Issues with USB microphones with Dock and Pro 7+

Anonymous
2021-03-04T13:31:33+00:00

So I have a somewhat non standard setup. I have a work machine, Surface and a personal desktop. I am using an Aten KVM to switch between the two. 

I had an original Surface Pro 7 up until last week. It was connected to a Dock 2, which then connected to the KVM, and then to an Anker USB hub, and then to a Plantronics headset and Logitech Brio amongst other things. Everything was working fine with the Surface Pro 7. Last week I got a Surface Pro 7+, and that is when I started having issues. I now have two main issues, an issue with one of my monitors which I will make another post about, and with my USB microphones. The problem is this:

When I wake up my computer or restart, most of the time the microphone on my USB devices will not pick up any sound. If I go into sound manager, I can see it listed there, but there is no input. This goes for the Plantronics headset mic, the Brio camera mic, as well as a USB speakerphone that I have. All of them are recognized, all are using Windows drivers (I believe), but there is just no sound input. I have uninstalled them, tried different ports, any number of things. I believe that there is some complication due to it going through the KVM, since if I plug directly to the Dock, I don't seem to have the issues, but I have not tested that thoroughly either. 

I do have a fix for this however that works most of the time which is odd. I go into the sound settings and change the input device from the Plantronics headset to the built in Surface mic, Realtek High Definition Audio (SST), and then switch it back the Plantronics headset and then the Plantronics mic works. So it is something that is not physcial, but rather software. 

As I mentioned, the setup is exactly the same as it was before except that the Surface Pro 7 has been replaced by the Surface Pro 7+. I have no issues with the desktop that is connected, but then again docking stations always make things more complicated. It would be great not to have to worry about checking every time I use the Surface docked if the mics are going to work. Any ideas?

Things I have tried:

  1. Audio troubleshooting
  2. Updated Surface Pro 7+ drivers
  3. I cant find a way to update the Dock. The firmware seems to be pointing out that the Pro 7+ is not a compatible model. Seems it may not be rewritten yet for the new model, or I am getting the wrong package and cant find the right one.
  4. I have uninstalled all the devices, rebooted and reinstalled them in many number of sequences. 

Thanks and appreciate the help.

Surface | Surface Pro | Sound and camera

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  1. Barb Bowman 78,580 Reputation points MVP Volunteer Moderator
    2021-03-04T14:19:01+00:00
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  2. Barb Bowman 78,580 Reputation points MVP Volunteer Moderator
    2021-03-05T13:06:52+00:00

    I was advised you should open a support case as this is not a typical
    configuration. You can use a phone to contact support
    https://support.microsoft.com/en-us/help/4051701/global-customer-service-phone-numbers

    • ask for Surface support. Use the phone numbers listed under For BusinessUsers for your location (these also work for consumers/home users). Best I can
      offer..
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  3. Anonymous
    2021-03-05T13:16:50+00:00

    Thanks Barb, understood that having a KVM switch in not the typical config. I will give them a ring.

    Any luck finding any information on Dock firmware packages for the 7+?

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  4. Barb Bowman 78,580 Reputation points MVP Volunteer Moderator
    2021-03-05T14:19:21+00:00

    Can you provide a screenshot of the error failure when you run
    SurfaceDock2_SEMMforDock_Win10_17763_20.054.29469.0.msi from
    https://www.microsoft.com/en-us/download/details.aspx?id=101317 ? I was told it
    should be compatible.

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  5. Anonymous
    2021-03-10T16:12:36+00:00

    Sorry for the delay, here is the screen shot. I am using the installer SurfaceDock2_SEMMforDock_Win10_17763_20.054.29469.0.

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