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Win10 Enterprise Anniversary & Plantronics Savi 710 RRS feed

  • Question

  • I have a surface pro 4 running Win10 enterprise and I use a plantronics savi 710 headset for skype for business meetings on a regular basis.  Office 2016 Pro Plus is the version of Office I use.

    The headset and syncing between the surface, windows,  and skype for biz has always worked flawlessly.  When I join a meeting scheduled by someone else, the pc channel on the headset activates, it turns red since by default you are muted in skype for biz meetings, audio works great and I am off and running.  If I need to unmute to talk, I can use the mute button on the headset which syncs with skype for biz and unmutes me in the application, I can talk and remute myself using the headset.  I could also use the button in the app if I prefer to mute and unmute myself and everything has always synced.

    That is until the Win10 anniversary update came out.  Once I upgraded to the Win10 anniversary edition, the headset has been out of sync and alot of the great functionality I described above has broken.  Many times when I join a meeting, the pc channel no longer automatically goes active.  Prob 50% of the time it doesnt.  Other times it does, but the headset is not muted, and the skype for biz app is.  I can match the settings by muting my headset, but the buttons no longer sync so if I want to talk I have to unmute the headset, and the skype for biz app via the button to talk.  For whatever reason the Win10 anniversary update cause the headset and skype for biz to no longer sync.

    This is a pain as often at my job I am up talking to engineers in my office during meetings and it helps for the app and the headset to be in sync.  I have a work around by just unmuting myself in the app and using the headset as the mute, but it would great to get back the original functionality and have the skype for biz app and headset sync.

    Originally I thought a windows or office update would fix the issue, but none have and my surface is totally up to date.  All of the sounds settings in both windows & skype for biz appear exactly as they should.  The headset is my default communications device, and is the chosen device in skype for biz.  

    I have taken a ton of steps to troubleshoot this.

    - I have swapped headsets to eliminate a hardware prob.  Same issue.

    - I have use the plantronics hub program to make sure my device has up to date firmware and drivers.  Same issue.

    - I have followed plantronics recommendations of removing the headset from the device manager, unplugging the usb cord from the surface doc, rebooting the computer, logging back in and making sure the device is gone from the device manager, plugging the usb back in, and allowing a clean install of the driver/device.  Same issue.

    - I have made sure my surface firmware and surface doc firmware are up to date. Same sisue

    - I have soft reset my surface many times to reload the base drivers and services.  Same issue.

    - I have tried locating the driver myself to delete it manually and force a clean install, but am not allowed to delete the file by Win10.

    - I have contacted support from MS and Plantronics and received the same suggestions listed above.

    - I have swapped USB cables. Same issue

    - I have swapped Surface docs. Same issue

    Looking for ideas and suggestions to fix this annoying prob.  Any help is super appreciated :)

    Friday, October 7, 2016 4:08 PM

Answers

  • So I think completely blasting away Office and all setting, and doing a clean install fixed it.  Super painful way to fix it, but so far it has been good.  Will give it the work day tomorrow and report back.
    • Proposed as answer by Alice-Wang Wednesday, October 12, 2016 9:36 AM
    • Marked as answer by Alice-Wang Friday, October 21, 2016 10:10 AM
    Tuesday, October 11, 2016 10:10 PM

All replies

  • I use a Lenovo notebook with the same Windows 10 version and Plantronics headset, with the latest firmware installed. Everything works fine for me.

    Maybe you try to reinstall the latest Plantronic hub software again and remove the drivers for the headset?


    regards Holger Technical Specialist UC

    • Proposed as answer by Alice-Wang Monday, October 10, 2016 8:52 AM
    Sunday, October 9, 2016 8:43 AM
  • Hi Anthony1977,

    Welcome to post in our forum.

    Agree with Holger.

    Would you please tell us did the issue only appeared on the specific SFB client ?

    Did you try to use another normal surface pro 4, is that the same issue ?

    As a supplement, you could try to delete SFB cache files and test again.

    %userprofile%\AppData\Local\Microsoft\Office\15.0\Lync\sip_UserName@Domain.com

    Moreover, you could also try to reinstall the SFB on your surface and test again.

    Hope this reply helpful to you.


    Alice Wang
    TechNet Community Support


    Please remember to mark the replies as answers if they help and unmark them if they provide no help.
    If you have feedback for TechNet Subscriber Support, contact tnmff@microsoft.com.

    Monday, October 10, 2016 9:03 AM
  • thanks.  We dont have another Surface Pro 4 to try this on.  I will try to repair office or reinstall to see if this fixes the issue as my step.  

    I don't use any other call apps like regular skype.  Webex audio seems to work fine but it is not a sync'd experience like skype for biz.  I really suspect this to be a driver issue with the surface, or an anniversary issue with the surface.

    Thanks for the advice, will report back.

    Tuesday, October 11, 2016 5:25 PM
  • I repaired office and unfortunately nothing is resolved.  Same with an unistall and reinstall of office.

    My next recourse is to use the MS Office uninstall tool to make sure all settings get zapped with the uninstall.

    Its also patch Tuesday so here is a little prayer that something in the updates fixes it :)

    All joking aside, one thing I did notice is that the driver installed for the headset show MS and the manufacturer and not plantronics.  Could this be an issue with an MS driver vs a plantronics provided on?


    Tuesday, October 11, 2016 6:22 PM
  • So I think completely blasting away Office and all setting, and doing a clean install fixed it.  Super painful way to fix it, but so far it has been good.  Will give it the work day tomorrow and report back.
    • Proposed as answer by Alice-Wang Wednesday, October 12, 2016 9:36 AM
    • Marked as answer by Alice-Wang Friday, October 21, 2016 10:10 AM
    Tuesday, October 11, 2016 10:10 PM
  • Do you also want to try a clean boot and see if there is some third pary  app which is causing the trouble 


    Linus || Please mark posts as answers/helpful if it answers your question.

    Wednesday, October 12, 2016 12:32 PM
  • I had the same issue after the update my headset barley worked and the Hub software didn't even see it as connected. I solved it by unplugging the base unit from both power and USB for 10 minutes and then reconnected it. Afterwards Plantronics hub detected the headset again and everything worked fine. 
    Tuesday, November 15, 2016 6:28 PM