program, click "View Installed Updates" on the left, find KB5016139 and double-click to uninstall.

Restart Windows after the uninstallation is complete and see if that solves the problem.

Please feel free to let me know how it goes.

Kirk | Microsoft Community Support Specialist

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Thank you, Kirk. I went through those procedures, intending to remove that update. However, when I got the "View Installed Updates" menu in Safe Mode, it listed the most recent installed updates as KB5013624, from May 21, 2022, and a Servicing Stack update and a Security Update (KB5013942) from today, June 23, 2022. There is no KB5016139 update. The problems only occurred in this week.

Meanwhile, when I view update history in Windows Update, it lists numerous 38 driver updates on June 21, 2022, which is right when the Microphones stopped working. Most of the updates are Intel (Bluetooth, SoftwareComponent, Extension, etc.), also Realtek, Dell, and Logitech. There was also a Windows Malicious Software Removal Tool (KB890830) installed on June 21, 2022.

On the day that the Microphones stopped working, I tried running a System Restore back to May, and let it run, but after the computer restarted a message appeared saying that the System Restore operation was unsuccessful. Note that I did run System Restore from safe mode.

Any suggestions at this point? Maybe I should try rolling back a driver? Thanks for any help.

To update, I have tested a different Logitech webcam (C615), and a different USB microphone, and they both work on this device. So there seems to be something specifically wrong with the Logitech C930e (as well as the existing USB microphone). I have posted an updated question on that here:

I read this new post and the problem does not exist in other computers.

Currently the problem seems to point to a driver or other program interfering.

Maybe we can compare the difference between the current computer and other computers, such as what software is installed, especially the security protection software.

If there is no difference in the drivers and third-party software in these computers, then we can try to create a new account and see if the problem occurs in the new account.

1. Press Win+R, enter and run netplwiz, which will open the User Account window. Click the "Add" button, choose not to use Microsoft account and create a new local account. After the creation, select the new user name, click Properties, and change the new account to administrator in the group members.

2. Open the Start Menu, click on the left avatar to switch accounts, or press Win+L to lock the screen and switch.

I read this new post and the problem does not exist in other computers.

Currently the problem seems to point to a driver or other program interfering.

Maybe we can compare the difference between the current computer and other computers, such as what software is installed, especially the security protection software.

If there is no difference in the drivers and third-party software in these computers, then we can try to create a new account and see if the problem occurs in the new account.

1. Press Win+R, enter and run netplwiz, which will open the User Account window. Click the "Add" button, choose not to use Microsoft account and create a new local account. After the creation, select the new user name, click Properties, and change the new account to administrator in the group members.

2. Open the Start Menu, click on the left avatar to switch accounts, or press Win+L to lock the screen and switch.

Thanks. Here's what I've done.

1. Re-testing of the webcam and testing of new microphone.

I tested the webcam and a new external USB microphone on the other computer, which is an older model XPS 13 laptop, and both work perfectly. Then, I again tested the webcam and that new microphone on the current XPS 13 laptop, and again the webcam does not have any audio, microphone functions disabled. Also, the new microphone does not work at all.

When I go to the Sound Settings and look at the "test microphone" section, the new microphone is unresponsive. When I go to the Sound Control Panel, the new microphone is listed, but there are no settings to modify.

When I attempt to switch in Sound Settings to use the C930e webcam as microphone, the menu becomes unresponsive and cannot be opened again until the C930e is physically disconnected from the USB port.

To be clear, when I switch to the built-in webcam on the XPS, it works perfectly and the internal microphone works perfectly in Sound Settings and elsewhere.

2. Create new account.

I followed the steps that you suggested and created a new administrator-level local account. I switched to that account and attempted to use the C930e webcam and the new microphone. Same exact problems, same issue with the Sound Settings menu freezing when attempting to configure the C930e microphone, etc.

3. Test in safe mode

In safe mode I went to the Sound Settings and all the same problems are there.

4. Test new USB microphone

After leaving safe mode and restarting, I was able to get the Sound Settings to recognize the USB microphone; it is functional insofar as the test function shows that sound is being received, Also, when I go to the Sound Control Panel, the new microphone is listed and there are settings to modify. However, when I test in Voice Recorder the sound is distorted and voice dictation does not work with that microphone. Modifying settings appears to be of no use. I plugged it into the other laptop, via a dock, and in Voice Recorder the sound is normal and voice dictation works perfectly.

