Subject: RE: B20 recognition issue after FW update
From: "Daisuke Murata (DIUM)" <[email-masked]>
To: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Cc: "Matthew Broadley (MAEY)" <[email-masked]>, Marika Fujita <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Date: Wed, 25 Aug 2021 06:14:42 +0000

Hi Josephine,

We have collected the following tickets so far.
And yes, basically the same “unable to detect the device” appeared to each case.
Marika helped to collect necessary information along with JIRA template.

By the way, I also asked Pritish to collect similar tickets and separately report to you as other agents also came across with the same issue.
Below is only from Japanese customers.

Tickets

168343
168397 --> already returned so the detail is not fully provided
168774
169317

Solved
168848 --> “Update” appeared after several trial and could proceed to upgrade FW. Issue resolved.

Daisuke Murata
Technical Support Specialist
EPOS Japan
Mobile: 080-5105-4566

From: Josephine Veena Dorairaj (JVDO) <[email-masked]>
Sent: Monday, August 23, 2021 4:07 PM
To: Daisuke Murata (DIUM) <[email-masked]>
Cc: Matthew Broadley (MAEY) <[email-masked]>; Marika Fujita <[email-masked]>
Subject: RE: B20 recognition issue after FW update

Hi Daisuke,

I have seen 2 cases last week where B20 Mic was not detected in the Gaming suite but not after the update.

Could you please confirm if the device is not detected after B20’s update or after Gaming suite latest software version update?

Also Please check if the customers get the below message in the Windows PC when B20 is connected ?

Best regards,
Josephine Veena Dorairaj
Technical Support Specialist
+45 21684511
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Daisuke Murata (DIUM) <[email-masked]<mailto:[email-masked]>>
Sent: 23. august 2021 04:22
To: Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>
Cc: Matthew Broadley (MAEY) <[email-masked]<mailto:[email-masked]>>; Marika Fujita <[email-masked]<mailto:[email-masked]>>
Subject: B20 recognition issue after FW update

Hi Josephine,

Good day.
Marika kindly reported me 4 cases where B20 not being recognized in PC after the latest FW update.
We are collecting necessary info aligning JIRA bug template. Will be coming back to you, but have you received a similar/same issue at your side?

Daisuke Murata
Technical Support Specialist
EPOS Japan
Mobile: 080-5105-4566