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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06018622

Version: 1

Advisory: HP Thunderbolt G2 Docking Stations - Error Messages Appear When Starting a Skype for Business Call With HP Thunderbolt Dock Audio Module

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 15-May-2018

Last updated : 16-May-2018

DESCRIPTION
When starting a Skype for Business call with the HP Thunderbolt dock Audio Module, the following error messages appear:
Your mic isn't working
Your speaker isn't working.
The app may stop responding. This occurs when the audio driver data is lost.
Error messaged are displayed

SCOPE
This information in this document applies to the following:
Applications/Drivers:
  • Skype for Business, version 16.0.4417.1000
Docking stations:
  • HP Thunderbolt Dock 120W G2
  • HP Thunderbolt Dock 230W G2
  • HP Thunderbolt Dock G2 with Audio Module
  • HP Thunderbolt Dock G2 with Combo Cable
Operating Systems:
  • Microsoft Windows 7 Ultimate (64-bit)
  • Microsoft Windows 7 Ultimate (32-bit)
  • Microsoft Windows 7 Starter (32-bit)
  • Microsoft Windows 7 Professional (64-bit)
  • Microsoft Windows 7 Professional (32-bit)
  • Microsoft Windows 7 Home Premium (64-bit)
  • Microsoft Windows 7 Home Premium (32-bit)
  • Microsoft Windows 7 Home Basic (64-bit)
  • Microsoft Windows 7 Home Basic (32-bit)
  • Microsoft Windows 7 Enterprise (64-bit)
  • Microsoft Windows 7 Enterprise (32-bit)
  • Microsoft Windows 7 (64-bit)
  • Microsoft Windows 7 (32-bit)
  • Microsoft Windows 10 RS4 (Version 1803)
  • Microsoft Windows 10 RS3 (Version 1709)
  • Microsoft Windows 10 RS2 (Version 1703)
  • Microsoft Windows 10 RS1 (Version 1607)
RESOLUTION
To resolve this issue, download and install the following SoftPaq to update the driver:
SoftPaq Description
Release Notes
Download SoftPaq
Realtek USB Audio Driver
Version: 6.3.9600.171
Revision: A
NOTE: The driver can also be downloaded and installed with Windows Update. A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers.

Hardware platforms affected : HP Thunderbolt Dock 120W G2, HP Thunderbolt Dock 230W G2, HP Thunderbolt Dock G2 with Combo Cable

Operating systems affected : Microsoft Windows 7 (32-bit) (deleted) Microsoft Windows 7 (64-bit) (deleted) Microsoft Windows 7 Enterprise (32-bit) (deleted) Microsoft Windows 7 Enterprise (64-bit) (deleted) Microsoft Windows 7 Home Basic (32-bit) (deleted) Microsoft Windows 7 Home Basic (64-bit) (deleted) Microsoft Windows 7 Home Premium (32-bit) (deleted) Microsoft Windows 7 Home Premium (64-bit) (deleted) Microsoft Windows 7 Professional (32-bit) (deleted) Microsoft Windows 7 Professional (64-bit) (deleted) Microsoft Windows 7 Starter (32-bit) (deleted) Microsoft Windows 7 Ultimate (32-bit) (deleted) Microsoft Windows 7 Ultimate (64-bit) (deleted)

Software affected : Not applicable

Support Communication Cross Reference ID : IA06018622

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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