Subject: RE: Quality Issue - GSP 670 with Cyberpunk 2077 and Red Dead Redemption 2 Games
From: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
To: "Matthew Broadley (MAEY)" <[email-masked]>, Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>, deeksha <[email-masked]>
Date: Tue, 15 Dec 2020 07:07:33 +0000

Hi Matthew,

Great job. Thank you!

@Pritish Nandi<mailto:[email-masked]> could you please share this with LSM team?

Best regards,
Josephine Veena Dorairaj
Technical Support Specialist
+45 4470 0119
+45 2168 4511
Sennheiser Communications A/S· Industriparken 27 · DK-2750 Ballerup · Denmark

eposaudio.com<https://www.eposaudio.com/> · Follow us here
<https://www.facebook.com/sennheisergaming/>  <https://www.instagram.com/sennheisergaming/>   <https://www.youtube.com/user/sennheisergaming>   <https://twitter.com/SennheiserGamer?s=20>   <https://www.linkedin.com/company/eposaudio/>

From: Matthew Broadley (MAEY) <[email-masked]>
Sent: 15. december 2020 03:13
To: Pritish Nandi <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>; deeksha <[email-masked]>
Subject: RE: Quality Issue - GSP 670 with Cyberpunk 2077 and Red Dead Redemption 2 Games

Hi all,

I have reproduced the issue on build 1.04 of the game. The issue is not present in 1.03 of the game. This indicates that the problem is caused 100% by the latest update for the game.
Temporary workaround for those with audio issues that are not due to the sample rate but related to the surround sound:
1. Open control panel > sound.
2. Under the playback tab, open the properties of the device.
3. Open the Advanced tab and disable signal enhancements, as shown below.

Best regards,
Matthew Broadley
Global Support Expert
EPOS Audio Australia Pty.Ltd. · ​Suite 4, Level 4, Building B · 11 Talavera Road · North Ryde · NSW 211

<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2Fen%2Fdk&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837927099%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=52bL7h%2FMN6l1vb%2BT8ZtsueaNC45ChJILQvllU0%2B3r4s%3D&reserved=0>

​
eposaudio.com<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837937095%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=k4gODlUGGPDsmRLj9x5QtHAbrH0QRp%2B%2FQwpyL%2BrQ3jg%3D&reserved=0> · Follow us here
​  <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Feposenterprise&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837937095%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=84sK%2FeI10dIWek687%2FvcAd8%2FWTfDDTKI3uNpd3YLOQI%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Feposaudio%3Flang%3Dda&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837947085%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=SFmmd4XH2ReUu1lSjX0kQTjNt2m4zwKGMEdmyI99GzU%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2Fmycompany%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837947085%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=oOCd0yzGeFx3BanZh%2B5C%2B8ndSsIHg0hAHLZ1zC0OJG4%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Feposaudio%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837957084%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=6MqTDICgRFimhmdBsjoc1W1dmPCadC5FRi0dS0jNhJU%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCKZSbHA_gj3OKwPnKa4cNaA&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837957084%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=3o%2B17e6c%2BHwJR3JJCSSdnFauc476FnGSp6e8SbRMrUM%3D&reserved=0>    ​

​

From: Matthew Broadley (MAEY)
Sent: Monday, 14 December 2020 8:16 AM
To: Pritish Nandi <[email-masked]<mailto:[email-masked]>>; Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>
Subject: RE: Quality Issue - GSP 670 with Cyberpunk 2077 and Red Dead Redemption 2 Games

Hi,

I forgot to ask if we can also gather peoples system spec’s if the issue continues after disabling virtual surround sound.
The issue could arise for some customers using lower-end hardware attempting to run the game and not having enough processing power to render the game and the audio as intended.

Best regards,
Matthew Broadley
Global Support Expert
EPOS Audio Australia Pty.Ltd. · ​Suite 4, Level 4, Building B · 11 Talavera Road · North Ryde · NSW 211

<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2Fen%2Fdk&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837967077%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=3oWc9X0aWaHVKZ%2BseRSONvOf8%2FvnH2FvxdNxF3FK3ZE%3D&reserved=0>

​
eposaudio.com<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837967077%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=ipmnCRPNz%2FDmmsFn%2FQbZI3RyCqtJXKEM0iRN1pM%2BtZA%3D&reserved=0> · Follow us here
​  <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Feposenterprise&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837977076%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=s56WbeNqXCq19JL6GuMQASnx6Aew7uExafzypL1mPhc%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Feposaudio%3Flang%3Dda&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837977076%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=3dDzzcFtVbMn2YhFywsykSplaC8ygiPSFYGTm2ga2ow%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2Fmycompany%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837987067%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=vM1MnV8sYW1%2FWwDG%2FsnYWMIpURfc436%2F4n1KR2Xi9RM%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Feposaudio%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837987067%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=6f1axa6sS71tGUs7wWQSFP7HMglQpjdwxEbGKlKzh4o%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCKZSbHA_gj3OKwPnKa4cNaA&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837987067%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=AxMzvRr3MQCcE5Yzgo40EriW75jZY05CcTQDjD8xiDw%3D&reserved=0>    ​

