troubleshooting Question

Weird Audio Problem Headset Windows 7

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bdg 009 asked on
* Lenovo* AudioWindows 7Voice Over IP* Headset
43 Comments1 Solution987 ViewsLast Modified:
I have a problem that is driving me nuts.

I work for a company one day a week.
This company has installed a new VOIP-telephone system (NEC s9100) a couple of months ago.
This VOIP-system comes with a softphone application (NEC UC SUITE).

Normally we should use the softphone with a plantronics usb-headset. But we were unable to make this work, thanks to encryption software that prohibits outgoing datastreams on the usb ports (HIBUN AE).
So we need to use the internal soundcard for this.
The laptops they are using are Lenovo Thinkpad T450's, with realtek soundcards that have only one jack (multistream) and all the laptops are installed with windows 7 64bit.

I have tried various multi-stream headsets (HP, Lenovo, ...) on these laptops, but most of these laptops have the problem that the mic doesn't seem to work in the softphone.
There is only one laptop, were both mic and earphone of the headset are working simultaneously. All headsets work on this laptop, so the problem is not coming from the headsets.
On all the other laptops only the earphone of any headset is working, but the mic doesn't seem to work in the softphone.

The headphones and mic are both selected as default playback device and default communications device.
I've tried to update the BIOS, update all drivers, adjust the audio to multi-stream mode in Realtek Control Panel, .... but the problem always persists. I can hear the other party in my headset, but the mic doesn't record anything.
Here is the weird part. When I try to record something with windows soundrecorder, i can record without any problem.
When i playback the recorde file i can hear myself in perfect quality.
Also when i go to Audio in control panel and i go to Recording Devices, when i talk into the microphone, i see the green bars moving next to the Headset-Mic icon. But in the softphone-app i can't get the mic to work on most laptops.

But there is one T450 were everything works just fine.
I've already made an image of this laptop and when i ghost any T450 laptop with this image. The softphone client works perfect on that laptop.
So I'm pretty sure it has to be a configuration/windows/settings problem that I just can't seem to find.
On the long run, i know that if i reinstall every computer with this working image, i can get past this problem.
But then i won't know the reason why this is happening and such a reinstall will take so much time (40 laptops).

Anyone that recognizes this problem and perhaps knows a solution?

One thing i was thinking about is to export all registry settings regarding audio and soundriver on the working machine, since all machines are identical regarding hardware. But for this part I don't know which keys i need to export, so any help on this one is also welcome.

This I really don't know what to do anymore.
bdg 009Network Administrator

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