Sennheiser Headset Integration Not Working in Edge After 2020-07 Windows Update

[dlarson]

We had been using the Sennheiser headset integration in Edge (Chromium) browser extension for several weeks without problem. Yesterday, we had a couple of users getting "Error connecting to HeadSetup Pro" in the Edge browser extension. Both of them had the 2020-07 Windows 10 cumulative update (for 1909/2004 & .net framework) applied. Mine integration was still working but I hadn't had the 2020-07 updates applied. Last night I restarted to apply the 2020-07 updates and the headset integration was still working afterwards, so I shut down. After starting up this morning, I am now receiving the same error.

We have tried reinstalling the browser extension, but nothing seems to work. I did try using Chrome and that one does work, so it seems to be a problem only with Edge.

Has anyone else seen this problem?

 

[Constantinos Constantinou]

Hello @dlarson ,

Can you please try to do the same scenario with the WebClient? Disable the Edge Extension and open the Web Client with Edge Browser.

Configure the Headset Integration and let me know if you can get the integration working.

 

[dlarson]

I just tried and get the same error in the Edge browser after disabling the Browser Extension and configuring the headset integration in the browser. "Error connecting to HeadSetup Pro"

 

[Constantinos Constantinou]

Try to replicate it also with Chrome Browser.

Also is it possible to have the Chrome and Edge Browser build versions?

 

[dlarson]

It seemed to work in the Chrome browser extension earlier, but now it doesn't work in the browser or extension.
Edge is Version 84.0.522.40
Chrome is Version 84.0.4147.89

 

[dlarson]

In Chrome, after switching back to the Webclient tab, the message briefly displayed something like "Socket connected message was not received" and then switched back to "Error connecting to HeadSetup Pro".

 

[Constantinos Constantinou]

The version of the HeadSetup Pro please. Share a screenshot if it is possible.

 

[dlarson]

HeadSetup Pro is now EPOS Connect.
EPOS Connect 4.1.0.352

 

[rfcomms]

Same here - again, Windows updates I think.

 

[Constantinos Constantinou]

Hello @rfcomms ,

Can you please also let us know what version of Chrome Browser and EPOS Connect you are in ?

We would like to double check our conclusion.

 

[IT Planungsgruppe]

Version 84.0.4147.89 (Offizieller Build) (64-Bit)

EPOS Connect 4.1.0.352

 

[rfcomms]

Chrome Version 84.0.4147.89 (Official Build) (64-bit)
EPOS Connect 4.1.0.352

 

[Constantinos Constantinou]

Thank you all for your feedback. I'll get back to you, as soon as I have an update about the issue.

As a first draft reply, it seems that Sennheiser utility is not compatible with the latest Chrome/Edge Browser build.

 

[JohnS_3CX]

We have confirmed that with EPOS v4.1.0(352) the failure is due to the browser rejecting the EPOS service due to the fact that is uses TLS 1.0/1.1


Sennheiser has been informed by 3CX and they recommended that customers facing this issue contact Sennheiser Support directly.

 

[Jason Hayes]

We have confirmed that with EPOS v4.1.0(352) the failure is due to the browser rejecting the EPOS service due to the fact that is uses TLS 1.0/1.1
View attachment 17142

Sennheiser has been informed by 3CX and they recommended that customers facing this issue contact Sennheiser Support directly.

Sorry very confused, Sennheiser/EPOS is a support headset by 3CX, why are we as customers of 3CX being asked to contact Sennheiser? Should 3CX not be working with Sennheiser/EPOS to resolve this issue?

 

[JohnS_3CX]

Hi Jason,

> why are we as customers of 3CX being asked to contact Sennheiser?
As mentioned above, this is their recommendation. This makes sense since you are also a Sennheiser customer, and the issue is currently the EPOS software

>Should 3CX not be working with Sennheiser/EPOS to resolve this issue?
As above, this has already happened where the issue has been identified and reported to the manufacturer

 

[Hystiff]

Hi guys,

I called EPOS today and you need to do the same.
Seriously, they are only a phone call away. Do it, it will give us some voice.

>>> https://www.eposaudio.com/fr/fr/contact <<<
My request number @EPOS is #94285.

I really don't care if the issue is with 3CX or EPOS (currently EPOS...), I just want my clients back on tracks.

Many thanks

 

[Jason Hayes]

H

Hi Jason,

> why are we as customers of 3CX being asked to contact Sennheiser?
As mentioned above, this is their recommendation. This makes sense since you are also a Sennheiser customer, and the issue is currently the EPOS software

>Should 3CX not be working with Sennheiser/EPOS to resolve this issue?
As above, this has already happened where the issue has been identified and reported to the manufacturer

I did log a call to EPOS via their support section on their website (not heard back yet about from their have acknowledge the case). I had hoped as EPOS Headsets are "3CX Supported Headsets", that 3CX would have more influence and would take up the case with EPOS, without 3CX customers having to do so.

Whilst I understand the more people that contact EPOS the better, as you have listed on your website "Sennheiser Announces Partnership and Product Compatibility with 3CX" and have a guide on how to configure EPOS with 3CX, that EPOS would not tell 3CX to ask their customers to contact them, one by one. What are EPOS going to ask us to do, to make the headsets work again?

I did as you ask us to do, contacted EPOS, happy to supply my EPOS Case Number in a Private chat if that helps?

 

[dlarson]

After opening a case with EPOS Global Support yesterday and providing more information today, they responded: "This issue has already been escalated and we are working on a fix with highest priority." and that they will contact me with a timeframe for a fix ASAP.

Thanks 3CX Support for the quick diagnosis of this problem.

 

[JohnS_3CX]

@Jason Hayes there's really not much more to say other than allow them some time to correct the issue and release their update (since they are aware and working to resolve it).

As for why to contact them, I cannot comment but I would contact them anyway as a Sennheiser/EPOS customer. To speculate, they may provide some people with an updated version to get confirmation that it works in the field before the official update comes out. We do something similar via our Beta program, so keep an open mind