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Dialtone/howler/disconnect when using Skype in Citrix with RTOP 2.9 in combination USB-headset with MS Teams running locally


Question

 Entire Citrix backend : Citrix VAD 1912 LTSR

VDA : 1912 LTSR CU1

Workspace App : Various versions: mostly 20.2, 20.9

Endpoint OS: Various Win10 builds (company image/private installs).

Headsets we use: various Jabra USB Headsets like the Evolve Link MS and the Engage 65, but also Yealink.

Skype version in Citrix: latest versions available on 2012/2019

How we work:

 

We've got a published desktop based on Server 2012 R2 and also a published Desktop based on Server 2019; in this case behaviour is similar on both desktops.

We've got a pilot with MS Teams. Since Teams functionality in Citrix is very limited we've got users mainly using Teams on their laptop locally.

We also have Skype for Business as our primary uc- and telephony-platform. We use Skype4B within Citrix with the HDX RTME/RTMC offloading method. Offloading works fine. (Latest versions RTMC 2.9 and RTME 2.9.100)

 

The issue we have is that in the scenario where someone uses Teams locally (on Win10) and has a Citrix Published Desktop active with Skype and offloading active, Skype/HDX-RTME and Teams seem to battle over the HID-controls.

 

So when not in any call, and USB-Headset attached, and starting a Teams call locally; you instantly get a dialtone (which presumably comes from Skype "picking up the phone") that continues for 30 seconds and then you hear a howler and then get disconnected. But that happens while you're having a succesful Teams meeting. So in that scenario people just have to quit Skype in Citrix, then there's no issue.

 

As soon as we connect the headset via jack and not USB, we don't have this issue.

Also testing Teams and Skype within Citrix in this scenario works fine; there we don't have the dialtone/howler.

 

We're not the first with the Dialtone/howler issue and we tried reproducing it with a local Skype and Local Teams; we had the same issue there.

We found this article : https://support.microsoft.com/en-us/help/4559449/enableteamshidinterop-for-coordination-of-hid-device-usage-in-microsof which describes the EnableTeamsHIDInterop key.

When enabling that setting, that fixes the issue with the dialtone for Skype and Teams locally.

I have to mention that the article states this only applies to Teams users in Island Mode (dialtone/howler), but we also experience it with users in TeamsOnly mode.

 

But this EnableTeamsHIDInterop-key doesn't seem to effect the Citrix HDX RTME-behaviour, I think that's the rootcause of our issues.

When looking at the release notes of the latest Teams versions and Skype-client-updates, Microsoft is changing a lot on the HID-control-part of both these products to work better together. My guess is that fixing the HDX RTME (which in fact is also a Skype-client) is the last one on the roadmap ?

 

Does anyone recognize this issue/has an idea where to look ?

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On 10/7/2020 at 1:18 PM, Matthijs Haverink1709160931 said:

 Entire Citrix backend : Citrix VAD 1912 LTSR

VDA : 1912 LTSR CU1

Workspace App : Various versions: mostly 20.2, 20.9

Endpoint OS: Various Win10 builds (company image/private installs).

Headsets we use: various Jabra USB Headsets like the Evolve Link MS and the Engage 65, but also Yealink.

Skype version in Citrix: latest versions available on 2012/2019

How we work:

 

We've got a published desktop based on Server 2012 R2 and also a published Desktop based on Server 2019; in this case behaviour is similar on both desktops.

We've got a pilot with MS Teams. Since Teams functionality in Citrix is very limited we've got users mainly using Teams on their laptop locally.

We also have Skype for Business as our primary uc- and telephony-platform. We use Skype4B within Citrix with the HDX RTME/RTMC offloading method. Offloading works fine. (Latest versions RTMC 2.9 and RTME 2.9.100)

 

The issue we have is that in the scenario where someone uses Teams locally (on Win10) and has a Citrix Published Desktop active with Skype and offloading active, Skype/HDX-RTME and Teams seem to battle over the HID-controls.

 

So when not in any call, and USB-Headset attached, and starting a Teams call locally; you instantly get a dialtone (which presumably comes from Skype "picking up the phone") that continues for 30 seconds and then you hear a howler and then get disconnected. But that happens while you're having a succesful Teams meeting. So in that scenario people just have to quit Skype in Citrix, then there's no issue.

 

As soon as we connect the headset via jack and not USB, we don't have this issue.

Also testing Teams and Skype within Citrix in this scenario works fine; there we don't have the dialtone/howler.

 

We're not the first with the Dialtone/howler issue and we tried reproducing it with a local Skype and Local Teams; we had the same issue there.

We found this article : https://support.microsoft.com/en-us/help/4559449/enableteamshidinterop-for-coordination-of-hid-device-usage-in-microsof which describes the EnableTeamsHIDInterop key.

When enabling that setting, that fixes the issue with the dialtone for Skype and Teams locally.

I have to mention that the article states this only applies to Teams users in Island Mode (dialtone/howler), but we also experience it with users in TeamsOnly mode.

 

But this EnableTeamsHIDInterop-key doesn't seem to effect the Citrix HDX RTME-behaviour, I think that's the rootcause of our issues.

When looking at the release notes of the latest Teams versions and Skype-client-updates, Microsoft is changing a lot on the HID-control-part of both these products to work better together. My guess is that fixing the HDX RTME (which in fact is also a Skype-client) is the last one on the roadmap ?

 

Does anyone recognize this issue/has an idea where to look ?



This is expected and caused by Skype/headset in fact. basically if you press the call button on your headset that initiates a "dialtone". 

You can disable it from advanced settings on the USB headset. Something like here: 

https://community.spiceworks.com/topic/1525743-skype-for-business-interferring-with-softphone

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I know this is almost a year old, but we have the EXACT same issue and it's very hard to find anyone with this specific setup. Two colleagues have Teams installed locally and they are using Skype for Business via Citrix Workspace App on a customer's VMs.

 

The problem is the same and goes away if they close Citrix or Teams respectively. What helps, though, is to unplug and replug their USB-Headset within the 30 seconds between the dialtone and the howler...

 

Plantronics Hub was uninstalled on one machine and never present on the other, revoking the system's full control rights over the playback device didn't help as well.
Disabling the dialtone must be a joke answer...

 

I find it weird that this is to be expected?

Edited by Marvin Karaduman
Typos
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