Error: Could Not Start Audio Source: PART II!!

[SOTASOTA]

Sigh! This is not solved yet. I was testing with a Team member that had an IP phone provisioned to their profile and the call went through.
However as soon as I selected "Desktop" to make the call from (I did not notice that selection before), then I got the same Error: Could Not Start Audio Source error.

This needs to get elevated as this is happening to all my Team members and I had to revert them to the Web App. The Web App works fine, but does not have the BLF keys which is a deal breaker.

Anyone?
Thanks!
Russ

 

[IT-Media Hof]

Hi, same problem here. Win10, latest client, no matter which audio equipment used, a single pc shows the error when trying to make a call. I just opened one of my three free support tickets and will share what resolved the problem if I get a chance to. Will try to clear up electron data in the AppData directory wether this is the problem...

 

[SOTASOTA]

Thanks! Glad to hear this is not isolated to me, so perhaps an issue that can be solved from 3CX's end. I really do not want to reinstall Win10 on all my Team's workstations. ;-(
Let me know what you find!

 

[witos]

I confirm, we have the same problem on a couple of workstations.
Latest Desktop Client - 18.12.425

 

[YiannisH_3CX]

@SOTASOTA and @IT-Media Hof Which version of the desktop client are you using?

Also is the audio device selected correctly in the settings of the app?

Are you running a A/V software on the machines that could be blocking something?

 

[AndreasP_3CX]

However as soon as I selected "Desktop" to make the call from (I did not notice that selection before), then I got the same Error: Could Not Start Audio Source error.

Hello
Can you please sent me a PM? We would like to connect to your 3CX customer machine to have a look at the issue you are having.

 

[AndreasP_3CX]

I confirm, we have the same problem on a couple of workstations.
Latest Desktop Client - 18.12.425

Hi,

Can you please send me a PM? we would like to connect to one of these workstations and have a look at your issue

 

[SOTASOTA]

Hello Yannish!
This might be related to Kaspersky Endpoint Security.
I got the Error: Could Not Start Audio Source error and I paused Kaspersky. The error immediately went away.
I then resumed protection and no error!
I will continue to monitor this and see if this repeats. This might give some insight.

 

[YiannisH_3CX]

Hello Yannish!
This might be related to Kaspersky Endpoint Security.
I got the Error: Could Not Start Audio Source error and I paused Kaspersky. The error immediately went away.
I then resumed protection and no error!
I will continue to monitor this and see if this repeats. This might give some insight.

That is good to know. Thanks for sharing

 

[JohnS_3CX]

Hello Yannish!
This might be related to Kaspersky Endpoint Security.
I got the Error: Could Not Start Audio Source error and I paused Kaspersky. The error immediately went away.
I then resumed protection and no error!
I will continue to monitor this and see if this repeats. This might give some insight.

@IT-Media Hof and @witos are you also using the same antivirus software?

 

[SOTASOTA]

Narrowing it down! On a fresh install on a Win10 box, with no A/V, no errors!
I install Kaspersky and I get the failure. This is 100% repeatable.
I then Pause the protection, and the error goes away. I resume protection and the error returns.
I added the static IP address that 3CX assigns to my 3CX portal to the "Trusted Networks" exclusion area in Kaspersky's Portal. So far, this corrects the issue.
More testing is needed to confirm. This is probably the issue since Kaspersky might have targeted 3CX as a threat after the 3CX breach.
I will also start a Support Ticket with Kaspersky to confirm the above.
Stay tuned ya'll!

 

[D Rome]

we have had 425 roll out and we don't get the error but after one call all proceeding calls are silent, it's as if 3cx hasn't released the audio from the previous call. no issues before the 425 update. Also notice that the ffmpeg.dll is 10kb larger then 422, What is this dll actually used for considering it was compromised in version 416.
after it fails in 425 it won't work in the browser or PWA either.

our AV is Sophos and it's not flagging it.

 

[SOTASOTA]

Eureka!
I think I solved it for my users. Adding the static IP address that 3CX assigns to my 3CX portal to the "Trusted Networks" exclusion area in Kaspersky's Portal seems to have solved it. I had one workstation that did not work, but then found that its profile was not assigned to my corporate/custom profile. Once I assigned it, the error went away again.

Now no issues at all!
SOLVED!!

 

[AndreasP_3CX]

Hi, same problem here. Win10, latest client, no matter which audio equipment used, a single pc shows the error when trying to make a call. I just opened one of my three free support tickets and will share what resolved the problem if I get a chance to. Will try to clear up electron data in the AppData directory wether this is the problem...

Hello , can you please send me a PM so that we can arrange a session to check this machine? Also does your issue persist or has it been resolved?

 

[AndreasP_3CX]

we have had 425 roll out and we don't get the error but after one call all proceeding calls are silent

Hello , can you please send me a PM so that we can arrange a session to check a machine which replicates this?

 

[IT-Media Hof]

Ok, got it fixed - sorry for no reply. The problem was AV.