When using the headset with softphone, i hear crackling

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I have a similar issue.  When using the headset with softphone, i hear crackling and users on the other end cant hear me.

Note: This conversation was created from a reply on: Plantronics Voyager 5200 UC crashing softphone.
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Robert S

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Posted 1 year ago

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Mike, Official Rep

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Hi Robert... Can you confirm, are you also using the  Voyager 5200 UC?

The crackling sound is most likely the bluetooth device.It might be environmental, or even a range issue.  I've experienced this with various devices.  If it sounds like a distinct crackle (popping) sound it might be that the device is losing it's connection and reconnecting.  If it's more like static, it could be a range or environmental issue.

Mike
(Edited)
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Robert S

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Yes.  Its the 5200 UC.   The Bluetooth dongle is fairly close to me.  Within a few feet.  still sucks.  On the other hand if i use the headset with my cell phone, there is no problem.   So the issue is definately with the blue tooth dongle and its connect to the softphone via the pc.
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Robert S

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I actually tried that already.  No go.  Still crackling
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Mike, Official Rep

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If you haven't done so, you might try visiting the manufacturers website to see if they have any updated software to make sure you are running the latest version.

Mike
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Robert S

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Unfortunately, I have the latest and it still is unusable with the pc
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Robert S

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i have a second Bluetooth usb module and second voyager 5200.   I tried it and same issue.  My only conclusion is that the issue must be with the usb module and the software driver that connects it to RingCentral.
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William Crowley

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Are you using a Lenovo laptop by chance?
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Cecile Glassy, Champion

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12-07-2017 USA-based acct 2287 users 3800 DID lines 28 sites

Our 2 cents:::  We have a lot of trouble with the Lenovo T440 and X1 Carbon drivers getting wonky - on Windows 7 Pro and Windows 10 (the majority of our machines are Win10 Ent)  This is identified as a Lenovo issue for us, not a RingCentral issue.   This caused us  in August 2017 to switch our Organization's going forward purchasing to Dell Laptops which are working flawlessly with RingCentral's suite of apps. 
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William Crowley

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I'd echo this comment - I have a lot of Dell 5470 & HP Elitebook 840's in our environment and have no issues.

We recently purchased 25 Lenovo X1 carbons and w/ same OS, same network, same base image, same specs, etc., all experience major static & audio dropouts.

In my mind, not a RC problem and I'd encourage more people to report this to Lenovo.  I've been trying for ~6+ weeks to get their attention with no luck at all.  For someone who touts their product as being the 'Maserati' of the business laptop world I'm underwhelmed and will be pivoting back to Dell or HP.
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Cecile Glassy, Champion

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Dell 5470 is the model we standardized on here.  We have a few thousand of them,  It has been rock solid for us.  Prior to switching to Dell for our Organization, we did report it to Lenovo, loudly, as we had all Direct level positions on X1 Carbons -- and their response was "too bad"
(Edited)
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William Crowley

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We've used Dell's 5470 series for a few years as our standard but they decently ended that product line & moved it to a 5480 which no longer has a mechanical dock.

I don't have a problem necessarily w/ moving to a port replicator but it caused us to look at what else was on the market we could standardize on.  The X1 got fantastic reviews and employees liked the 'sleekness' and how light it was.

Pivoting to Lenovo was a horrible decision but I'm stuck with the 25 I have in inventory unless I take a $35k loss in my hardware budget.  They won't take them back because "it's a software issue". 

Any advice on offloading them? Were you able to get yours shipped back to your supplier or did you just sell them off?
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Cecile Glassy, Champion

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We moved the devices to low usage areas like kiosks instead where they are just a public machine (no longer a dedicated user's) used for a single purpose like "sign in to a resource calendar"  or "event registration" --- it was expensive error on our part -- but because we are a public entity, we cannot just sell them on the used market in compliance with State law.  We have to use them all until their warranties are expired. 
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William Crowley

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Well, thanks for the confirmation that I'm not going crazy.  If this thread keeps just one person from thinking about Lenovo as a supplier for their company I'll be happy but I'd love to see RingCentral send Lenovo something/post something about how painful it is for their customers.

This issue hides itself really well as being an application issue but it's clearly a result of fundamental flaws in their driver(s).  My equipment distributor actually has other clients reporting similar issues using Skype's video application - thankfully I've got a great support rep with our equipment supplier and they're willing to take 12 (un-opened) of these back @ no charge & send me some HP Elitebook 840 G4's to replace them.  Still negotiating the 13 we have opened trying to get some kind of return credit so I can replace the rest of them.
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Damien B

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I’ve had the voyager edge UC for the past year using RingCentral. It’s abhorrent. I’ve actually gone through two Edge devices (ran over one) and use both win 10 and Mac. There isn’t any solution that fixes the issue- cracking, other party not being able to hear you etc. I actually own 3 did different UC model plugs but (moc, 255 and standard UC). All same outcome. The frustrating part is it’s absolutely lovely paired with my phone. Perfect. Unfortunately I really need it for work and as completely sporadic the service it’s totally unreliable.
FYI-
Firmware always updated for both UC and headset
RC desktop current
Tried calling placing UC in usb cord to move it further away from laptop/desk accessories. Nothing.
Spoke to plantronics CS 3x. Very nice People. It simply isn’t a viable solution.
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Randy Densmore

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Too bad our company didn't do their homework before going from Dell to Lenovo. Now we get to deal with the static/crackle. Perfectly good headsets that work with a bluetooth cell phone but get crappy sound with RingCentral on the Lenovo. I had the best Dell notebook ever and had to buy a Lenovo last year. Now what?