1 Rookie
•
2 Posts
2
4604
June 14th, 2023 11:00
Jabra Link Headset momentarily disconnects, affects other USB devices Win 11 9520 solved
Since mid-April, I have been experiencing an issue in which my Jabra 380 USB adapter momentarily disconnects resulting in dropped connections. When using MS Teams, the Teams call itself would also drop completely. Sometimes the Jabra 380 would reconnect and be available as an audio device but often it would not appear in the list of audio devices again until a reboot. In addition, during the headset disconnect, the rest of my USB connected devices were also affected and would be disconnected for a moment. The backlight on the USB connected keyboard would go out and then reappear, my USB connected mouse would freeze for a moment, etc.
After extensive troubleshooting on my own, I called Dell. They opened a ticket and ran through the basic troubleshooting steps (run USB wizard etc.) and everything passed. I tried many times to explain this is a software-related issue but, after many calls and many hours of running system checks, making sure I had all the driver updates (which I had also done on day one), ultimately, Dell wanted to replace my motherboard and did so. I still did not think it was a hardware issue but having tried everything else software-wise (reloading Dell's Windows 11 image for the XPS, reverting to previous BIOS, changing USB adapters, using different USB devices and each of the physical USB ports), I thought it might be possible it could be hardware related though that really didn't make sense.
After the motherboard install, the issue occurred again within 30 minutes of the technician leaving. It is shocking to me that Dell does not have any ability to install or monitor memory conflicts or to analyze crash dump files. No one from Dell ever even suggested this. The troubleshooting was very hardware centric. No one from Dell even asked for Event Logs or other logs from the machine.
SOLUTION: In the end, the conflict or service at issue was the WaveMaxx Audio Pro service installed by Dell. With this service disabled, the system works as expected. It is unclear what driver update or system update either from Microsoft, or Dell, or Wave or Jabra caused the conflict to start happening after 9+ months of use without a problem.
I found this link helpful in providing a simple methodology to determine the problem service: Perform a Clean Boot in Windows 11 to Troubleshoot Software Conflicts Tutorial | Windows 11 Forum (elevenforum.com)
Use the steps in the above link to stop the Waves Audio Universal Service and Wave Audio Service. Also disable WavesSvc64.exe from the startup apps in Task Manager. With these services disabled, the Jabra headset (and my remaining USB devices) have worked without issue.
I hope this helps others who may be experiencing the same problem.
zonaSPV
1 Rookie
•
2 Posts
1
June 15th, 2023 11:00
As an update, I also asked the Dell support rep to check and see if there was any known issue with USB headset or Jabra headset dropping and she said no. Given that, I found this post interesting...
USB Headset Dropping Connection at Random | Windows 11 Forum (elevenforum.com)
See my original post above for the solution that worked for me. Maybe this new RealTek Driver or downloading the WaxxMaxx Pro from the app store also works. I have not tried this.