Can't mute my Zoom certified microphone

[chenzhenjiang]

A microphone issue in my microphone product.

My microphone product has a touch button for mute/unmute switching， and passed Zoom certification.

The issue is: 

My microphone is working with Webex, microphone can't mute when I tap the touch on my microphone product.

But I can see microphone icon of Webex is unmute->mute->unmute. 

I catch a log, and it seems Webex send a unmute HID command to my microphone each time when my microphone becomes to mute.

This issue is reproduced on some Win11 laptops.

Someone could help me? Thanks everyone.

[sandiban]

Hi @chenzhenjiang,

Thanks for sharing the details here, however I'm not exactly sure still what is the issue here!
From the provided details, looks like the Microphone devices is working fine with the Webex, but this below statement is confusing me - 
"My microphone is working with Webex, microphone can't mute when I tap the touch on my microphone product."

So, is it working with Webex or, not working?
And also - since it's a Zoom certified product, that doesn't actually guarantee that it'd work same way for Webex as well.
The same Microphone device commands might not work for Webex or, even same for any third-party brand microphones.

For the best in-meeting experience with Webex, we'd advise to purchase a Cisco authorized microphone as listed out here - https://www.cisco.com/c/en/us/products/collaboration-endpoints/headsets/index.html

Let us know if you've any further queries here.

Regards!
Sandip

[chenzhenjiang]

Dear Sandip:

Thanks for your support!

I will provide more details about the issue.

1. When my microphone product connected to Webex, I could use it to communicate with others, communication is fine.

The only problem is that when I press the button on the microphone to trigger mute, I found that the mute icon on Webex will change from unmute -> mute->unmute. So I met the problem "can't mute". 

2. I mentioned that my product is certified by Zoom, not because I expect Zoom's features to work on Webex. It's because we found that after adding Zoom's standard HID command, the "can't mute" problem appeared on Webex. Before that, the product did not have this feature of Zoom, and there was no "can't mute" problem when used with Webex.

3. I catched a log, and it seems that any APP send an unmute command to product. This results in a situation when my product is muted, then unmuted by another command, and ultimately cannot be muted. 

After exit Webex, the problem no longer occurs. Only happens on using Webex.

So I guess unmute command is sent by Webex.

Hopefully this information will help you analyze!

Best Regards!

Zhenjiang Chen