3cx App calls are glitchy hard to hear

[dfechete]

Hello,

One of our clients has an office in India and they say while using the 3cx app on cell phones they can`t hear their clients. Audio is stuttery, choppy...
I had them test this from their office while connected to the Wifi, and while Wifi is off.
I also had them check this from home. They live in different parts of town.

Same thing happens.

They started using the webapp from their laptops at the office and that worked fine. However we need a solution for the phones.
Here is what they use:

No Mobile Operating System
1 Realme Note 9 Pro 5G Android 13
2 Redmi Note10 Plus Pro Android 13
3 One Plus Nord 2 5G Android 12
4 Realme Note 9 Pro 5G Android 13

 

[ThomB_3CX]

Hi @dfechete

Thanks for your feedback.

Could you also provide me in PM the app's verbose logs in order to understand what's going on and help you out with their issue?

1. Enable Verbose Logs: “Android App Settings (top left hamburger menu) > Settings > Advanced > Troubleshooting > Enable verbose logging”.
2. Reproduce the issue and “Send log report”: Android App Settings (top left hamburger menu) > Settings > Advanced > Troubleshooting > Send Log Report

It would also be useful to request PBX logs as there can be many points that could cause such audio issues.
Here is a link showing how to capture logs from the pbx:
https://www.3cx.com/docs/collecting-logs-for-3cx-support/

Thanks

 

[dfechete]

hi @ThomB_3CX

I was able to get 2 logs from phones if this helps.
As for the system logs I couldn`t have them recreate the issue in time but will try again.

 

[ThomB_3CX]

Hi @dfechete
Unfortunately the logs do not contain any useful data. There is no call being initialized.
After enabling verbose logging, did they try to reproduce the issue?

Steps should be to:
Enable Verbose logging
Make a call. This will give us the data we need
Terminate the call after reproducing the issue
Send the log report

Thanks

 

[dfechete]

ok I had the employees to exactly what you said.

here are the logs.

 

[ThomB_3CX]

@dfechete
Firstly, thanks for your reply.
I have downloaded the logs and removed them from the forum.
Please going forward, send us any logs via Personal Message [Please attach the link to refer back to your forum request].

We have analysed your logs provided and what we could see is the below
burst (min/max/avg/dev)=2/30/3/1 frames lost=174 discard=27 empty=26

This indicates lots of lost packets and is not 3CX app related.
It may depend on the network, wifi access points, heavy server traffic, network, PBX, firewall etc

If you need more assistance, please contact our support department to investigate further your issue

 

[dfechete]

I have downloaded the logs and removed them from the forum.
Please going forward, send us any logs via Personal Message [Please attach the link to refer back to your forum request]

Thank you I`m still new to your forum. this being my second thread

Packet loss was my first thought however they say it works fine with laptops connected to the same wifi and using the windows app and web app.
Also calls seem to be bad while at the office on wifi, on mobile data and even from their homes both on wifi and mobile data.

That`s why this is so confusing.

 

[SteveITS]

Can you view CPU usage/processes on the phone? Excessive CPU can cause packet loss, and if it follows the phone...

 

[dfechete]

I`m not sure how to have the employees do that.

 

[SteveITS]

I have only had iPhones so am not either. Looks like there are developer tools and apps though: https://duckduckgo.com/?t=ffab&q=android+app+view+cpu+usage&ia=web

Put a different way, does it happen on a new or wiped/reset phone?

 

[dfechete]

good question. I`ll have to see if we can get them a new phone to test.