Microphone not working

If your mask is recognized ("METADOX Mask") by your device, but the microphone is not sending any signal, we have found the most possible cause:

 

Windows USB audio stream bug

In this case, the mask is working in other devices (for example Android/iPhone), and the sidetone is also working (own voice from microphone heard through headphones).

However, there is a bug with some issues with the audio stream with Windows, causing the device to be suspended or muted. For most Windows and drivers versions, this is not a problem, but for some, it causes the microphone to not be heard. Like muted in the background. 

Solution: Firmware Update

The issue has been solved in the firmware version 1.5 (Fixed PC microphone connectivity issues and device reboots related to Windows USB power management)

Workaround without firmware update

Although the firmware update is recommended, there is a workaround without it, setting up the following:

Go to Control panel -> Power options -> Edit plan settings -> Change advanced power settings -> USB settings -> USB selective suspend setting: Disabled

Another workaround that has worked for one customer is using a USB hub extender. We don't understand exactly why, but the USB hub seems to stop the issue, kind of stopping some problematic communication to arrive to the PC.

 

Intel SST issue

If your PC is operating on Intel processor, it is possible that a specific driver called "Intel Smart Sound Technology" (also called "Intel SST") cuts off USB audio devices to save power. Disabling it often acts as a workaround for this behavior. In order to do this, please follow these steps:

  1. Right-click the Start button -> choose Device Manager.
  2. Find section "Sound, video and game controllers" -> Open this section and try to find "Intel Smart Sound Technology for USB Audio"
  3. If you did not find it there, please also check another section in Device Manager called "System Devices" 
  4. Double click on "Intel Smart Sound Technology for USB Audio"
  5. Select "Driver" tab and click "Disable Device". You will see a warning -> click "Yes". 
  6. You will then be asked if you wish to restart your computer now. Select Yes

 

Still not working

This has been the only repeated issue. If your microphone is still not working or have different microphone problems, or not related to Windows, please contact us directly to analyze the case.