Jabra (Engage 75) headsets crash on MS Teams calls (Dec. 2022)

Teams[German]A short note for administrators and users who use the Jabra Engage 75 headsets in a corporate environment. There are currently massive problems in connection with Microsoft Teams. The headsets crash as soon as Microsoft Teams calls arrive. However, it looks like there is a workaround. I'm compiling the information I received via a Facebook group – maybe someone else is affected.


Jabra Engage 75 Headset

This product from vendor Jabra is a wireless noise-canceling headset for desk phones and softphones. The Jabra Engage 75 On-Ear Dect Stereo Headset is offered by the manufacturer for just under 500 Euros.

Jabra Engage 75 Headset

However, I have already seen the set in stores for just under 300 Euros. The bottom line is that it is a product that is more likely to be used in a corporate environment.

Issues with Microsoft Teams

I was just made aware of a problem with the Jabra Engage 75 headset in conjunction with Microsoft Teams in a Facebook IT group. I'll leave out names here because it's a closed group – but the thread creator notified me directly and provided some more information for the post. In the group he describes the following problem:

Hi all, are any of you using Jabra (Engage 75) headsets in combination with Microsoft Teams? Since a few days company wide the headsets restart when an incoming call arrives via Teams (firmware + Jabra Direct) is up to date.

When I asked, the poster told me that the base station firmware is at version 5.7.2. The headset has firmware version 5.7.0 and is using Microsoft Teams version (64-bit) on Windows 10 22H2 Pro or Enterprise. Furthermore, the person in question states that he has already tried a firmware downgrade and an uninstallation of Jabra Direct, both didn't help.


Of course, it could be an isolated problem. But in the group in question, several other IT service providers have come forward and confirmed the problem. Here are a few voices:

User A: Yes, I also have massive problems with the thing after the last firmware update. Calls can't be answered, teams don't work at all anymore etc. So far no solution found.

User B: Ditto, here too. Happens to my knowledge but only if Jabra is installed directly on the PC.

User C: Even if the device is only connected to a phone, we can no longer accept calls directly on the headset since the update.

User D: I have the same problem in my home office.

So it's not a singular problem with one user, but seems to affect some people and is related to one of the recent updates.

A workaround

Then in the group another user got in touch and wrote: "the setting from the screenshot should workaround". According to the screenshot, the option Audio device should be selected on the SOFTPHONE (PC) tab.

Jabra Direct settings

The thread creator then also confirmed that this workaround helped. Another poster pointed out the reason for the misery:

They checked Autoupdate during the last update. Now they also do firmware updates during the meeting. Have now uninstalled the software. Partially, the headsets also hung up, so you had to manually install the firmware update.

This probably refers to the update of the Jabra firmware. Perhaps this will help others affected – my thanks to the thread creator for pointing out the issue. Anyone else affected?

Addendum: The issue has been fixed for Engage 75 headsets with a firmware update – see Firmware update fixes Jabra (e.g. Engage 75) headsets issues with MS Teams (Dec. 15, 2022).

Similar articles:
Jabra (Engage 75) headsets crash on MS Teams calls (Dec. 2022)
Firmware update fixes Jabra (e.g. Engage 75) headsets issues with MS Teams (Dec. 15, 2022)
New Jabra headset issues (e.g. Engage 75) with MS Teams (Jan./Feb. 2023)

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10 Responses to Jabra (Engage 75) headsets crash on MS Teams calls (Dec. 2022)

  1. Steve-Arne Bentzen says:

    Hello !
    We have the same problem on Jabra Engage 65 . Outgoing calls go ok, but incomming calls do a reconnect of headset, and it takes about 15 sec. for the calls to get operative.
    This problem comes on maybe Thurstay 8 of december or maybee 9 of december 2022.
    The headset has been working with Microsoft Teams for a long time 1-1,5 years before.
    I think there must be some issue about the teams client and some update at this time.
    The same headset works fine with skype calls.

    If somebody find out this problem, i hope someone could email me the lucky answear.

    • guenni says:

      I heared that also from German users. Till now nobody was able to find a coincidence with updates (either Jabra Firmware nor MS Teams updates – maybe it's a server side MS issue). Anyway, if I'm stubling upon a fix/solution, I will add it the the blog post here (and beneath the German edition).

  2. Bongo Bongo says:

    Can confirm we have the same issue in our firm.
    Anybody some more info, apart that workaround?

  3. DPC says:

    Yep my headset does this every time. Found your post on Google

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  5. Nigel says:

    Also chiming in that I also see this problem since returning from vacation 8th of December, no Firmware update was done, I DO NOT have the Jabra software installed. Only change could be a Teams update that happened? (I am on (64-Bit), last updated on 12th Dec.)

  6. guenni says:

    The reason for this flaw is now known – a German user told me the details within a comment within my German blog – here is my translation:

    I am in exchange with Jabra and learned that an old Lync implementation in the firmware is triggered with the new MS Teams release, which leads to this phenomenon (incorrect HID commands).

    There will be a new firmware update.

    Administrators are strongly advised to implement Xpress 2.0 in their environment so they do not have to manually update each device.

  7. Dominik says:

    Jabra has published the new firmware:
    Release Notes

    "Release version: 5.7.3; Base firmware version: 5.7.3; Headset firmware version: 5.6.0
    Release date: December 15, 2022
    Fixed: reboot when receiving an incoming Microsoft Teams call"

    • guenni says:

      Thanks, I've addressed it already a couple of days in a separate blog post. Forgot to add the link – it's now amended, see the article's end.

  8. JaxR says:

    I have a new engage 65 mono and when i get a teams video call my avaya customer is disconnected plus i get the gap waiting for my headset to work in teams – i only plug the Jabra in to the usb on laptop – I can not
    do firmware updates on ,y work laptop

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