Symptoms
Headset buttons are nonfunctional (mute or call button), random loss of audio in the conferencing application, conferencing application stops responding when headset is connected, or headsets getting incorrectly recognized/categorized when connected.
The following is an example of an error in Windows Device Manager (Figure 1).Figure 1: Windows Device Manager BT700 Missing Under Audio Inputs.
Affected Laptops
LatitudePrecision3320 3420 3520 5320 5420 5520 7320 7320 Detachable 7420 7520 9420 9520 5421 5521 5430 Rugged 7330 Rugged Extreme3560 7560 7760 3561
Cause
The cause has been identified as an operating system feature missing in Windows 10 that enables correct implementation of USB audio offload using the Intel SST driver. This operating system feature has been included by Microsoft in Windows 11, but Microsoft declined to backport this to Windows 10.
However, it is important to note that some of the issues are also related to missing Microsoft updates, conferencing applications being out of date, and missing headset software (firmware) or drivers.
Resolution
Headset Issues
The solution is the Realtek HD Audio driver version 6.0.9363.1 A18 or later driver that includes a fixed ISST driver that integrates into Windows 10 better.
Updated Realtek drivers started rolling out in July 2022 and will continue though August 2022.
Note: Dell Command Update may be a few weeks behind with the newest driver releases.
For audio issues not fixed through the Realtek driver update, consider that some superficially similar looking issues are also related to missing laptop drivers or wrongly configured Dell Optimizer (or on Maxx Pro Audio) software.
For Maxx Pro Audio help, see Waves Maxxaudio Driver and Waves Maxxaudio Uwp Are Needed to Enable the Microphone of an Analog HeadsetFor Dell Optimizer setting issues, see When Recording Music Using the Camera Application, the Noise Cancellation Feature of Dell Optimizer Filters ItMore help for audio issues, see Dell Optimizer Audio Panel Option Missing and Audio Jack Detection Issue after Windows 10 Installation
If none of the steps above fix the issue, the following workaround can be tested:
Ensure that the latest Dell Audio Driver is installed.Ensure that the latest version of the BIOS is installed.Ensure that Dell Optimizer is installed.Ensure that the Headset's Software is installed, correctly configured, and up to date.Check that the conferencing application is up to date and correctly configured.Check for Microsoft updates (include updates for Office applications, Skype, and Teams).
Disable Audio Devices (speakers + microphone) in the BIOS, under "Integrated Devices -> Audio" (you may have to scroll down on the page).If the issue is related to the Intel SST driver, the problems should now disappear with the headset connected, as the audio output runs through the USB audio driver of the headset.
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