Toggle sidebar Toggle sidebar

Solved Audio dropping in and out of calls

Status
Not open for further replies.

The Chief

Bronze Partner
Basic Certified
Joined
May 21, 2020
Messages
56
Reaction score
9
A customer of mine is having issues with calls dropping in and out of audio. Also these calls are then cutting off. Sometimes they can hear the caller but the caller cannot hear them and vice versa.

The system has only been in for 2 weeks and up until now they have had no issues with audio.

The system is hosted in Amazon Lightsail, running version 18 ( build 1880 )

There is an SBC on a Raspberry Pi running 18.0.27 software

Firewall checker has been done this morning and all green.
 
  • 3CX Version, e.g. Standard Annual
  • Server OS, e.g. Debian 10
  • Is the 3CX Server Hosted and where? e.g. Hosted in AWS Lightsail
  • IP Phone Make/Model/Firmware version, e.g. Yealink T48G firmware 35.83.0.130
  • Provisioning Method: 4 phones are on an SBC raspberry pi/ other office has 2 on STUN.
  • Trunk Provider or VoIP Gateway Make/Model, e.g. Gamma
  • Has the Firewall Checker passed: YES
  • Are custom Phone Templates being used: YES
 
Thank you @The Chief,

Does this happen on both internal (extension to extension) and external calls?

Which device is experiencing the audio issue, the ones using STUN or the SBC?
 
VasilisV_3CX said:
Thank you @The Chief,

Does this happen on both internal (extension to extension) and external calls?

Which device is experiencing the audio issue, the ones using STUN or the SBC?
Click to expand...
The customer says only on external calls at the moment.

Both devices ( SBC&STUN ) are having the same issues.
 
VasilisV_3CX said:
Hi @The Chief,

I would suggest running a packet capture to verify that audio to see if outgoing audio is not broken up to the PBX. If the audio is not breaking during the packet capture you know to start looking further upstream.

More on packet captures: https://www.3cx.com/3cxacademy/videos/advanced/basic-troubleshooting/ (slides 10 - 12, and the video goes more in depth).
Click to expand...
Thanks Vasillis

I'm just getting the customer to check if SIP ALG is also set on their routers.

As it's hard to replicate the fault, and you don't know when it's going to happen again, is it best to leave the capture running all day?
 
Hi @The Chief,

How frequently does this issue occur? If it happens often enough to reproduce then I'd suggest capturing when it's happening. If you decide to capture all day note that it will impact the system.
 
VasilisV_3CX said:
Hi @The Chief,

How frequently does this issue occur? If it happens often enough to reproduce then I'd suggest capturing when it's happening. If you decide to capture all day note that it will impact the system.
Click to expand...
It's very intermittent, so hard to pinpoint when it's going to happen. I might try capturing for 1 hour and see if i get a call in this time period.
 
  • Like
Reactions: VasilisV_3CX
Sure thing @The Chief, if you catch anything feel free to PM me the capture to investigate.
 
Hi, I've been investigating this same thing. I'm having audio issues on both my 3CX hosted and AWS Lightsail PBXs. Most phones are connected via STUN (generally singletons to 2-3 at a location). This seems to have started late Tuesday or Wednesday morning. I've been checking the systems for common elements. So far it appears to be the customer having issues on the call no matter who originated the call. The other end hears things just fine. I know the Lightsail hasn't been updated but I did restart it due to this issue. I also restarted one of the 3CX hosted units and nothing has helped. Still investigating. I'm currently showing no issues with call origination/termination, just audio. We also monitor most of the customer's internet. Their firewalls report solid connectivity, low latency and almost zero jitter. The Sip Trunk shows MOS scores around 4.5 mostly and a very few get below that (only one I saw one time hit 3.9). This ranges across Hosting platforms, across at least 3 ISP and geographically dispersed as well. It even is affecting the 3CX App on the smartphone.

Rather stumped.
 
Virtualis Solutions said:
Hi, I've been investigating this same thing. I'm having audio issues on both my 3CX hosted and AWS Lightsail PBXs. Most phones are connected via STUN (generally singletons to 2-3 at a location). This seems to have started late Tuesday or Wednesday morning. I've been checking the systems for common elements. So far it appears to be the customer having issues on the call no matter who originated the call. The other end hears things just fine. I know the Lightsail hasn't been updated but I did restart it due to this issue. I also restarted one of the 3CX hosted units and nothing has helped. Still investigating. I'm currently showing no issues with call origination/termination, just audio. We also monitor most of the customer's internet. Their firewalls report solid connectivity, low latency and almost zero jitter. The Sip Trunk shows MOS scores around 4.5 mostly and a very few get below that (only one I saw one time hit 3.9). This ranges across Hosting platforms, across at least 3 ISP and geographically dispersed as well. It even is affecting the 3CX App on the smartphone.

Rather stumped.
Click to expand...
I can't be sure what is causing this, but what I can say is that unless you have setup your STUN phones and the environment they are in as explained here, there is a very high probability of you having problems like what you are describing.

Out of curiosity, if 1-2 of your users that are having such issues use the WebClient or the their mobile for a few days, to they have the exact same issue?
 
Last edited by a moderator:
Hi Nick, Yes, it's happening to the 3CX smart phone app as well. Mostly our clients don't use the App, but we have one that consistently does and she was reporting these same issues described. The call quality on the App isn't as good as the hard handsets but she was reporting that even so, the audio issues were unusual in her experience.

We're still checking with the customers (ongoing today) to see if the problem went away. It's odd that its happening across such a broad range of installations so I was hoping that perhaps others had stumbled across something. This post was found during my research into the issue on Friday and was reporting just what we were seeing so I figured a reply was in order in case there was something systemic afoot.
 
Hi, all of my customers that were reporting issues late last week have been contacted and they all indicate the problem is gone. Whatever it is/was has gone away. Perhaps a DDOS type attack in our service area or affecting the 3CX locale? I don't know. Anyway, the customers are happy. I just wish I knew what caused it.

Blessings y'all
-g
 
Thanks for the update G!

What you said is very possible. If anything re-occurs, gives us a ping!
 
Status
Not open for further replies.

Latest Posts

Forum statistics

Threads
111,974
Messages
590,081
Members
164,899
Latest member
mazet
3CX Logo Footer Copyright © Sitemap Privacy
Top Bottom