Could not start audio source + AUDIODG.exe crash on each call

[DSI_RM]

Hello all,

We have a lot of problems with our new Dell computers here (Dell Latitude 5530 and les Dell Optiplex 3000).

The main symptom is the impossibility of making or answering calls in 3CX, quite randomly with the message "Could not start audio source".

On each call, even if succeeded, Windows events viewer save a new crash of AudioDG.exe (see below, in french, sorry).

Computers are installed via MDT/WDS, with a Windows 11 22H2 image and Dell drivers package up to date.

We tried to:
* Update Realtek drivers in very last version => no effect
* Downgrade Realtek drivers => no effect
* Uninstall Realtek drivers to let Microsoft/Windows try to manage the audio device => no effect
* Install all Windows 11 critical and security updates => no effect
* Downgrade 3CX Desktop app => no effect
* Use the older "3CX for Windows" client => 3CX error message is different, but problem still exists
* Tried on an administrator profile => same result


We are trying to downgrade Windows 11 22H2 to 22H1, but it should be a temporary solution. Anyway, I am relatively pessimistic and think it wouldn't work... But I will post here the result.

Do you see another thing to try? Do you know what could cause that? I think it's hardware-related, but how can I be sure of that?

We are opening a case on the Dell side, but on the 3CX side, have you received some similar issues on new Dell machines?

Thank you for you help.



Here are the traces in event viewer :
Nom de l application défaillante AUDIODG.EXE version 10.0.22621.755 horodatage 0x636ebaf7
Nom du module défaillant ntdll.dll version 10.0.22621.755 horodatage 0x8a328c67
Code d exception 0xc0000374
Décalage d erreur 0x000000000010c249
ID du processus défaillant 0x0x9BC
Heure de début de l application défaillante 0x0x1D90E34670F4C93
Chemin d accès de l application défaillante C \windows\system32\AUDIODG.EXE
Chemin d accès du module défaillant C \windows\SYSTEM32\ntdll.dll
ID de rapport 0ac68c2e c498 402a a215 49f16b949718
Nom complet du package défaillant
ID de l application relative au package défaillant



Détecteur d erreurs type 0
Nom d événement APPCRASH
Réponse Non disponible
ID de CAB 0

Signature du problème
P1 AUDIODG.EXE
P2 10.0.22621.755
P3 636ebaf7
P4 StackHash_32b9
P5 10.0.22621.755
P6 8a328c67
P7 c0000374
P8 PCH_88_FROM_ntdll 0x000000000009F954
P9
P10

Fichiers joints
\\?\C \ProgramData\Microsoft\Windows\WER\Temp\WER.62caa857 750f 4066 8028 a95548f62d7e.tmp.mdmp
\\?\C \ProgramData\Microsoft\Windows\WER\Temp\WER.98ed4443 2d15 4112 93bc b4aa9b6f2ab7.tmp.WERInternalMetadata.xml
\\?\C \ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_AUDIODG.EXE_ec60ad3a49aad36ebbecb05322427da50e38c25_d71ede4b_cab_916a4b77 37d0 411f b119 1099db766bf1\WPR_initiated_DiagTrackMiniLogger_OneTrace_User_Logger_20220920_1_EC_0_inject.etl
\\?\C \ProgramData\Microsoft\Windows\WER\Temp\WER.86d0fad7 21f3 4940 86a8 714d5cba6790.tmp.etl
\\?\C \ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_AUDIODG.EXE_ec60ad3a49aad36ebbecb05322427da50e38c25_d71ede4b_cab_916a4b77 37d0 411f b119 1099db766bf1\WPR_initiated_DiagTrackMiniLogger_WPR System Collector_inject.etl
\\?\C \ProgramData\Microsoft\Windows\WER\Temp\WER.0f595589 cd90 4fd1 bf5d 2f1627a35013.tmp.etl
\\?\C \ProgramData\Microsoft\Windows\WER\Temp\WER.4b191d01 adec 4050 b14b f9b02a4ddcda.tmp.csv
\\?\C \ProgramData\Microsoft\Windows\WER\Temp\WER.538a523c 635d 4623 a595 64ecb61e8e5b.tmp.txt
\\?\C \ProgramData\Microsoft\Windows\WER\Temp\WER.69060c51 3287 4631 81d5 0382361b641f.tmp.xml
\\?\C \Windows\ServiceProfiles\LocalService\AppData\Local\Temp\WER.2d8eb46b fe6c 47f7 b6b5 09ddd7eb1d4d.tmp.appcompat.txt
\\?\C \ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_AUDIODG.EXE_ec60ad3a49aad36ebbecb05322427da50e38c25_d71ede4b_cab_916a4b77 37d0 411f b119 1099db766bf1\memory.hdmp

Ces fichiers sont peut être disponibles ici
\\?\C \ProgramData\Microsoft\Windows\WER\ReportQueue\AppCrash_AUDIODG.EXE_ec60ad3a49aad36ebbecb05322427da50e38c25_d71ede4b_cab_916a4b77 37d0 411f b119 1099db766bf1

Symbole d analyse
Nouvelle recherche de la solution 0
ID de rapport 9bf39a4f 0187 4906 bfd4 3b3d38812bb8
Statut du rapport 100
Récipient avec hachage
GUID CAB 0

 

[Charles_3CX]

Regarding your question, we have not had any similar cases reported to us, but this looks like an issue with the soundcard/device on the machine and is not caused by 3cx apps since you received the errors on both the desktop app and the 3cx app from windows.

