Calls get on mute when answer

[Daniela]

Hi!
I use Chrome Extention to make calls worldwide.

Since last Friday I can´t complete any calls.
Whenever the person I am calling answers, it gets mute for both sides - me and the receiver.
It is possible to hear the ringing, so I know that it´s calling, but after the answer, I can´t hear anything.
This problem only happens for external calls.

I´ve done the tests as listed below:
•Restart the computer;
•Reinstall the extention;
•Call different numbers and countries;
•Use different calling apps (zoom and google meet - both worked);
•Tested my audio and microphone (and worked).

What should be done?

 

[JohnS_3CX]

Hi Daniela,

Please read this post here first to help us help you, and then reply back accordingly
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[AWS2P]

when you do internal calls do you hear both ways ?
if so, as you said it was from external calls then it may be a provider issue, a codec change?, some settings change on your network?

did you passes green recently firewall checker?

 

[Daniela]

when you do internal calls do you hear both ways ?
if so, as you said it was from external calls then it may be a provider issue, a codec change?, some settings change on your network?

did you passes green recently firewall checker?

Internal calls it can be heard both ways.
The problem only happens for external calls because gets mute by the time the other person answers.
I haven´t change my computer setup, but how can I chek if there was a codec change or a provider issue?

 

[AWS2P]

this is not a computer setting you have to take care but on your router/firewall, is something has been changed in network settings?
run firewall checker in console and let us know if it passes green

do you use a supported trunk provider?

 

[Daniela]

this is not a computer setting you have to take care but on your router/firewall, is something has been changed in network settings?
run firewall checker in console and let us know if it passes green

do you use a supported trunk provider?

Hi,

The only thing I did was to download my bank app.
I´ve checked on McAfee and firewall sign is green. I´ve also runned a scan and everything is fine.

I´m not sure what a trunk provider is, but it was working until Thursday. Sorry but I am not familiar with some IT terms...

 

[AWS2P]

No one to help you with 3CX ?
your answers let me think you searched something not related to your problem.

Pbx computer needs to be dedicated to 3CX, with a supported OS like Win10 or debian9.
No antivirus needs to run on this computer , at least exclude scan on 3CX folders.

What I asked you to do is to run firewall checker from 3CX dashboard (console)

Result needs to be like above, Green.
can you do this alone or be helped to run this ?

 

[michaelclarke]

I've also started having this issue.
Everything seemed to be fine on Friday (28/08/2020), but as of yesterday the problem started.
So far it doesn't seem to affect the mobile app or users using the browser/web extension if they have wireless headphones connected to their laptop

 

[Daniela]

No one to help you with 3CX ?
your answers let me think you searched something not related to your problem.

Pbx computer needs to be dedicated to 3CX, with a supported OS like Win10 or debian9.
No antivirus needs to run on this computer , at least exclude scan on 3CX folders.

What I asked you to do is to run firewall checker from 3CX dashboard (console)
View attachment 17738
Result needs to be like above, Green.
can you do this alone or be helped to run this ?

Hi,

I got some help and have runned the test, all green.

 

[Daniela]

I've also started having this issue.
Everything seemed to be fine on Friday (28/08/2020), but as of yesterday the problem started.
So far it doesn't seem to affect the mobile app or users using the browser/web extension if they have wireless headphones connected to their laptop

I´ve tried even without the headphones and its not working.

 

[JohnS_3CX]

Hi Daniela,

Can also try to install the latest version of Edge (chromium based) and log out from Chrome, then log in using Edge.

Since it is a different browser, if the problem was related to the browser we expect that it will work.
Customize your settings and make sure you select the correct mic/headphones once you log in.

 

[Daniela]

Hi Daniela,

Can also try to install the latest version of Edge (chromium based) and log out from Chrome, then log in using Edge.

Since it is a different browser, if the problem was related to the browser we expect that it will work.
Customize your settings and make sure you select the correct mic/headphones once you log in.

Hi, thank you.
I´ve done it, changed my extention number, nothing is working.

 

[JohnS_3CX]

Hi Daniela

Create a brand new extension from your management console with all settings left default.

Test the user / pass and confirm it can log in to that extension.

Start a private conversation with me and send me the following and I can test it:

- FQDN
- User
- Pass