Audio Issues with External Headsets

[Nick_BIT]

This issue is getting complicated so I will explain as best as I can as I am hoping there is anyone else who has had this issue and can assist me. I have a user who was having problems with her headset not working in Teams. We got her a brand-new computer and she started having the issue again. The issue is her external headset's mic does not work. When you test it in teams it gets an error that the mic is not working. Also when you go into the audio section of Windows Settings the bar for the mic does not move as if there is no mic installed. However, the mic built into the laptop does work and tests fine in Teams and the control panel and she has been forced to use this in Teams. The headset is USB so we moved it to every port on the laptop and over to the HP docking station. We also tried 2 other USB headsets including a known good one, same issue. We tried using a Bluetooth headset, the same issue. We ran all Windows updates and used HP Support Assistant to update all drivers, same issue. We ran sfc /scannnow and a DISM scan, same issue. We uninstalled Teams and performed a fresh install, same issue. Her computer was on Windows 10 so we upgraded it to Windows 11, same issue. At this point, we feel like we will need to get her another new computer but it is hard to justify that as this is the "new computer" and it did not resolve the original issue. Note: we have been having odd audio issues with our HP laptops for a while now which is a problem as out users operate off of Teams of the telephone service.

[Nick_BIT · Accepted solution]

We seem to have resolved this issue. We found a microphone setting in Windows that had the quality set too high. After changing that setting the mic is working now. To find the setting we went to Start>Settings>System>Sound, located the Microphone, and clicked it to go into its Properties. Located the input setting named "Format". This is the setting we changed that resolved this issue.