Audio randomly drop. Only fix is to rejoin meeting

[ca_maer]

Hello,

We have multiple users all under Chrome 85.0.4183.121 on Mac OS X 10.14.6 which report that sometime during their webmeeting the sound will drop and they are not able to hear anybody else nor can anybody else hear them. The only way to fix it is to leave and join the meeting back which is annoying. 3CX is at version 16.0.6.655

Is this a known issue ? Anything I can attach to help ?

Thanks

 

[JohnS_3CX]

Hi,

If this was a recent event, we had some maintenance going on https://status.3cx.net/

The users should also update their browser to the latest version V86.x.x.x as the current version is outdated.

 

[ca_maer]

Hey John,

Unfortunately it's been happening for the past 2 weeks. I'll try to update the user browser see if it changes anything.

Thanks

 

[giwm]

If your participant mutes/unmutes, we found that fixes it.

 

[StefanW]

can you tell us a bit more about the meeting?

is it 1 to many (webinar)
or many to many (webmeeting)
who many users are connected?

 

[ca_maer]

can you tell us a bit more about the meeting?

is it 1 to many (webinar)
or many to many (webmeeting)
who many users are connected?

Hey Stefan,
The meetings vary in size but are always webmeeting (many to many). I personally had the issue for a 20 person webmeeting while one of our user got the issue in a webmeeting of 5 peoples. From what I can tell it's not something that happens after X minutes but seems to be random.
Let me know if you have anymore question

Cheers

 

[MIS2019]

We have experienced this same issue as well with webmeetings (many to many). It seems random and does not appear to be related to number of participants in the meeting or any particular participant either regardless of the browser they are connected with.

Sometimes when it happens it only effects a few of the participants on the call. Someone is speaking, unmuted, and a few of the other participants can't hear them. It's as if the person is muted for only a select few of the participants. As another commenter mentioned above, usually having the effected person mute/unmute themselves fixes the issue when it happens. Other times they have to leave and re-join the meeting to fix it.

 

[LeonidasG_3CX]

Have you noticed whether the issue happens when someone joins, exits, mutes or un-mutes a video or audio? Is the user usually affected a user on a PC or are they using the mobile app? Are the users experiencing the audio loss dial-in users?

 

[dunmore98]

We have had this issue reported to us also. In the last web meeting I asked for the recording of the meeting so I could watch back, only one user couldn't hear a certain participant at the beginning of the meeting but then could hear them towards the end. I'm unsure if they muted/unmuted to fix this issue but after reading this I have advised them that this is a possible 'fix' whilst we look into this.

The meeting was with about 9 participant, all the users were using a PC (the majority of them were on the same network) with no dial in users.

 

[ca_maer]

Have you noticed whether the issue happens when someone joins, exits, mutes or un-mutes a video or audio? Is the user usually affected a user on a PC or are they using the mobile app? Are the users experiencing the audio loss dial-in users?

I'm not 100% sure if it's related to someone joining or leaving. Will need to do some tests. The muting or un-muting a video or audio on the person computer don't seem to be the cause. All users were on PC and no dial-in users.

 

[ca_maer]

After some more tests I couldn't reproduce the issue after leaving and joining back a many-to-many webmeeting. The thing we found is that if you plug a microphone after you're already in the meeting, the only way to use the new microphone is to mute and unmute yourself once you've selected the correct input device in the settings. Might not be related to the issue in this thread though.

 

[giwm]

The thing we found is that if you plug a microphone after you're already in the meeting, the only way to use the new microphone is to mute and unmute yourself once you've selected the correct input device in the settings. Might not be related to the issue in this thread though.

Interesting. I'm not sure I've had to re-select a device, but definitely had issues that mute/unmute fixes. I'll test this as well.

 

[robertonakamatsu]

Here in Brazil we are also having this audio problem in meetings, always in meetings for many to many.

 

[StefanW]

we pushed an update yesterday which should address this case.

 

[ca_maer]

we pushed an update yesterday which should address this case.

Great news ! I'll let my users know. I'll report back

 

[StefanW]

great, let us know!