​

From: Matthew Broadley (MAEY)
Sent: Monday, 14 December 2020 8:10 AM
To: Pritish Nandi <[email-masked]<mailto:[email-masked]>>; Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>
Subject: RE: Quality Issue - GSP 670 with Cyberpunk 2077 and Red Dead Redemption 2 Games

Hello,

Please advise the users to disable 7.1 surround sound in gaming suite. Please confirm with customers that they are all on PC and not on and Xbox or Playstation. Many reports are coming in for all headsets on the market with high sample rates or with virtual surround sound. Unfortunately, the issue seems to be originating from the game itself so there may not be much we can do here.

A patch was released for the game about 24 hours ago. Please ask any remaining customers who are still experiencing the issue after switching from 7.1 to 2.0 if they have downloaded the 1.04 patch for the game.

As a workaround, you can exit out of gaming suite if the turning of virtual surround sound does not resolve the issue, while CD Project Red (the game dev) works on a fix.

Best regards,
Matthew Broadley
Global Support Expert
EPOS Audio Australia Pty.Ltd. · ​Suite 4, Level 4, Building B · 11 Talavera Road · North Ryde · NSW 211

<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2Fen%2Fdk&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837997057%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=GPcZkSDMwvXVIQSA6RZkJW7LKdYk1%2FM8xMl%2F7EH50m0%3D&reserved=0>

​
eposaudio.com<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951837997057%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=8KirtV02L8en6iwFJarWs%2FqV6649fJ7ug%2BogP1xgKiI%3D&reserved=0> · Follow us here
​  <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Feposenterprise&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951838007056%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=ujaVHrzWLoZReuWK1Vt6eUIhPa8%2BqKLLQcCMODbgUOg%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Feposaudio%3Flang%3Dda&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951838007056%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=03v4BHLFZE5dHEN%2B14KefLANT0H7Y0uHwVMdBxSHmbo%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2Fmycompany%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951838017050%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=H2RzEnOgSNgars4p6Jjlhs%2BUxf6sUiut7gvQeBd0uRg%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Feposaudio%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951838017050%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=xJ301AETMUf6U8a6qv9j6zx%2B5Vt2GOAxfkS7KlIUeCs%3D&reserved=0>   <https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCKZSbHA_gj3OKwPnKa4cNaA&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951838027044%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Xgqzyq6mZnyvoa1NMmBiP%2BEeMJufyci5v8Xsik%2F9WwQ%3D&reserved=0>    ​

​

From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, 13 December 2020 7:14 PM
To: Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>; Matthew Broadley (MAEY) <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>
Subject: Quality Issue - GSP 670 with Cyberpunk 2077 and Red Dead Redemption 2 Games
Importance: High

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi Josephine,

I hope you had a pleasant flight and reached home safely.

We have many tickets where customers are reporting "Static noise or cracking" when playing Cyberpunk 2077 or Red Dead Redemption 2 Games via GSP 670, GSX 300, Surround headset (awaiting confirmation from the customer on headset model), GSP 300.

This seems to be a quality issue. Could you please raise this to quality?

Below are the ticket numbers.

118712-
118281-
118746-
118700-
118445-
118742-
118370
118697
118501
118454
118443
118752
118227
118656
118530-
118150
117849

Also, the customers are claiming that the issue could be fixed by changing the sample rate under windows settings. However, that option with GSP 670 is disabled.

https://www.reddit.com/r/sennheiser/comments/katlm9/cyberpunk_2077_crackling_noise_g670_post_in_here/<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.reddit.com%2Fr%2Fsennheiser%2Fcomments%2Fkatlm9%2Fcyberpunk_2077_crackling_noise_g670_post_in_here%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951838027044%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=5MObt5ZlRncVMjvUCchx69t2KuPdlGx%2B8bEeKEct3bo%3D&reserved=0>
https://forums.cdprojektred.com/index.php?threads/audio-issues-crackling-sound.11040911/<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fforums.cdprojektred.com%2Findex.php%3Fthreads%2Faudio-issues-crackling-sound.11040911%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951838037038%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=IRnBgm0ViElK3OPcZVV2DkR8ReceyAQCCL3DJLgiFl0%3D&reserved=0>

Fix advised -

https://www.thegamer.com/cyberpunk-2077-crackling-audio-popping-hissing/<https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.thegamer.com%2Fcyberpunk-2077-crackling-audio-popping-hissing%2F&data=04%7C01%7Cjvdo%40eposaudio.com%7C6597d07dec654e2fe8da08d8a09ef25f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637435951838037038%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=MWJ1tkK5TgKYXSlDLnohvSn%2BRWvODKdReEFlTcwR7xY%3D&reserved=0>

Regards,
Pritish Nandi