Issues with sound on a Lenovo ThinkPad X1 Carbon

[apitsos]

Hi there!

I have an issue with a user who has 3CXPhone for Windows ver. 16.3.0.198, installed on a Lenovo ThinkPad X1 Carbon (model: 20HR). The notebook has a Conexant SmartAudio HD sound card. I mention these details, because I strongly believe that the problems are related with the hardware and possibly is a compatibility issue with the 3CX Windows App.

There are actually two problems. The calling partner has a scratching or rushing sound on the line. The user can then hear him reasonably. What also happens frequently, is that when a connection is there, neither the user hear the calling partner nor the calling partner hears the user.

The strange things is that these problems do not exist neither with Skype nor with Microsoft Teams.

I have checked several settings and changed a lot of them under Control Panel, but nothing helped. I also tried to completely uninstall and reinstall the 3CXPhone client, but with no luck. The third trial was to connect a USB headset from logitech and select it as Audio device under Audio settings in 3CXPhone client. I still had the same problems. On some calls I have sound and on some nobody hears anything. I find this happening randomly. Even on back-to-back trials and calls, about on half of them I have no sound (in both directions).

Could someone with experience on the same or similar issues assist me?

 

[JohnS_3CX]

Hi,

If the issue also exists with a the USB headset (which is effectively a different sound chip altogether) then I would also request you test the same PC using the webclient and see if that behaves differently from the windows client.

That should at least in theory point us in the right direction.

 

[apitsos]

Good morning!

I borrowed the notebook of this particular user today and I run a lot of calls via Web Client. I had sound on all calls. Didn't happend even once to have issues.

So, it is clear to me that the problem is with the 3CX Windows App only.

John, how should we proceed from here now? Could you create a ticket to the development dept. in order to investigate further and fix the problem?


Kind regards,
Angelos

 

[NickD_3CX]

The WebClient uses slightly different technology to transmit/receive audio with the PBX, so it is good to know that one works as it helps rule some things out.

With the Windows Client, does this happen only on inbound calls or outbound as well?
Does this happen only with external numbers, or when the user is also talking to other extensions?
Where is the user of the Windows client, on the same LAN as the PBX, or working remotely?

One more thing you could try very easy is call *777 which is the Echo Test extension.
If you call this multiple times, do you have audio all the time or only on some calls?

 

[apitsos]

Hi Nick,

The problems with the Windows client are happening with incoming and outgoing calls as well, even when the computer is on the same network with the 3CX server (in the office).

As for the Echo Test extension, I will try that as soon as the user is available and I will let you know.


Kind regards,
Angelos Pitsos

 

[apitsos]

Hi Nick,

I managed to do the necessary tests today. The Web client seems to work always and the voice is perfect. From the Windows App, I can always reach the Echo Test with *777, but the voice quality is extremely poor and the sound is very scratching.

For me, there is a problem with the Windows App. But why is that happening only to that user, to that specific computer? Why is that happening only with 3CX Windows App and not with any other program (like Skype of Microsoft Teams)?

I am looking forward to hearing from you soon!


Kind regards,
Angelos Pitsos

 

[JohnS_3CX]

Hi Angelos,

Have you checked to see what codecs the extension has defined for the 3CX app?

You can try moving G.711 to the top and reprovisioning, because if GSM-FR is currently the default you will not get very good quality overall.

 

[apitsos]

Hi John,

I have changed the order of the codecs according to your suggestions. That solved the problem with the scratching sound. The quality became better. But we still have the issues of not having voice all the time. I did several trials and I noticed that there is silence and no sound (both ways).


Kind regards,
Angelos Pitsos

 

[JohnS_3CX]

You can try enabling PBX Delivers Audio under the extension Options > Troubleshooting.

This should force audio to go via the PBX, and if it does solve the problem it may indicate the next direction we should look at