Business Notebooks

Intermittent Driver crash/device disappears when using bluetooth headset and microphone.

What we're seeing:

Initially on our custom Enterprise Windows 11 24h2 image. But after doing a factory restore with HP's Windows 11 Pro image -  the issue still occurs.

This is happening on all 860 G11 machines that have been unboxed and are using bluetooth so far.

We use Poly and Yeahlink headsets for our corporate phone system. These devices connect and work initially, but eventually crash after microphone use. The device will disappear from audio devices (sometimes headset and mic, but ALWAYS mic). The only way to get the device back is to reboot.

Each time this occurs, Windows System Event Logs lists the same two errors: 

Event 387, IntcOED - The component that raises this error cannot be found

Event 22, OED - Set DSP State. Firmware Crashed

Those are some of the Intel SmartSound devices.

We're using the latest HP drivers & Firmwares, All Windows Updates have been run.

The Intel Smartsound driver installed is version 20.40.11422.4

On the HP factory image we've also installed Support Assistant and have run all the updates and diagnostics from there while the machine was functioning. Will run again once the device fails and post any updates.

Microsoft lists this as a known issue  with Windows 11 24h2 here:

https://learn.microsoft.com/en-us/windows/release-health/status-windows-11-24h2#386msgdesc

We've done the usual Sfc /scannow and DISM /Online /Cleanup-Image /RestoreHealth to no avail.

Anybody have anything else to try?

Thanks for listening Lowgee