3CX Windows App Mic not works at home

[mr412]

Hello all,

We have notebooks in the office, which the employees also take home. The notebook always runs the latest Windows 10 Enterprise x64 with the 3CX Windows app. Although the infrastructure in the office is identical to the infrastructure at home, the 3CX app does not work at home for any user. The sound works, but the microphone does not. We use Jabra 930 Pro as the microphone, but none of the microphones work, including the one built into the notebook. However, Microsoft Teams, Zoom and the 3CX web client work fine. The settings under audio options were also explicitly set, application restart, etc. all nothing. Microphone does not want to work for work at home. I don't want to have to replace the 3CX Windows app with the web client.

For testing purposes I routed all traffic over VPN to exclude local provider, no improvement. Mobile app works fine over the users WLAN but not on the notebook with the 3CX Windows app.

In the Windows Sound Settings, the microphone is beating out while talking to 3CX, but it is not "coming through" the 3CX app....

Does anyone have any ideas?

 

[ChrisC_3CX]

Just so that we first get a better understanding of your setup, please provide all relevant information mentioned here:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also, what exact version of the 3CX Windows App are you running(check under settings() >> Advanced >> About)?

 

[mr412]

Hi Chris,

Thank you very much for your message and sorry for the incompleteness.

• 3CX Version: Enterprise Annual 16.0.8.9
• 3CX Windows App Version: 16.3.0.220
• Windows Version Clients: Windows 10 Enterprise (Version 20H2)
• Server OS: Debian 9
• Is the 3CX Server Hosted and where?
  • Hosted (netcup)
  • RAM: 32 GB DDR4 ECC
  • CPU: 6 dedicated Cores (Intel Xeon Gold 6140)
  • 140 GB SSD
  • Latency to SIP Provider 10-12ms stable
  • Latency Client to 3CX 10-12ms stable
  • Total Extensions: 50-60
• Trunk Provider: peoplefone (but internal calls also not working)
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

The Windows app only does not work correctly at home. back in the office, everything is working again. This is for all users and our employees do not live in the same household

 

[ChrisC_3CX]

Thank you for providing the info.

I'd first recommend trying the following to help narrow it down a bit:

1. Create a new test extension, and without making any changes to it, provision it on the 3CX Windows app and try making an echo test by dialing *777.
2. if the issue persists, check if the PC has any antivirus/antimalware software installed and remove it completely. Check for any headset (Jabra, sennheiser, etc ) integration software and remove it as well.
3. Also try uninstalling the 3CX Windows App, then delete the following folders:
"C:\ProgramData\3CXPhone for Windows"
"C:\Users\%USERNAME%\AppData\Roaming\3CXPhone for Windows"
and re-install the latest version. Re-provision the test extension and give *777 another go.
4. Check if the Home network is classified as a Public network on the PC. If yes, it may be subject to additional restrictions contributing to the issue so change it to home network and try again: