Solved Audio not going through on Windows client and Web client (For incoming and outgoing calls)

[magiczhen57]

Good morning,

I'm trying to figure out what could be going wrong with the web client and Windows client. I'm currently on the latest version and the audio stopped working out of the blue. The ringer works fine and I can hear when I have incoming calls but the moment I pick up, nobody can hear me and I can't hear them. I thought it might be something with the firewall or my internet connection but after about half a day lost figuring it out, I decided to try and install the v16 Windows client and the audio was back. I still have v18 on the Web client and the audio issue is still there. For now this is a quick fix but what happens when July comes and v16 no longer works? Does someone else have this problem or know what can I do to fix it? So far I've messed with everything and is 3cx for sure.

 

[NickD_3CX]

Hi!

First of all, goo thinking with installing the 'legacy' Windows Client. Although it was designed for V16, it is still working on V18 3CX installations and we do not plan on removing it in the immediate future.

The new Windows Desktop App and the WebClient work in exactly the same way, in contrary to the 'legacy' app that functions slightly differently.

First things first, could you provide the following information?

• What version of 3CX are you currently running (check in the Management Console Dashboard for exact version)
• Is in installed on Windows, Linux, in a Hosting Provider (if yes, which one)?
• How did you install it (3CX ISO, 3CX Deployment Wizard, etc)?
• Is the 3CX server on the same premise/LAN as the Users having the problem with the WebClient/Desktop App?
• Are the Users having the problem connecting via VPN back to the HQ?
• If you call the 700 (default conference extension), do you hear audio?
• If you call *777 and speak into the mic, do you hear your voice back (this is the echo extension)?

 

[magiczhen57]

Hi!

First of all, goo thinking with installing the 'legacy' Windows Client. Although it was designed for V16, it is still working on V18 3CX installations and we do not plan on removing it in the immediate future.

The new Windows Desktop App and the WebClient work in exactly the same way, in contrary to the 'legacy' app that functions slightly differently.

First things first, could you provide the following information?

• What version of 3CX are you currently running (check in the Management Console Dashboard for exact version)
• Is in installed on Windows, Linux, in a Hosting Provider (if yes, which one)?
• How did you install it (3CX ISO, 3CX Deployment Wizard, etc)?
• Is the 3CX server on the same premise/LAN as the Users having the problem with the WebClient/Desktop App?
• Are the Users having the problem connecting via VPN back to the HQ?
• If you call the 700 (default conference extension), do you hear audio?
• If you call *777 and speak into the mic, do you hear your voice back (this is the echo extension)?

For now, I'm using v16.3.0.264 as the Windows client as my fix. The web client is the latest v18
I'm working remotely and I just have user and password access to my extension to use it from my Home computer, so I'm not on the same premises.
As for the 700 and *777 extensions, I can't hear anything, not even an old voicemail I still have.
I checked with a colleague and he doesn't seem to have any problems with the web client and Windows client with v18 (he is also working remotely) and we have the same access, so far everything is fine on his side.
The only working v18 version I have at the moment is the app for my android phone, which was the lifesaver yesterday while I was trying to fix everything before switching back to v16

 

[NickD_3CX]

For now, I'm using v16.3.0.264 as the Windows client as my fix. The web client is the latest v18
I'm working remotely and I just have user and password access to my extension to use it from my Home computer, so I'm not on the same premises.
As for the 700 and *777 extensions, I can't hear anything, not even an old voicemail I still have.
I checked with a colleague and he doesn't seem to have any problems with the web client and Windows client with v18 (he is also working remotely) and we have the same access, so far everything is fine on his side.
The only working v18 version I have at the moment is the app for my android phone, which was the lifesaver yesterday while I was trying to fix everything before switching back to v16

So if I understand correctly, you are a user of this 3CX system, not the admin, right?

Generally speaking, by the time you and a colleague of yours are both remote workers from where the 3CX Server is installed, and his is OK at his premise but you are having problems, logically the issue would be something on your premise.
By the time be calls get through and the issue is only with the audio, I would suspect something is blocking the UDP packets that the server is sending to you. The source of these packets would be the IP of the 3CX Server and ports somewhere between 9000-10999.

 

[magiczhen57]

So if I understand correctly, you are a user of this 3CX system, not the admin, right?

Generally speaking, by the time you and a colleague of yours are both remote workers from where the 3CX Server is installed, and his is OK at his premise but you are having problems, logically the issue would be something on your premise.
By the time be calls get through and the issue is only with the audio, I would suspect something is blocking the UDP packets that the server is sending to you. The source of these packets would be the IP of the 3CX Server and ports somewhere between 9000-10999.

How exactly can I check that on the web and windows client? v16 has complete settings I can check but the ones that I have the problem with doesn't.

 

[NickD_3CX]

So if I understand correctly, you are a user of this 3CX system, not the admin, right?

If this is true, contact the admin of the system who has access to the 3CX Management Console. They should also be in a position to help you with the following.

The only thing you can do on your end is run a packet capture using Wireshark, then make a call to *777, and check if you see packets leaving your PC towards the 3CX Server Public IP to dest ports 9000-10999, and then in turn if you see packets coming back from the 3CX Server IP with source ports 9000-10999.

 

[magiczhen57]

If this is true, contact the admin of the system who has access to the 3CX Management Console. They should also be in a position to help you with the following.

The only thing you can do on your end is run a packet capture using Wireshark, then make a call to *777, and check if you see packets leaving your PC towards the 3CX Server Public IP to dest ports 9000-10999, and then in turn if you see packets coming back from the 3CX Server IP with source ports 9000-10999.

Hello, again Nick. It's been a week already and I believe the problem is my router. I moved apartments recently and got a new one through my internet provider. I still have the old one and tried connecting it again to see if some audio was able to go through and it worked perfectly. However, I can't keep this one since I got a new subscription and they upgraded my internet speed. The old router doesn't reach the new speed limit when connected and I also have to return it by February. Both routers are Sagemcom (old model: F@ST 3890 v3 TLC | New model: F@ST 3896) I don't really understand much about these matters and IT from my company apparently won't help me with this issue, something about it not being covered by the contract. I accessed both of the routers' IPs to fiddle with the settings. So far, the only visible difference I take from it is the new one has automatic channel selection between 2.4 and 5 GHz. The old one can be chosen manually. It still doesn't explain why the new one works with v16 though. I would love to know exactly what should I check in both of them that might be clashing with 3cx for Windows and the web client.

 

[paurus]

Hello, again Nick. It's been a week already and I believe the problem is my router. I moved apartments recently and got a new one through my internet provider. I still have the old one and tried connecting it again to see if some audio was able to go through and it worked perfectly. However, I can't keep this one since I got a new subscription and they upgraded my internet speed. The old router doesn't reach the new speed limit when connected and I also have to return it by February. Both routers are Sagemcom (old model: F@ST 3890 v3 TLC | New model: F@ST 3896) I don't really understand much about these matters and IT from my company apparently won't help me with this issue, something about it not being covered by the contract. I accessed both of the routers' IPs to fiddle with the settings. So far, the only visible difference I take from it is the new one has automatic channel selection between 2.4 and 5 GHz. The old one can be chosen manually. It still doesn't explain why the new one works with v16 though. I would love to know exactly what should I check in both of them that might be clashing with 3cx for Windows and the web client.

you can check if the new router has SIP ALG enabled. try to turn it on/off

 

[NickD_3CX]

I agree with @paurus , certainly check that, also check in case if has a "Firewall" section and maybe the "protection level" or something like this is set to maximum. Try reducing a few levels and try again.

 

[magiczhen57]

@paurus @NickD_3CX THANK YOU!!! it's working now. I tried both things, SIP ALG was disabled. But it wasn't the problem so I moved to the firewall protection level and changed it in iPv6 (iPv4 was already on low) and that fixed it. I can't believe it was such a simple thing and it drove me crazy for a week. Both windows app and web client are working now!

 

[NickD_3CX]

Glad we could help!

As luck would have it, I changed ISPs a few months ago and got a Fiber Sagemcom and had some similar problems and was playing with these options too.

I'll mark this as 'Solved'.