Could not start audio source with v18 Desktop Client

[MobileXeSupport]

We have upgraded to v18 on our self-hosted cloud instance.
Yealink phones via STUN provisioning work fine.

We have installed the Desktop App from the link in the Web Client.

When we dial an extension for the Desktop App (call using: Desktop App), we get an error "Could not start audio source".
The 3CX web extension for Chrome is not installed.

I have searched through the forums and I have not come across anything related to this for v18.

Any help is appreciated.

Michael.

 

[MobileXeSupport]

We have upgraded to v18 on our self-hosted cloud instance.
Yealink phones via STUN provisioning work fine.

We have installed the Desktop App from the link in the Web Client.

When we dial an extension for the Desktop App (call using: Desktop App), we get an error "Could not start audio source".
The 3CX web extension for Chrome is not installed.

I have searched through the forums and I have not come across anything related to this for v18.

Any help is appreciated.

Michael.

A quick update.
In the Desktop App, if I click on Meeting, I get the the error message that 3CX needs access to the microphone and camera. I see the camera is active (as the indicator light is on). Eventually this error goes away and the microphone and camera icons are red.

I have installed the 3CX extension into the Chrome browser and I can call from the WebClient in Chrome. Web Meeting in Chrome also works.

I checked the Windows Privacy settings, and I see the 3CX Desktop app has access to the camera (which is verified by the camera becoming active), but the app is not listed in microphone access. How does one get the Desktop app to have access to the microphone?

Michael

 

[ChrisC_3CX]

but the app is not listed in microphone access. How does one get the Desktop app to have access to the microphone?

Under normal circumstances it should've been available in the Microphone list too.

What exact version of 3CX are you running? You can check in the "Management Console >> Dashboard >> Information >> License". Make sure that you're running 18.0.0.1880 and then click on the Updates section above and check if there are any updates for the Desktop App. Then, I recommend completely uninstalling it from the PC and re-installing.

Let me know if anything changes when you do that.

 

[Evolute IT]

Also, remove the browser extension as it will cause issues with the desktopApp and is also not supported for V18.

 

[MobileXeSupport]

Thanks for the suggestions.
3CX PBX Version is 18.0.1880
Desktop app version (from Web Client) is 18.3.33
No updates available in 3CX Management Console


Removed 3CX plugin from Chrome.
Uninstalled Desktop App
Removed Desktop app Folder from AppData\Roaming
Rebooted

Opened Web Client, dialed a number and got 2 way audio.
Clicked on Link in Web Client to install DesktopApp
Installed app and provisioned from directions on screen.

In Desktop App, dialed the same number, same issue "Could not Start Audio Device"
Clicked on Meet
Got the Message "Allow 3CX to use your camera and microphone"
Webcam Light comes on for about 5-10 seconds, then goes off.
Meet windows has red Mic and Camera isons.

In Web Client
Click on Meet, Camera and Microphone are activated and no error comes up (I see my image from the camera).


In Windows Settings -> Privacy
under Camera, the 3CX Desktop App is listed under Allow desktop apps to access your camera.
under Microphone, the 3CX Desktop App is not listed.

Let me know if there are logs or anything that I should include.

BTW, this is happening on two computers.
Windows 10 Pro 21H1 19043.1165
Dell XPS 7590
Dell Vostro 7400

Thanks
Michael.

 

[NickD_3CX]

Hi Michael,

Under Windows Settings --> privacy, is the "Allow apps to access your microphone" option turned on?
I managed to replicate this by turning this option off:



After I re-enabled it though, it worked:

 

[MobileXeSupport]

Thanks.
Yes the Microphone setting is set to On. I tried toggling the setting and restarting the application, but I am still experiencing the issue.
After digging around in the Event Viewer, there are logged entries in the System Event for COM instantiation errors. So I think I may have a particular issue with authorization of my logged in account and COM.

So on both the machines that are experiencing this issue, both are being logged in using our Office365 account (Azure AD).
BTW, the Web Client works just fine. The Desktop App is only affected.

Michael.

 

[NickD_3CX]

It does sound like you could be onto something.
Could it be that because you are logging in this way, there are some policies being loaded that forbid the mic?