You may try using a headset and setting the headset as the audio device for the 3cx webclient/desktop app. Does the issue continue?

Does this issue occur with any apps that use this device, and are you sharing the device with any other app simultaneously when the 3cx apps are open?

 

[DSI_RM]

We are not sharing device across multiple apps. We are using Jabra Pro 930 headsets, all settings are good in 3CX.

I think you're right about device problem on the machine itself... I hope Dell will tell me more about that and will give me a way to fix...

 

[Wilian Richard]

Good afternoon friends

I have the same problem on Dell Optiplex 3000 machines, we use the JABRA Evolve 20 headset... the errors in the Windows event view are the same.

I updated the drivers on the DELL website and they all gave an error, the audio stops working constantly and I need to restart the machine.

following error below:

Faulting Application Name: 3CXPhone.exe, Version: 6.0.26523.0, Timestamp: 0x501698eb
Faulting module name: ntdll.dll, version: 10.0.22621.755, timestamp: 0x42b70e75
Exception code: 0xc000041d
Fault offset: 0x000653f5
Failed Process ID: 0x0x2F44
Faulting application start time: 0x0x1D90EF152CD8182
Faulting application path: C:\Program Files (x86)\3CXPhone\3CXPhone.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll
Report ID: 62774ca1-fba7-4df4-b5e4-783f7fb8a995
Full name of the failing package:
Application ID relative to the failing package:

Failed bucket 2072348931717450341, type 4
Event Name: APPCRASH
Answer: Not available
CAB ID: 0

Problem signature:
Q1: AUDIODG.EXE
P2: 10.0.22621.755
P3: 636ebaf7
Q4: StackHash_32b9
P5: 10.0.22621.755
P6: 8a328c67
Q7: c0000374
Q8: PCH_72_FROM_ntdll+0x000000000009F954
Q9:
Q10:

Attached files:
\\?\C:\ProgramData\Microsoft\Windows\WER\Temp\WER.bb1a7553-1e8d-43e2-bf10-f836bb932982.tmp.WERInternalMetadata.xml

These files may be available at:
\\?\C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_AUDIODG.EXE_31cdbfbec1da4618ddbd85a244ed7ccb1a32f_d71ede4b_1fd42c7d-80db-4582-9312-6121c44606b9

Analysis symbol:
Rechecking for a solution: 0
Report ID: 61c72a1d-942b-4d68-9d0e-7828526367ab
Report Status: 268435552
Hash bucket: c75459b89fcea2ac0cc2765fa5adca65Guid of CAB: 0

 

[DSI_RM]

Hi,

Which version of 3CX client are your running, on which Windows version please?

Seems that the issue occurs on Win 11 22H2. Win 10 pre-installed on Optiplex seems to work better... It's not a good solution for us, but if there's no other solution...

We will try Win 11 22H1 soon and give the result here.

 

[Wilian Richard]

I'm using the newly formed windows 11 22H2 version.
I installed the windows 10 version and the error so far has not appeared.

 

[DSI_RM]

Ok, so we are in the same situation. I think it's a driver problem, a case has been opened to Dell.

Maybe you should do the same to densify the problem.

 

[Wilian Richard]

I already opened a call with DELL too, any feedback you have with the company if possible comment here for more information

 

[DSI_RM]

I already opened a call with DELL too, any feedback you have with the company if possible comment here for more information

All Windows 11 versions we tested have the same problem.

No real response from Dell here, something from your side?

 

[Varmenni]

Did anything come off this? I have a customer with the same problem?

 

[ftejada]

Hi, I have the same issues with Dell laptops with Windows 11. I have the problem with desktop app and PWA.
Some Fix?

 

[Varmenni]

Hi, I have the same issues with Dell laptops with Windows 11. I have the problem with desktop app and PWA.
Some Fix?

https://www.elevenforum.com/t/usb-headset-dropping-connection-at-random.12314/page-2
https://www.dell.com/community/Lati...ams-DELL-USB-Headset-Poly/td-p/8355163/page/4

Seems to be a Dell driver issue. Should be fixed this month.

 

[Varmenni]

Seems to have been fixed by Dell and Realtek with a recent driver update.