Audio stops when disabling video

[MarkElissen]

Hi, I am getting complaints from my users that they loose audio too when they disable their video in a webmeeting. Is this a known issue?

 

[JohnS_3CX]

Hi Mark,

Please provide some more details, like the exact steps that can cause the issue

 

[Stephane REVOL]

Hi,
same thing for me.
just one step, when I want to stop my webcam or the webcam of one of participants ; the webmeeting automaticaly stop the microphone ( comes red ). I have to click on the microphone button to hear again the participant.

 

[aberry]

I'm having this issue as well. When I join everything is good. If I disable my webcam, audio is no longer transmitted to other conference participants. If I disable / enable my mic it usually comes back.

Further Notes:
Even when audio is not working, the level indicator next to my name continues to modulate showing that it is picking up audio from my mic.

This is for a web conference, which we have mostly been using. I don't know if this effects web meetings, but will verify.

After testing here is what I have found:

1. Seems to only effect web conferences, not having this issue in the ad-hoc webmeetings.
2. Only happens when my audio input device is a different device than my video input device.
3. When effected, toggling the mic mute will bring audio back.

For example, I'm using a Logi C920 webcam, but using my headset as the audio input device. And this is easy to reproduce, happens every time for me under these circumstances.

Thanks!

 

[Stephane REVOL]

Hello
we still have this issue , each time a user stop his webcam , the mic mute automaticaly.
I'm available if you need any help to test/reproduce the case.

BR
Stéphane

 

[LeonidasG_3CX]

Hi there,

Thank you for your feedback. We are aware of this issue.

The issue is logged here with Google's Chromium & WebRTC teams https://bugs.chromium.org/p/webrtc/issues/detail?id=10139

Unfortunately this issue can be seen on all WebRTC platforms but with a varying degree of replicability. We've made certain fixes in an attempted to bypass this problem as much as possible, but unfortunately there will be some situations where this issue will occur no matter what.

We're keeping an eye out for when this issue is resolved. Though not immediately, we'd be interested in having a session with you to try troubleshooting and making a better bypass for this problem.

 

[Stephane REVOL]

Hello Leonidas
keep me posted when you want a session , I will always find 10 min for 3CX teams
BR
Stéphane

 

[VSC]

Today we had a webmeeting session with 10 participants and experienced also such kind of voice problems a lot. What was special is that in some cases a few participants could hear a speaker after he unmuted his mic and others youldn't at the same time. Only workaround we found was that the participants how couldn't hear the speaker left the call and after they joined again it worked fine.

 

[pmterp]

Just came here to report the same issue as VSC.
My specifics:
9 Users joined with video, we could all hear each other.
3 Users joined by call in number (not internal extensions), they could hear everyone without issue.
When I tried unmuting each of the 3 call in participants, me and 6 other users could not hear them. However, 2 of the video participants could hear them. They had to relay what the call in participants were saying to the rest of the web meeting.

 

[alexdb]

Just experienced this video/audio mute bug. I am concerned about the above reported audio relay issues... I believe we may have also experienced this in the past (without realising it was this issue).

Please resolve this with a high priority - it is a fundamental issue for a conferencing product when people cannot hear each other.

 

[LeonidasG_3CX]

We are rolling out the latest version of WebMeeting to all customers where this issue has been resolved.

LATAM is the first zone to have the new version. All other regions will have the latest version deployed throughout the day today and tomorrow.

 

[Chrissmo]

Hi there, I am a new user to 3cx and this problem just happened to us twice and we are on the latest version (see attachment). Is there anything else we can check?

After reading the thread, here are some things I noted:

- This is a standing meeting I created before the new update
- There were 10 participants (all on web meeting, no audio)
- 1 user (the only one with a headset) was affected and he could not hear 1 participant
- Everyone else was ok

 

[Stephane REVOL]

hello
just to inform you that this issue seems solved for us. We don't face it since the last MCU update.
Thanks !

 

[Loic Engelhard]

I have a similar issue. My audio stops when I mute my microphone during a webmeeting. Very frustrating. What should I do to fix it?

 

[LeonidasG_3CX]

I have a similar issue. My audio stops when I mute my microphone during a webmeeting. Very frustrating. What should I do to fix it?

Has this been happening for a long time or is this something new?

 

[Loic Engelhard]

Hard to tell. I haven't noticed that behaviour in the past but I didn't really tested it either. Happy to provide any log of info to help solve that issue. The issue happened when I was the only participant joining from a computer when all the other participants joined via a phone number. Could that contribute to the issue?