Desktop app with Headset

[Concorde]

Hi,

Over the last few days, we have been experiencing an issue with the 3CX Desktop Application not working correctly with headsets.

We have already carried out the following troubleshooting:

• Reinstalled the 3CX Desktop Application.
• Reinstalled the headset drivers.
• Tested the headset with other applications, where it worked correctly.
• Tested calls using the 3CX Web Client, where the headset also worked correctly.
• Tested the 3CX Desktop Application using the laptop's built-in speakers and microphone, which worked without any issues.

The issue therefore appears to be specific to the combination of the 3CX Desktop Application and the headset.

Have you had any similar issues, or are you aware of a solution or recommended troubleshooting steps for this issue?

 

[KyriacosS_3CX]

Perhaps if you can advise on Desktop App version, Windows version and headset make and model we can provide some more specific troubleshooting steps.

 

[Concorde]

3cx: 5.7(Build1190)
Windows: 25H2 (OS Build 2622.9168)
Headset tried: HP Poly Headset Blackwire C3310 (via type C) and ACER OHR546 Wireless

 

[Alphabetic]

Can you also define what "Not working correctly" means

 

[Concorde]

The sound is robotic, with a static/radio-like noise.


This issue only occurs when the 3CX Desktop App is used with a headset.


If the 3CX Web Client is used with the same headset, the audio works correctly. Likewise, if the 3CX Desktop App is used with the laptop's built-in microphone and speakers, it also works correctly.


Therefore, the issue appears to be specific to the combination of the 3CX Desktop App and a headset.

 

[meapDavid]

We can confirm the same behavior. Audio through the 3CX Desktop App becomes robotic and distorted when using a headset, while the 3CX Web Client works perfectly with the exact same device.

At the moment, we have been forced to switch our users to the Web Client, as telephony via the Desktop App is currently not usable in a business environment.

 

[ThomB_3CX]

Could you please try the V5.8 3CX Beta softphone and see if this is reproduceable there?
https://apps.microsoft.com/detail/9NL6L9SQ8XBB?hl=en&gl=CY&ocid=pdpshare

 

[meapDavid]

Thanks for your reply.
We installed the 3CX Beta Client (V5.8) on the affected endpoints and tested the scenario again. The issue is still reproducible and behaves exactly the same as before.

The WebApp continues to work without any issues, so for the time being we will use the WebApp as a workaround.

Please let us know if you need any additional logs or tests from our side.

 

[Stefan.R]

We got the same problem now since today, beta has the same issue, already restarted 3cx too.

 

[Pietere]

We are also experiencing the exact same issue at the moment. From all users only 1 user has this issue. Webclient okay, dekstop app is distorted or robotic voice.

Calls via Teams or recording with Windows recording manager or even listening music is no issue.

Quality monitor shows no problems.

 

[KyriacosS_3CX]

We are also experiencing the exact same issue at the moment. From all users only 1 user has this issue. Webclient okay, dekstop app is distorted or robotic voice.

Calls via Teams or recording with Windows recording manager or even listening music is no issue.

Quality monitor shows no problems.

Could you advise on app version, and any difference in setup for that user?

 

[Pietere]

5.8 (build 1284), same setup as other users

- Tried resetting app (Windows store)
- Tried other Windows profile
- Tried Beta app (Windows store)
- Same account / same headset on other computer with desktop app... no issues
- Tried updating drivers
- Checked audio enhancements (disabled them all)
- Tried disabling Fortemedia APO Control Service
- Tried disabling Fortemedia APO Control Service (ISST)