Sennheiser HeadSetup Pro won't open

[SteveITS]

I realize this isn't a 3CX specific question but I'm hoping someone has run into it. Sennheiser L1 support didn't have any ideas and escalated the ticket.

We got a Sennheiser SD Pro2 to test. By itself it works fine as a microphone/speaker with 3CX (I can talk on calls, etc.). If I install their 3CX plugin and their HeadSetup Pro software (running it as a local admin, which is a different user account, since I run as a standard user) it installs fine. However when I open it HeadSetupPro.exe shows in Task Manager as a background task and there is no GUI or tray icon. If I try to pick Sennheiser in the web client in Chrome it shows a red “Error connecting to HeadSetup Pro” message, presumably because the software isn't running successfully.

Another tech here (without a Sennheiser headset) installed the software on his PC (as his local admin) and it opens fine under his standard user account.

If I log in to my PC as the local admin user the HeadSetup Pro program opens, I can update the device firmware, it shows the 3CX Windows client as the softphone, and I can pick it in the webclient, although I still can't get the headset button to answer or hang up a call.

I did try uninstalling, restarting, and reinstalling.

Thanks,
Steve

 

[SMF Media]

I haven't used this before but what you are describing sounds like windows blocking the application.

You can try disabling User Account Control. Set the slider to the bottom (which doesn't actually shut it off completely).

If it still doesn't work try shutting it off via the registry.
HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System
"EnableLUA"=dword:00000000
Then reboot.

Also find the folder within program files and give everyone full control permissions.

See if any of those are solutions.

 

[SteveITS]

The slider is per user so I can't turn it off (the bottom two notches require you to be a local admin to set them). In any case security changes are not required on the other PC where the user is a standard user. I did make myself an admin (assuming that would also fix any UAC issues) and ran it that way; same behavior. I tried removing the installed Realtek audio driver so Windows would install its own, and tried updating the video driver also. I'm not sure what else would be different on my PC.

 

[SteveITS]

I just logged in to my PC as a different standard user account and the HeadSetup Pro software opens there just fine. So it must be something in my user profile.

 

[SteveITS]

For what it's worth we duplicated the problem with HeadSetup Pro not opening on a different PC and different user. I called Friday and they supposedly escalated the case but we haven't heard back from Sennheiser since then.

On the PC where HeadSetup Pro does open, it does interface with the 3CX Windows client as long as HeadSetup Pro opens after the 3CX Windows client...unfortunately by default they both run on login, at the same time.

 

[SteveITS]

Sort of a workaround on this...worked with Sennheiser a while today. On my PC we found if we uninstall HeadSetup Pro, restart, delete everything from c:\ProgramData\Sennheiser, registry, etc. then I can "run as admin" and get it to open. I need to run the 3CX client as an admin to tie them together. So at login I'd need to close the 3CX Windows client, end the HeadSetup Pro task, run 3CX as an admin (its plugin launches HeadSetup Pro) and it's "good" except of course running as an admin. I can't drag .3cxconfig files to it while it is running as the admin so need to log in as the local admin user to configure extensions.

The other PC here where it wouldn't open didn't run it as an admin, if he does that it opens (edit: no need to delete anything). We have two other PCs where it does not need to run as admin.

Sennheiser is going to escalate it further and see if they can come up with anything else.