Troubleshooting | MTR HID USB connection not behaving as expected

Learn how to diagnose and resolve MTR HID USB connection issues.

Updated at May 5th, 2023

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Table of Contents

Affected Products

Hardware Model/Series  


MTR HID USB connection not behaving as expected. Pressing the Phone Mute button causes the call to disconnect.


If the Microsoft Teams Room (MTR) computer has been selected as Skype Calling, then the HID does not respond as expected.

Solution | Workaround

To resolve:

  • At login, select the Teams Calling feature on the MTR computer.
  • Refer to the Microsoft documentation for checking and adjusting settings.
  • In the Microsoft Teams admin center, go to Org-wide settings > External access, and then turn off Users can communicate with Skype users. For step-by-step guidance on how to configure this and other external access settings, see Manage external access in Teams on the Microsoft website.