3CX on Windows 10 (20H2) no audio out (but ringing OK)

[jamesnb]

Hello everyone,
We are now testing the 3CX client (v16.3.0.241) installed on Windows 10 64-bit, running latest version (20H2-build 19042.964)
The audio card was the onboard one, Realtek. It's working fine with Youtube, media player, etc...
We use 3CX on iPhone to call the 3CX on Windows 10, and we can hear it is ringing on the PC. We can pick the call up and then that's pretty much it. There is absolutely no sound come out of the speaker
What we have tried so far
- Port 5090 TCP/UDP has been opened in Windows firewall
- Setup "Audio" session, in 3CX app, to use the "Realtek audio"
- The phone and the computer is in the same LAN
- I read the thread somewhere that install the audio driver would help, but when we check the device manager, there is no updates for the audio driver...
- Someone said open the port 42000-43000 and 7000-8499 may help. Is it something like to allow in Debian, like "ufw allow 42000-43000/UDP" command line, etc...?
Any pointer would be appreciated

 

[ChrisC_3CX]

First off, please provide the relevant information mentioned here: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also:

• The version number mentioned for the 3CX Windows App, is this what you see in Settings(cogwheel icon) >> Advanced Settings >> About? Could you provide a screenshot of the exact version number seen?

• When you say you opened TCP/UDP Port 5090 on the Windows firewall are you referring to the Windows machine running the 3CX Windows App? If yes, it should not be required, it must only be forwarded on the 3CX PBX side.

• What happens if you dial the Echo Test extension from the 3CX Windows App.? Try it by dialing *777 and see if the issue persists.

• Is this the only Windows machine on this network running the 3CX Windows App and experiencing this issue?

 

[jamesnb]

• 3CX Server Version, e.g. Standard Annual 16.0.9
• 3CX Windows application: 16.3.0.241 (from About)
• Server OS, e.g. Debian 9 via Hyper-V
• Is the 3CX Server Hosted and where? 3CX server is hosted on premise
• IP Phone Make/Model/Firmware: N/A
• Provisioning Method: Local / VPN / STUN / SBC: LOCAL
• Trunk Provider or Gateway Make/Model: N/A
• Has the Firewall Checker passed: YES / All Green color on the dash board
• Are custom Phone Templates being used: NO

- Port 5090 TCP/UDP has been forwarded on the router. We have iPhones and Android phone are working well with the 3CX apps inside/outside the office
- Windows machine is a desktop, no microphone. We have a pair of speaker plug into the desktop and our audio comes out from this main speaker
- Calling *777 does not hear anything (as we do not have the mic). But when we dial, we hear the key tones. The desktop is rinning when being called but if we pick up the call, there is no sound coming out.
- The desktop being used to join Zoom and Teams meetings and in both case, we can hear other people talking.
Is this because we do not have the mic?

 

[ChrisC_3CX]

Regarding port forwarding, do bear in mind that if the 3CX Windows App is local to the 3CX PBX it will not use the 3CX Tunnel, therefore it will not use port 5090, rather it will use the PBXs configured SIP Port (default: 5060) for SIP.

The fact that you are not using a microphone may very well be related. If you had no microphone device available, all calls would've failed. The fact that they do not fail leads me to believe that you may have a device set as a microphone which is not actually a microphone. If this is the case, best thing to do to confirm it is to connect a microphone, at least temporarily, and make sure that it is set as the microphone device on Windows and in the 3CX App.

Let us know how it goes.