Headset/Audio Failure since v18

[GBC_James]

Hi
3Cx V18 Update2 (Build 307) running on a Windows Server 2019 Standard box on prem (well actually in a data centre 5 miles away)

So last sunday we upgraded to v18.
90% of our users are working from home. They connect using sophos vpn and then rdp to a Windows 10 virtual machine.
With v16 everything worked fine.
Now, we have users who have no audio (the use Jabbra usb headsets)
The headset work perfectly.
Using the google chrome webclient, they can hear the key tones, but when connected to a call they hear nothing and the caller cannot hear them.
Now it gets weird.
For some, if I regenerate their passwords etc and use the link in the email to the client which uses https (their existing shortcuts are http) this works and they get audio, once you alow microphone and notifications.
BUT, for other users (all have identical hardware and vm's) this does not resolve the problem. In fact, when you go into settings - audio/video "Browser" is not listed under "use this device"
With one user I tried Ms Edge and it worked first time. But with others Edge failed too.
We have installed the new Desktop App, and their is no audio here either.

However, the OLD desktop client 3CPhoneforwindows16 does work and audio is fine.

Is there a reason and fix for this issue?
there seems to be no rhyme or reason to this problem, and it's very random in who it affects and how.

Thanks

James

 

[VasilisV_3CX]

Hi @GBC_James,

However, the OLD desktop client 3CPhoneforwindows16 does work and audio is fine

So before on v16, did you guys use the Web Client or the Windows App?

As a test, if you connect to the Webclient without connecting to through the VPN and then RDPing to a machine, does the same thing happen?

 

[GBC_James]

Hi @GBC_James,


So before on v16, did you guys use the Web Client or the Windows App?

As a test, if you connect to the Webclient without connecting to through the VPN and then RDPing to a machine, does the same thing happen?

Hi
thanks for replying.
On v16 everyone was using the webclient in google chrome. Not the desktop client (We stopped using that ages ago as we thought we were supposed to be using the webclint)

If they are in the building now, they rdp in to the win10 desktop and things work ok. Although in the building they are using the webclient with Yealink handsets. We dont use the browser client.

But at home, after going through the vpn, things go wrong. But not for everyone.
It's crazy. I cant make sense of it.

 

[VasilisV_3CX]

Hi again @GBC_James

As a test, if you connect to the Webclient without connecting to through the VPN and then RDPing to a machine, does the same thing happen?

Can you let me know the outcome of the above?

 

[GBC_James]

Hi again @GBC_James


Can you let me know the outcome of the above?

OK I will get back to you.I am at home and there is no way to test from here without vpn.
I am going in to the office tomorrow. I will set up as at home but without vpn, connect a headset and see what happens.

 

[VasilisV_3CX]

Sure thing @GBC_James! Looking forward to figuring this out.