No audio on some computers when using 3CX Web Client outside the office

[AlexKor]

Hi,
We are experiencing an audio issue with the 3CX Web Client on some computers.

• Version: 20.0.8.1121
• Server is behind NAT
• All required ports are forwarded
• Microphone permissions are allowed in the browser and operating system
• The issue occurs when users are outside the office and use the 3CX Web Client in a browser

Issue summary:

• On some computers, there is no audio during calls when using the browser outside the office.
• The same users have audio when using the 3CX mobile app on their phones.
• Browser and operating system microphone permissions have been checked and are allowed.
• The problem appears to affect only certain computers or browsers.

Could you please advise what we should check?

 

[Alphabetic]

Does 3CX firewall test pass?

What do the computers have in common?

What are "audio issues"

Can you perform echo test *777

Browser addons?

Can you try the 3CX Windows App.

 

[NikosT_3CX]

As an aditional note, the destination ports the Web client is are the Audio ports of the PBX.
The Web Client will first make a stun request towards the PBX and then when it gets its ports, it will send the
audio to the PBX on the below ports.
So, run the firewall checker in order to ensure 100% that these are setup properly.

https://www.3cx.com/docs/manual/firewall-router-configuration/

• Port 9000-10999 (inbound, UDP) for RTP (Audio) communications, i.e. the actual call. Each call requires 2 RTP ports, one to control the call and one for the call data, so the number of ports you need to open is double the number of simultaneous calls.

 

[AlexKor]

Thank you for your responsiveness. I will try that. All required ports have already been forwarded on our side.
The most unexpected thing is that everything was working before, and then it suddenly stopped.

 

[KyriacosS_3CX]

Hello,

Is this sitting inside a NAT, with other services sharing the IP? I think your port forwarding is off.