Solved 3CX Web Client No Audio

[Fenoni]

We just moved offices and had to reconfigure our firewall and everything is working except calls via the 3CX web client chrome extension. Our cell phone app and desk phones are working fine. Does anyone know what additional configuration may be needed for this extension to work correctly? The call connects but there is no audio. Any advice is greatly appreciated.

 

[rgruber]

I have had issues with this too. Not sure what the problem is. Could be a computer issue or an issue with extension. I am able to join a webmeeting and I have audio so I assume its with the extension. I don't think there was any mention in the last 3CX update of any changes to that extension so a fix may be a while out. There were several updates in the previous releases to the extensions and Edge Chrome. Try the new Edge Chrome just to make sure. Also, maybe try a brand new imaged PC with just a browser on it and updated drivers to rule out.

 

[JohnS_3CX]

Start from here please, and also include additional info about your firewall setup and location of users in relation to the PBX https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[Fenoni]

I have had issues with this too. Not sure what the problem is. Could be a computer issue or an issue with extension. I am able to join a webmeeting and I have audio so I assume its with the extension. I don't think there was any mention in the last 3CX update of any changes to that extension so a fix may be a while out. There were several updates in the previous releases to the extensions and Edge Chrome. Try the new Edge Chrome just to make sure. Also, maybe try a brand new imaged PC with just a browser on it and updated drivers to rule out.

Since it happened right after we moved offices a couple days ago I think it must be a configuration issue instead of an issue with the extension though.

 

[rgruber]

What did you have to change in your firewall? What about switches? Take a computer and plug it directly into your firewall and/or switch. Use a new patch cable and see if you have the same results. Also, if you have a core switch or virtualization, plug in somewhere where you have the least amount of hops to the 3cx server. Hopefully, that will help figuring out where the problem is.

 

[MidiTélécom]

I have the same issue on 3CX on premise, i check port forwarding all it's OK.
Audio good for everything (SIP Phone, Android/iOS App) except Webclient with ou without Chrome extension (local of the office or outside, same issue)

 

[JohnS_3CX]

@MidiTélécom @rgruber your cases may be something entirely different. You should run a capture on your PBX and on your webclient PC and compare them against each other, while a call is running (ie to *777).

This is what you would expect to see on a working system:

1. PC Capture: shows PC IP sending UDP traffic to your PBX IP
2. PBX Capture: showing incoming UDP traffic from your PC IP (or WAN IP if remote PC)

3. PBX Capture: shows PBX IP sending outgoing UDP traffic towards your PC IP
4. PC Capture: receiving UDP traffic from your PBX IP

I think the rest is self explanatory and you can figure out what blocks your audio traffic and eliminate it

 

[MidiTélécom]

I tried couple of scenarios, and only one working, it's when I receive a call on my WebClient, I hear the audio correctly.
If I call somebody I will have no audio.
In this scenario, I saw the both UDP traffic of the call between my PC and 3CX.

I don't really get it why that's happen. Do you have an idea ?

 

[JohnS_3CX]

I tried couple of scenarios, and only one working, it's when I receive a call on my WebClient, I hear the audio correctly.
If I call somebody I will have no audio.
In this scenario, I saw the both UDP traffic of the call between my PC and 3CX.

I don't really get it why that's happen. Do you have an idea ?

If in this problematic scenario you saw UDP packets leaving the PBX, and you also saw them incoming on your PC but could not hear anything, then I would recommend to run the same scenario, replicate the problem again, but this time have recording enabled on your extension. Afterwards, hear the recording and see the the other side was speaking.

If we confirm these 3:

a) speaking in the recording
b) UDP received on your PC
c) you could not hear anything

..then I would begin to suspect the PC, Audio Card, or Audio Settings, or Headset.
Because if the audio is being delivered and simply not played back to you then most likely the net communication is healthy, but the playback devices are doing something strange I would suspect

 

[Fenoni]

I tried couple of scenarios, and only one working, it's when I receive a call on my WebClient, I hear the audio correctly.
If I call somebody I will have no audio.
In this scenario, I saw the both UDP traffic of the call between my PC and 3CX.

I don't really get it why that's happen. Do you have an idea ?

Just giving an update here. We ended up having to reinstall the 3CX system (reinstall the linux image) and restore from an old backup. The issue was due to the system grabbing a new local IP by dhcp when we turned it on at the new office which messed up all the settings somehow. It's now set to the correct static IP after the reinstall and everything is working fine. When we checked the logs we were seeing entries for the wrong IP even when we updated it everywhere that we saw was possible in the 3CX configuration. Only after reinstalling and setting the IP correctly during the install did everything start working. Also make sure ports 9000-10999 are forwarded correctly to the server as well as 5060 and 5090.

 

[JohnS_3CX]

Very good news! @Fenoni

 

[JohnS_3CX]

@MidiTélécom Oh and by the way, also notice the ports of the UDP packets:

If they leave your PC from let's say port 57881 and with destination your PBX IP say port 10500 (outgoing UDP)

Then, you also expect to see incoming from port 10500 and destination your PC's port 57881 (incoming UDP)

If they arrive at the wrong port then we may have a problem

 

[MidiTélécom]

If in this problematic scenario you saw UDP packets leaving the PBX, and you also saw them incoming on your PC but could not hear anything, then I would recommend to run the same scenario, replicate the problem again, but this time have recording enabled on your extension. Afterwards, hear the recording and see the the other side was speaking.

If we confirm these 3:

a) speaking in the recording
b) UDP received on your PC
c) you could not hear anything

..then I would begin to suspect the PC, Audio Card, or Audio Settings, or Headset.
Because if the audio is being delivered and simply not played back to you then most likely the net communication is healthy, but the playback devices are doing something strange I would suspect

Okay, that's so weird!

I call somebody with the WebClient, no audio, when I start to record, the audio comes up!

I don't know what and why is happening

EDIT : I just checked the thing form your second message and all is good, when i check ports for 3CX to PC it's the same for PC to 3CX.

 

[JohnS_3CX]

Enabling recording, also means that "PBX Delivers Audio" too. I think this revealed the direction we need to investigate. Remove recording, and then try with PBX Delivers Audio On and Off to be able to replicate consistently.

You should start a new thread and include everything, we will look at what your trunk does in this case. I suspect that internal calls are OK and only external calls face the issue correct?

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[MidiTélécom]

Enabling recording, also means that "PBX Delivers Audio" too. I think this revealed the direction we need to investigate. Remove recording, and then try with PBX Delivers Audio On and Off to be able to replicate consistently.

You should start a new thread and include everything, we will look at what your trunk does in this case. I suspect that internal calls are OK and only external calls face the issue correct?

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Okay, make it this topic solved.
I will create my own topic like you said.