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Sound Quality is very off pitch in Skype for Business using Windows 10 RRS feed

  • Question

  • While testing Skype for Business on Windows 10 Enterprise about 1 out of 50 calls will behave strange. Either both users cannot hear each other or the sound fluctuates from a high pitch to a low pitch while ringing and also in call. This applies to both incoming and outgoing calls as well as internal and external callers. Usually the issue resolves when the call connects but sometimes there is no audio on either end or the issue is persists in call and each user will have either a high-pitch or low-pitch voice. We have tried different brand headsets and have no missing drivers in device manager and as well have tested with both generic audio drivers and the actual Realtek drivers our systems support. We discovered this issue while testing Windows 10 and did not experience this on Windows 8.
    Friday, April 8, 2016 8:28 PM

All replies

  • What does the voice quality indicator shows at the time of poor/faded calls ? Are they with wired or wireless connections. We have to  also made sure that SFB client is updated to the latest build 


    Linus

    Saturday, April 9, 2016 8:23 AM
  • Voice quality indicator is the same as it would be if the call was good/normal, it says, "Calling Working..." with 5 grey bars to the left of the text, the leftmost bar being the smallest and the rightmost being the largest. I have tried with both wired and wireless headsets and the issue follows both. SFB is the latest build and there are no Windows updates. We have noticed that the issue often occurs on the first call after starting up Windows and we have been recreating the issue this way but it is not 100% consistent. It is about 50/50.

    Monday, April 11, 2016 7:55 PM
  • Do you see any alarm for poor call in CDR monitoring console ?. I am sure you have it in place and know how to reace it ?.

    http://blog.insidelync.com/2012/01/tips-for-getting-started-with-the-lync-monitoring-role-reports/


    Anil MCC 2011,ITIL V3,MCSA 2003,MCTS 2010, My Blog : http://messagingschool.wordpress.com

    Tuesday, April 12, 2016 3:14 AM
  • Hi David, 

    Please go through the below blog to troubleshoot this issue from client side if you dont have a monitoring role installed. The article is meant for Lync 2013, however all the metrics remains same for S4B also. 

    https://blogs.technet.microsoft.com/nexthop/2012/12/07/troubleshooting-lync-call-quality-locally-with-snooper/


    Thanks,
    Anoop Karikikuzhiyil Babu | Erstwhile Microsoft Premier Unified Communication Engineer. My blog
    ________________________________________________________________
    Please mark the reply as an answer if you find it is helpful :-)
    ________________________________________________________________

    Tuesday, April 12, 2016 5:50 AM
  • Currently the monitoring server is not accessible, I have downloaded Snooper and gone over all the log entries one by one on the 'Traces' and 'Messages' tab for both good calls and bad calls for which logs and affected times I have saved and I have found nothing out of place. Any error that exists on the bad call logs also exists on the good call logs, although there is a lot of info I may be overlooking something. Is there anything specific I can look for/filter by in the logs?
    Tuesday, April 12, 2016 5:01 PM
  • as said in the article we basically look in to 

    Jitter
    Packet Loss
    Network MOS Degradation
    Round Trip Time
    Healer Metric: Concealed

    try this: from msconfig>services>hide all microsoft services > disable an non-microsoft services on this machine during start up and check if the issue happens?


    Thanks,
    Anoop Karikikuzhiyil Babu | Erstwhile Microsoft Premier Unified Communication Engineer. My blog
    ________________________________________________________________
    Please mark the reply as an answer if you find it is helpful :-)
    ________________________________________________________________

    • Proposed as answer by Eason Huang Wednesday, April 13, 2016 8:28 AM
    Tuesday, April 12, 2016 7:12 PM
  • Hi,

    You can also try to perform the Clean Boot to avoid the third-party software affect.

    For your reference, here is KB article how to perform Clean Boot:

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

    Best Regards


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

    Eason Huang
    TechNet Community Support

    Wednesday, April 13, 2016 8:29 AM
  • Hey, so I have noticed some of my 'bad calls' have higher values under NetworkMOS but everything still seems to be within the acceptable thresholds. Also some of my logs are missing entries, is this normal or for any reason? I haven't had time to attempt recreating the issue after a clean boot but will be doing that today.

