3CX Hold Music Not working with verified files

[nfletcher2]

So we have a customer that we just upgraded to the most recently release of 3CX 15.5 last weekend. The server is running on a Windows server 2012 R2 VM, running on a 2012 R2 host. We upgraded them from version 12 to 15.5 (not directly, we went to 12.5, then 14, then 15)...

So when the customer was on version 12 this is how hold music worked...

There was an iPod that playing licensed music connected with an aux cable to a USB sound card. There then was a USB Server software that shared that USB connection to the VM. The VM then used the line in option with 3CX to play the hold music.

Obviously 3CX has changed how this is handled on version 15.5. So we created a playlist and converted it to the requirements that 3CX requires for audio files. We then created a playlist in 3CX and set that to the hold music. When this playlist is set there is no audio when on hold.

Our original thought was the audio files. So we copied them to our phone server (which is also on 15.5), created a playlist with the same files and set to hold and they work.

I am a little lost as to why the same audio files would work on one 3CX 15.5 server but not another.

Thoughts?

 

[craigreilly]

is the audio service running?
what happens if you call voicemail ext - audio?

 

[nfletcher2]

is the audio service running?
what happens if you call voicemail ext - audio?

Yes, all services are running. If I set the Music file 0 (Settings > Music On Hold Settings) back to the default "onhold.wav" it works properly.

Can you clarify on what you mean the voicemail extension audio? I assume the voicemail audio is working correctly as this is a fairly large customer and we have not received any support calls related to voicemail audio.

 

[craigreilly]

Services are running... and standard on hold is working... so that doesn't seem to be the issue - so don't worry about Voicemail.

Not sure now - since the files are working on another machine.

 

[nfletcher2]

Services are running... and standard on hold is working... so that doesn't seem to be the issue - so don't worry about Voicemail.

Not sure now - since the files are working on another machine.

It really is bizarre. Unfortunately, hold music is pretty important to this customer so hopefully we can figure something out!

Anyone else have any thoughts?

 

[nfletcher2]

Services are running... and standard on hold is working... so that doesn't seem to be the issue - so don't worry about Voicemail.

Not sure now - since the files are working on another machine.

To add to this...

I took the onhold.wav file provided by 3CX and added it to a playlist. Then I set that playlist to the General MOH and it will not play. This tells me there is something wrong with the Playlist functionality and not the audio files themselves...

 

[nfletcher2]

Services are running... and standard on hold is working... so that doesn't seem to be the issue - so don't worry about Voicemail.

Not sure now - since the files are working on another machine.

Okay so maybe you can help with this =. Doing a little digging and apparently it appears I overlooked the services earlier. All services are running, but the AudioProvider service is missing. Looking at the working system, that service is present. Doing a little research on this missing service I am seeing that many users had to uninstall and reinstall with the package including the hotel service.

https://www.3cx.com/community/threads/15-5-hotel-module.49111/

https://www.3cx.com/community/threads/3cx-server-missing-audioprovider-service.51854/

But the odd thing is most are seeing the issue from not doing a fresh install. We were on 14. We took a backup on 14, uninstalled, installed 15, and restored. Also, I am seeing Hotel Services listed under the settings.

Thoughts?

 

[craigreilly]

3CX PhoneSystem Media Server is what I was referring to.
I am on a legacy upgrade and do not have the Hotel Services section.

 

[curtcar21]

I know that when we originally deployed an on site system the MOH did not work. I had to uninstall/ re-install and I could not remember why I had too. So I just looked at their system and the Hotel Services are installed. So yes uninstall and re-install Im 99% sure that fix the problem. As I remember it was straight forward process. I know I was nervous about doing but everything turned out fine

 

[curtcar21]

When you are done make sure its in the correct audio format. I've had files in a playlist not play due to wrong format.

 

[craigreilly]

When you are done make sure its in the correct audio format. I've had files in a playlist not play due to wrong format.

This is not likely to be the issue since they play on another 3cx instance.

I am a little lost as to why the same audio files would work on one 3CX 15.5 server but not another.

 

[curtcar21]

Yes I realized that. I have a bad problem of not reading things completely through. One day hopefully soon I will over come it. But a re-install is definetly needed I remember doing that for our client.

 

[curtcar21]

now back to my problem of cell app not working on beta. any thought Craig? Works on wifi not on sprint or verizon network

 

[nfletcher2]

I know that when we originally deployed an on site system the MOH did not work. I had to uninstall/ re-install and I could not remember why I had too. So I just looked at their system and the Hotel Services are installed. So yes uninstall and re-install Im 99% sure that fix the problem. As I remember it was straight forward process. I know I was nervous about doing but everything turned out fine

Yes, anytime I click the uninstall button it makes me very nervous. No matter how many backups I have in place. This specific customer was on 12 so I had to uninstall/install multiple times to get them to 15. Speaking of this process, I wonder if 3CX plans to keep this process long term or if they will every build the major update process into 3CX.

So is there a specific .exe installer I should use that includes something I am missing? Or are we thinking there was just an issue on install and the service is missing?

 

[nfletcher2]

now back to my problem of cell app not working on beta. any thought Craig? Works on wifi not on sprint or verizon network

When on WIFI, are you on the same network as the 3CX server? If yes, then it sounds like an issue with the traffic not getting back to the phone server when on cellular. You mentioned Beta, did it ever work?

 

[curtcar21]

I always make multiple backups before I uninstall too. Should'nt be nerve racking but it is. (for me anyway)I believe the service was just missing. This was about a year ago for me so I dont remember specifics. Just pay attention and take your time. It will be fine. Let me know how things work out. Also on 3cx app it never worked outside of wifi since installing beta. Nicky from 3cx has reached out to me. From what he said and from what I see it may have something to do with IVP6.

 

[YiannisH_3CX]

Please note that you will need to re-install the system using a backup and the latest installer. You can download the latest version of the PBX here: https://www.3cx.com/phone-system/download-links/
Let us know if that works