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No audio in calls with specific audio device

    Question

  • I recently bought a Razer Kraken 7.1 headset which has a USB connector.
    It works with all other programs such as Skype, to make phone calls. I can hear people and they can hear me, no problems.

    But when I call anyone in Lync 2013, they can hear me, but I can't hear them.

    I made sure my headset is set as default, and that Lync actually finds my Audio device, which it does.
    When I try to play sound in Audio Device options on the Lync client, it plays them and I can hear them without problem.

    But in calls, they can hear me, but I can't hear them.

    Now, if I change the device settings to use customized settings, everything stops working, meaning I can't hear them, they can't hear me.

    I've tried this on a PC at work which has Lync 2013 on Windows 7 (32bit), and on a PC at home which is running on Windows 8 (64bit), same problem percists.

    Please help me :)

    Wednesday, October 09, 2013 6:39 PM

Answers

  • Thanks but nothing works.

    I contacted Razer Support (Headset manufacturer) they advised me to send back my headset as they think it's broken. 

    They say that there shouldn't be any problems with using their products with Lync.

    Thanks for your help guys, I hope this replacement will do the trick :)
    • Marked as answer by Kent-Huang Monday, October 21, 2013 12:29 PM
    Sunday, October 13, 2013 8:25 AM

All replies

  • Hello,

     Please take Client UCCAPI log file and provide me your email address I will connect back with you to collect the logs and see whats going on.

    We will have to connect the Headset and re-pro issue before Collecting logs

    Wednesday, October 09, 2013 7:14 PM
  • Keep in mind it is not a supported Headset for Lync.

    If you put the speaker on you're PC speakers in the settings of the lync client can you then hear people. are the settings correct in the lync client.

    Wednesday, October 09, 2013 7:29 PM
  • Hi Joost.
    Right so if I enable the speakers on my laptop, and make a call. It works fine. It's still using the Mic on my headset since it's still enabled, and the person on the other side of the call hears me fine.

    But when I turn on the headset and set it as default, the sound from the caller disappears (note: only from the caller, other windows sounds/music works fine).

    Works:
    prntscr,com/1wamr0 (, = .)

    All Audio works, except from people in lync calls:

    prntscr,com/1wan1z (, = .)

    Lync settings: (Note that it finds the audio device, and I can test the sound with the play sound button, I can not hear anything when doing a test call though)

    prntscr,com/1wan8t (, = .)

    (Sorry for the non-linkable, my account has to be verified.)

    Wednesday, October 09, 2013 7:50 PM
  • Hi,

    It is highly recommended to use certified audio and video devices that that are optimized for Microsoft Lync:

    http://technet.microsoft.com/en-us/lync/gg278173

    You can also try to run Clean Boot to disable all non-Microsoft services for testing.

    How to Clean Boot:

    http://support.microsoft.com/kb/929135


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    Thursday, October 10, 2013 3:24 AM
  • Thanks but nothing works.

    I contacted Razer Support (Headset manufacturer) they advised me to send back my headset as they think it's broken. 

    They say that there shouldn't be any problems with using their products with Lync.

    Thanks for your help guys, I hope this replacement will do the trick :)
    • Marked as answer by Kent-Huang Monday, October 21, 2013 12:29 PM
    Sunday, October 13, 2013 8:25 AM
  • I also had the exact same problem. Windows 8.1. I tried various things but nothing seemed to work. I finally stumbled onto a solution. In Sound, I made sure the my Kraken 7.1 was set as the default communications device, and the default microphone. Under the speaker icon in Lync made sure the sound was turned up and that the sound was turned up on the speaker icon in windows. Also, if your using Razer Synapse, make sure you headset isn't muted in that app and that the sound is turned on. Then i rebooted. Lync now works fine. 
    Thursday, June 05, 2014 9:50 PM
  • Wow so happy to see this post.

    I thought i was going crazy. I have the exact same issue as you describe with my Razer Kraken 7.1 headset for Lync 2013. I have been using this headset successfully for months on both my Win7 and Win8.1 laptops and it was only until recently that Lync stopped working for receiving audio on calls (they can hear me and mic works fine. I can even hear tones and rings np).

    It was working fine just a few weeks ago. i have scoured every setting trying to find the Lync specific issue. Every test i have run on the headset shows its working fine. All drivers are up-to-date. Headset has been uninstalled and re-installed with the same results. All Kraken calibration tests show its working properly. Skype does not have any issue either. I do not believe that both of our headsets are damaged since they are not working properly for only Lync 2013. 

    Were there any recent Lync updates released within the last 45 days?

    Thursday, July 10, 2014 10:42 PM
  • Same issue here. It was working fine until 2 days ago now nothing. I don't understand why Lync would need specific hardware.
    Thursday, September 25, 2014 1:34 PM