Windows Softphone Version 9.2.4.2791 - Losing Audio Devices

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  • Question
  • Updated 1 year ago
  • Acknowledged
  1. Account type (U.S., Canada, UK,  AT&T, Telus, BT)  -- US
  2. Related case number (if applicable) -- NA
  3. Detailed description of problem
Softphone loses sound devices. Unable to place or make calls until reboot of computer or forcibly ending 'Softphone.exe' from task manager. 

4. Goal  -

Resolve issues of losing audio devices

5. Previous troubleshooting steps taken:
Updated Plantronics Hub software
Updated Headset Firmware
Check for other programs trying to take exclusive control of headset.

6. Software version:
9.2.4.2791

7. If desk-phone related, have you rebooted phone? 
Not deskphone related

8. Number of Users and/or Digital Lines affected.
Two users are having this issue currently seemingly at random. I have not been able to isolate a cause. These users have different graphics cards (AMD/NVIDIA) and different specs. Both are on Windows 7 64bit Pro  (Current w/Updates)
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LeafVee

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Posted 1 year ago

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Justin, Employee

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Hello,
I would recommend opening a support case on this issue. Randomly losing the headset connection on the softphone is something that our engineering team needs to look at. Need to gather a debug log from the softphone that captures this behavior for our engineering team to analyze.
Thanks,
-Justin Rampy