Skype for Busines audio problem with *all* HP Probook 430 G4s

[Rob-Nicholson]

I'm trying a two prong approach here - firstly that Skype for Business is at fault and secondly there is a design/driver flaw with the HP ProBook 430 G4. My client recently switched from Lenovo to HP but ever since, the helpdesk has received tickets about audio problems in Skype for Business which did not occur with the Lenevo. In fact, my client is seriously considering switching back - this problem is bad.

This is typical of the report we get:

1. It happens when it is just me sat talking directly at my computer screen centimetres away from the screen talking at the webcam not moving my orientation
2. I think the speakers are fine - I can hear the other person fine. It is the mic that is not working correctly, people say I go from shouting to fading to nothing and breaking up then normal etc. no pattern or consistency
3. It happens with anyone I am talking to on the other end

This is not user error - users who have used a Lenovo for years instantly report the problem when give this model of HP. It occurs with all users who have this model. It's not a bandwidth issue - as it works fine with Lenovo plus my client has a 1Gbit internet connection. It's not a Wi-Fi issue - the problem occurs wireless or wired.

There is nothing particularly special about the software installed on the HPs - as supplied by HP, Windows updates, HP updates, Office 2016 as part of Office 365 and a few 3rd party utilities.

When we use voice recorder to record hours of conversation, it works flawlessly. So it does appear to be a problem limited to Skype for Business.

The HP ProBook 430 G4 has a Conexant XS7700 audio chipset. I don't have the driver details to hand (I'm remote support) but it's the "out of the box" driver - either updated via Microsoft updates or the HP support tool.

If they use a USB headset, the problem doesn't occur - that's using a USB audio device so pointing finger at the Conexant.

I've worked in IT for 30+ years and this one has got me stumped...