Any ideas at this point? The main issue remains the sudden inability to use the C930e webcam, which is quite new and works well on other devices, but not my main (and newest) XPS office laptop. To add, the C930e and microphone are usually connected to a StarTech USB-C dock, which is connected to the XPS. However, I have connected both directly via USB to the XPS, and the problems are identical. And I have connected the older XPS to the dock, and there are no problems.

I tend to agree that it is some sort of software issue, whether the driver or some incompatibility. Is there a way to try to do some sort of process of elimination to take care of this? Like safe mode or something else? Or disable all startup items?

Thanks again.

Hello Kirk... I have the same problem with two webcam microphones and two modes of use.

Webcams

1. 4 - Microsoft LifeCam VX-5000 (about 10 or 12 years old, I guess).

2. [brand x -- I don't know what it is] (about a year old, I think, bought for my grandson to attend classes during COVID time, I tested it, but he never used it, and it's been in a drawer.)

Modes of use

1. Skype

2. Google Meet

Symptoms

Both cams show video ok on both Meet and Skype

VX-5000 records no sound at all

brand x records a low buzz

I tried your recipe of backing out KB5016139. However, I didn't find KB5016139. I haven't previously tinkered with Windows Update packages. I let them run automatically. Not too long ago, however, MS told me I have to buy new equipment to get the latest updates. I decided not to spend the money. The rest of the machine works fine, so getting the updates to work and shaking money out of my pockets are someone else's problems.

Anyway, I did find

KB5014699 and

KB5013887,

both installed on 6/15/2022 which corresponds with the date of trouble I first encountered on 6/20/2022.

I uninstalled KB5014699 in the process you described.

Symptoms

VX-5000 records sound on Skype (that's good),

but not Meet (that's bad).

brand x records a low buzz

I went back to the control panel in safe mode.

I discovered a new (to me) KB5013942 Security Update installed today. I suppose it's predecessor to KB5014699.

I uninstalled KB5013887.

Symptoms remain the same.

VX-5000 records sound on Skype (that's good),

but not Meet (that's bad).

brand x records a low buzz

I see a new predecessor (I suppose) KB5013942

The next recently installed Thing is

Servicing Stack 10.0.19041.1737

installed on 6/14/2022.

The VX-5000 still doesn't work for Google Meet.

I've been through all the settings checking stuff and pertinent windows troubleshooters at least twice.

I'm thinking maybe the brand x webcam microphone is busted.

What do you advise as next step?

I wish I knew which other measures to try. Nothing so far has worked.

Update

I got my girlfriend's webcam that she bought a couple of years ago and left in the box unused. I had thought it was Logitech, but when I examined and compared it with the brand x webcam, I see they are identical. From the box, I learn this is

GESMA CM-02 1080p 30fps Full HD Web Camera

I unplug brand x

I plug in the GESMA and enable it in device settings. Computer thinks GESMA is brand x, confirming they are identical.

I try GESMA in Skype and in Meet. It works fine!

I unplug GESMA and plug in brand x. With brand x, still, the best performance is a low continuous buzz.

I jump to the conclusion that brand x is busted, and I throw brand x in the junk bag.

That leaves me with one problem

VX-5000 doesn't capture sound on Google Meet. All that comes through is silence.

How to fix this problem?

A clean boot is indeed a try.

Disable extraneous services and apps, and see if there may be programs interfering.

Regarding the driver, you tried it the first time, so don't consider this factor for now.

The method for a clean boot is:

Press Win+R, enter and run msconfig, in the Services tab, hide all Microsoft services, and disable other services.

Press Ctrl+Shift+Esc to open the Task Manager, go to the Startup tab, disable all startup items.

Then restart the computer.

Disclaimer: A “clean boot” starts Windows with a minimal set of drivers and startup programs. It helps to determine whether a background program is interfering with your game or program and to isolate the cause of a problem. 

These steps of "clean boot" might look complicated at first glance. However, to avoid any trouble for you, please follow them in order and step-by step so that it will help you get you back on track.

If the problem persists with a clean boot, then the problem may lie in Windows itself.

You can Click Here to download the Windows Media Creation Tool and then run an in-place upgrade.

1-Download and run the Media Creation Tool.

2-Now select the "Upgrade this PC now" option.

3-The installer will prepare the necessary files, so you need to wait.

4-Select Download and install updates (recommended) and click Next.

5-Wait for the update to download.

6-Follow the on-screen instructions. On the Ready to Install screen, click the Change what to keep option.

7-Select Keep personal files and apps and click Next.

8-Follow the on-screen instructions to complete the upgrade process.

I think this problem may be tested on another device to intuitively see whether the problem is caused by the software or the hardware itself.