    Bad Incoming Call

    Good Incoming Call

    Bad Incoming Call, no audio

    Jitter   Inbound

    Interarrival 0

    Interarrivalmax 2

    V3:interarrivalSD 0.449

    Jitter   Outbound

    Interarrival 0

    Interarrivalmax 1

    V3:interarrivalSD 0.354

    Packet   Loss Outbound

    LossRate 0

    LossRateMax 0

    Packet   Loss Inbound

    LossRate 0

    LossRateMax 0

    Network   MOS

    OverallAvg 4.2512

    OverallMin 4.2512

    DegradationAvg 0.03876

    DegradationMax 0.03876

    Delay

    RoundTrip 0

    RoundTripMax 1

    Healer   Metric: Concealed

    ConcealRatioMax 0.001998

    ConcealRatioSd 0

    HealerPacketDropRatio 0

    HealerFECPacketUsedRatio 0

    MaxCompressedSamples 160

    Jitter   Inbound

    Interarrival 0

    Interarrivalmax 0

    V3:interarrivalSD 0

    Jitter   Outbound

    Interarrival 0

    Interarrivalmax 1

    V3:interarrivalSD 0.4683

    Packet   Loss Inbound

    LossRate 0

    LossRateMax 0

    Packet   Loss Outbound

    LossRate 0

    LossRateMax 0

    Network   MOS

    OverallAvg 0

    OverallMin 0

    DegradationAvg 0

    DegradationMax 0

    Delay

    RoundTrip 0

    RoundTripMax 0

    Healer   Metric: Concealed

    ConcealRatioMax 0

    ConcealRatioSd 0

    HealerPacketDropRatio 0

    HealerFECPacketUsedRatio 0

    MaxCompressedSamples 0

    Jitter   Inbound

    Interarrival 0

    Interarrivalmax 1

    V3:interarrivalSD 0.3431

    No   Jitter Outbound Data

    Packet   Loss Inbound

    LossRate 0

    LossRateMax 0

    No   Packet Loss Outbound Data

    Network   MOS

    OverallAvg 0

    OverallMin 0

    DegradationAvg 0

    DegradationMax 0

    No   Delay/Roundtrip data

    Healer   Metric: Concealed

    ConcealRatioMax 0

    ConcealRatioSd 0

    HealerPacketDropRatio 0

    HealerFECPacketUsedRatio 0

    MaxCompressedSamples 0

    Outgoing call, distorted audio   at beginning then fixed after a few seconds

    Good outgoing call

    Bad outgoing call

    Jitter   Inbound

    Interarrival 0

    Interarrivalmax 1

    V3:interarrivalSD 0.3697

    Jitter   Outbound

    Interarrival 0

    Interarrivalmax 1

    V3:interarrivalSD 0.2393

    Packet   Loss Inbound

    LossRate 0

    LossRateMax 0

    Packet   Loss Outbound

    LossRate 0

    LossRateMax 0

    Network   MOS

    OverallAvg 4.2542

    OverallMin 4.213

    DegradationAvg 0.0357

    DegradationMax 0.07652

    Delay

    RoundTrip 7

    RoundTripMax 8

    Healer   Metric: Concealed

    ConcealRatioMax 0.00799

    ConcealRatioSd 0.00277

    HealerPacketDropRatio 0

    HealerFECPacketUsedRatio 0

    MaxCompressedSamples 232

    Jitter   Inbound

    Interarrival 0

    Interarrivalmax 1

    V3:interarrivalSD 0.3286

    Jitter   Outbound

    Interarrival 15

    Interarrivalmax 224

    V3:interarrivalSD 49.03

    No   packetloss data

    No   Network MOS

    Delay

    RoundTrip 6

    RoundTripMax 8

    No healer metric data

    Jitter   Inbound

    Interarrival 1

    Interarrivalmax 2

    V3:interarrivalSD 0.532

    Jitter   Outbound

    Interarrival 1

    Interarrivalmax 4

    V3:interarrivalSD 0.77535

    Packet   Loss Inbound

    LossRate 0

    LossRateMax 0

    Packet   Loss Outbound

    LossRate 0

    LossRateMax 0

    Network   MOS

    OverallAvg 4.25

    OverallMin 4.25

    DegradationAvg 0

    DegradationMax 0

    Delay

    RoundTrip 9

    RoundTripMax 13

    Healer   Metric: Concealed

    ConcealRatioMax 0

    ConcealRatioSd 0

    HealerPacketDropRatio 0

    HealerFECPacketUsedRatio 0

    MaxCompressedSamples 0

    Thursday, April 14, 2016 2:32 PM
  • My users also experience this from time to time. It seems to happen more often for users outside the corporate network, but it happens internally as well. I have found that if I mute and then unmute my mic, it sometimes fixes the issue, but other times it does not. Most of my users have Plantronic wireless headsets.

    Daryl Sensenig Tents For Rent


    Tuesday, April 19, 2016 1:22 PM
  • Thank you everyone for replying. It's been a year and we're still having this issue, clean booting did not resolve it. We are using wireless Plantronics headsets as well and have found that since updating our USB dongle the frequency at which this occurs has decreased. Also this now only happens to the first call of the day and then there will be no issues after.  I do not believe the issue lies with Skype for Business but with Windows or the physical headset as I believe this is a hardware or driver issue. 

    Does anyone reading this have any new input or a fix? Thank you.

    Tuesday, March 21, 2017 3:12 PM