User profile for user: Community User
Community User Author

How to fix choppy sound in wired Logitech headset, that started after updating macOS

I installed a few updates yesterday and after that, the sound in my Logitech wired headset started coming out choppy. The sound is distorted every 0.25 seconds - as if someone muted the sound regularly every quarter of a second, but instead substituted the gaps with static.


The following are the updates I installed:


Based on troubleshooting, the following are some observations:

  • The same headset is working fine in another MacBook Pro that doesn't have the updates.
  • The built-in speakers in my own MacBook Pro are working fine.
  • The problem is not isolated to one of the USB ports. I observe it in both the ports.
  • The same headset was working fine on my machine a day before I installed the updates. I don't remember doing any system level changes between then and now, except installing those updates.
  • I haven't tested any other headset in my machine. So I am not sure if the headset brand or model has anything to do with it.
  • I haven't tested any 3.5mm headsets so I am not sure if the problem is with USB headsets only.


This made me conclude that the updates somehow are causing problems with either the USB ports themselves or the audio output through them.


Some solutions that I considered but didn't choose to pursue:

  • Removing Sierra and going back to El Capitan. It would cause huge inconvenience - creating the backup, creating the installation USB, restoring data. Also this is a corporate machine and I am not sure if I am allowed to do it or what is the process.
  • Approaching my corporate help-desk is something I've considered, but they'd probably just ask me to get another headset. I don't want to go through the approval process again.
  • I didn't configure Time Machine so I can't go back to any point in the past.


Is anyone else facing this issue? How can I resolve this?


My headset is a USB wired Logitech H340. This is the product page: https://www.logitech.com/en-in/product/usb-headset-h340?crid=36. This is the information reported about the headset, by my Mac:

Product ID: 0x0a38

Vendor ID: 0x046d (Logitech Inc.)

Version: 1.15

Speed: Up to 12 Mb/sec

Manufacturer: Logitech Inc.

Location ID: 0x14100000 / 12

Current Available (mA): 500

Current Required (mA): 120

Extra Operating Current (mA): 0


My system configuration

macOS Sierra 10.12.4 (16E195)

Model Name: MacBook Pro

Model Identifier: MacBookPro11,5

Processor Name: Intel Core i7

Processor Speed: 2.5 GHz

Number of Processors: 1

Total Number of Cores: 4

L2 Cache (per Core): 256 KB

L3 Cache: 6 MB

Memory: 16 GB

Boot ROM Version: MBP114.0172.B16

SMC Version (system): 2.30f2



Thanks,

Senthil Kumar

MacBook Pro with Retina display, macOS Sierra (10.12.4), null

Posted on Mar 31, 2017 12:17 AM

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19 replies
User profile for user: Community User
Community User Author

Mar 31, 2017 4:34 AM in response to OGELTHORPE

Hi OGELTHORPE,


I reset the NVRAM as per the link you provided. It didn't fix the problem.


I am not 100% sure if I reset it correctly because two things happened:

  1. I held down the Alt + Cmd + R + P key combination right after pressing the power button, until I could hear the second startup sound. That is what all articles, including the one you linked above mention.
  2. But, none of the other things mentioned - like my timezone, display resolution etc were reset. They all have persisted!


Either way the problem still persists. If you think I have not reset it properly, can you let me know how I can be absolutely sure that I reset it?



Thanks,

Senthil Kumar

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User profile for user: GABarber
GABarber
User level: Level 1
27 points

Apr 1, 2017 3:20 PM in response to Community User

This is a bug introduced in 10.12.4 and hundreds of users have reported it.


I fixed mine by rolling back to 10.12.3 - some others report using an external non-powered usb hub fixes the issue.


If you are still under support - call Apple and complain. When I called support acted like they never heard about it - even though there were close to 100 reports in the community at the time.

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User profile for user: OGELTHORPE
OGELTHORPE
User level: Level 9
57,329 points

Apr 1, 2017 4:35 PM in response to GABarber

You say that 'hundreds of users have reported it' and then you say 'were close to 100 reports in the community'.


In the first case, the use of the plural must indicate a minimum of 200+ people have reported this phenomenon. Where is this information located?


How did you arrive at the number of posts in the Apple Support Community and how close to a 100 are there?


Ciao.

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User profile for user: Community User
Community User Author

Apr 2, 2017 1:41 AM in response to GABarber

Hi GABarber,


Thanks for the info. I'll see if I can get a hold of an external hub.


But, how did you rollback to 10.12.3? I couldn't find any link or button in the App Store user interface that allowed me to remove the installed update (10.12.4). Please let me know the process you followed for the rollback.


With regards to calling Apple Support, my machine is under some complex corporate lease plan with a supplier. So, I wanted to find out if there is any quick solution, before I take the plunge into my employer's help desk process.



Thanks,

Senthil Kumar

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User profile for user: OGELTHORPE
OGELTHORPE
User level: Level 9
57,329 points

Apr 21, 2017 9:14 AM in response to douglasb

douglasb wrote:


Why are you trolling his support issue? I'm here with the exact same problem after upgrading to 10.12.4 like apparently hundreds of other people.

Your use of the word 'apparently' indicates speculation, not fact. Your link to Appleinsider does not strengthen your argument. Note that they start their article with the word 'some', which is how many?


Too often people use adjectives and blind estimates that when challenged turn out to have no credibility due to the absence of any hard evidence to substantiate their claims. Apparently you fall into that category.


Ciao.

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User profile for user: douglasb
douglasb
User level: Level 1
16 points

Apr 21, 2017 10:07 AM in response to OGELTHORPE

"Chat Origin: 573500000008OjB

Agent Rene

Chat Started: Friday, April 21, 2017, 08:15:21 (-0700)

( 1m 48s ) Rene: Hello Douglas, my name is Rene. Thank you for contacting Plantronics Support. Please give me a moment while I review your question.

( 2m 56s ) Douglas: ok thanks

( 6m 22s ) Rene: Good day! We are aware of this issue and has been escalated to engineering which was determined to be an MAC issue, I suggest contacting Apple customer support to inform them.

( 7m 10s ) Douglas: thx"


Apparently, you are dismissed.

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How to fix choppy sound in wired Logitech headset, that started after updating macOS

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