3CX Desktop App Audio Issues

[daniel.marsh]

Hi All
I'm hitting a weird and wonderful problem.
One of my users has the 3CX app on her laptop. When we first completed a call through the desktop app, it was working without any issues.
She then plugged her monitor it (which has inbuilt audio) and it killed the audio from the app. I've disabled those audio outputs entirely now but the desktop app has stopped working.
Troubleshooting steps:
Removed the monitor and restarted the application
Disabled the audio from the monitor
Unplugged the monitor
Rebooted the laptop
Changed the default audio settings
Nothing is bring audio input/output back and it's happened on 2 devices so it's definitely the monitor that has broken it but any suggestions are welcome

 

[fortech]

Hi, can you try a few other sanity test things such as

(a) test her 3cx - web client - on a different device, just as a sanity check, in the same network, incognito-mode browser is fine for this test, you just want to test her 3cx / web agent / same network context / different device. Where presumably you have already got good known working audio (mic and speaker) config.
(b) test on problem-user-laptop - some simple things like audio playback testing - youtube video - is ok? test audio recording use windows built-in mic app for example, then test playback, is all ok ?
(c) if your above (test-B) is ok then move on to an incognito browser on her laptop - go to 3cx web portal - sign in as her - then test 3cx call and see how audio behaves using the laptop speaker-mic integrated parts which you tested-as-ok-in-step-(B) ?

ie, this kind of feels like something 'special' about the ?monitor HDMI audio' will not relinquish the speaker output target? (I've seen HDMI monitors take over 'system sounds' before, nothing to do with 3cx, when you plug an HDMI monitor sometimes windows defaults to 'send audio to the monitor via HDMI cable' even if the monitor has no speakers - very annoying).

Tim

 

[SteveITS]

The Desktop App is deprecated anyway, one should be using the web client/PWA or Microsoft Store app.

Any of them have a setting for which speaker to use, inside the app…to what is that set?

 

[daniel.marsh]

Hi, can you try a few other sanity test things such as

(a) test her 3cx - web client - on a different device, just as a sanity check, in the same network, incognito-mode browser is fine for this test, you just want to test her 3cx / web agent / same network context / different device. Where presumably you have already got good known working audio (mic and speaker) config.
(b) test on problem-user-laptop - some simple things like audio playback testing - youtube video - is ok? test audio recording use windows built-in mic app for example, then test playback, is all ok ?
(c) if your above (test-B) is ok then move on to an incognito browser on her laptop - go to 3cx web portal - sign in as her - then test 3cx call and see how audio behaves using the laptop speaker-mic integrated parts which you tested-as-ok-in-step-(B) ?

ie, this kind of feels like something 'special' about the ?monitor HDMI audio' will not relinquish the speaker output target? (I've seen HDMI monitors take over 'system sounds' before, nothing to do with 3cx, when you plug an HDMI monitor sometimes windows defaults to 'send audio to the monitor via HDMI cable' even if the monitor has no speakers - very annoying).

Tim

Thanks Tim
I tried the web client, same issue
Youtube playback works fine
Teams works without issue
Tried the 3CX app from Windows Store instead, same issue
Tried Incognito, same issue

 

[KyriacosS_3CX]

Hi,

What audio devices is the app showing as being used? Perhaps it just got stuck on a device that is not valid.

Best,
K.

 

[daniel.marsh]

Hi,

What audio devices is the app showing as being used? Perhaps it just got stuck on a device that is not valid.

Best,
K.

I set it to use the Microsoft Array for the Mic and Speakers for sound but no sound is heard or transmitted. I'm confident that monitor caused it but I can't figure out how to undo what automatically happened to restore it

 

[KyriacosS_3CX]

Any other audio options? If they are changed to something else does it work?

 

[daniel.marsh]

Any other audio options? If they are changed to something else does it work?

I attempted to use external USB headset and the Audio jack, neither worked

 

[KyriacosS_3CX]

But did you go and select those as the audio device in the app?

 

[daniel.marsh]

But did you go and select those as the audio device in the app?

I did using all 3 versions