Microphone is not working

[Escom Tech]

Hi,
Only for the 3cx Desktop App, the microphone is not working. The changed Audio settings are still the same. On mobile everything is fine. Kindly advise for a fix.
Software version

 

[Alejandro_3CX]

Hello @Escom Tech so the microphone is detected but you don't have audio, is that correct?

Does it also happens using another notebook?

Also clarify what version of desktop app are you using, OS and if there is any antivirus installed.

Did you try using a generic USB headset and check if you have audio or not?

is the extension remote or on the same PBX LAN?

Please check the audio setting on that notebook and allow the desktop app for using the microphone

 

[Escom Tech]

Hi Alejandro,

Microphone is detecting but no audio, for Teams and other apps are working perfect with same microphone.
Windows 11 22H2 , No Antivirus
Also tried in Windows 10 22H2
USB headphones
Remote Extension

Thanks

 

[Alejandro_3CX]

could you please run the firewall checker on the pbx and let us know the result.

Bear in mind that the firewall checker should be executed out of office hours or when the system is not in production since it will stop sip, tunnel and media services.

 

[Escom Tech]

Ok, let me run and will share you the log

Thanks

 

[Escom Tech]

 

[Escom Tech]

Kindly advise about this

 

[Alejandro_3CX]

So, you have multiple issues here with your firewall/internet connection that you will need to solve.

SIP ALG Failed means that the PBX could not contact the SIP ALG detector or did not receive the response from that server. As you can see during the test, the pbx sends a request to the server sip-alg-detector-.3cx.com, this traffic must be allowed IN/OUT.

On tunnel port 5090 Full Cone Nat Failed, it means that the port is closed or it is restricted, for example using an ACL or blocked by Geo IP. Tunnel port 5090 TCP/UDP must be opened publicly without any restriction.

Then the error Mapping Does Not Match, these errors mean that you are not using Port Preservation. So if the pbx internally sends a request using the port 9000 UDP then when packet leaves the local LAN the packet must be sent with the same port 9000 and not changing to another port, in your test it was changed to 42728.

You will need to check this issue with your ISP as well since most of the ISP when a non corporate internet connection is use, then they normally apply these remapping.

Also note that no source port remapping should be used in the firewall.

If you need further assistance configuring your firewall, please enter in contact with the vendor.

Once the firewall checker pass successfully, then try it again.

 

[Escom Tech]

Thanks for the prompt response. We already opened 5090 to public. Anyway let me cross check the configuration. Can you share a document for firewall configuration.
But how it is works perfect in mobile app.
Many Thanks

 

[Alejandro_3CX]

You may check these documents:

https://www.3cx.com/docs/manual/firewall-router-configuration/
https://www.3cx.com/docs/firewall-checker/
https://www.3cx.com/docs/capture-network-traffic/

 

[Escom Tech]

Thank you so much

 

[Alejandro_3CX]

you are welcome!

 

[Escom Tech]

Hi
We opened all ports required, still showing, full come test failed. Can you advise what's the issue.

 

[Escom Tech]

This is the latest firewall chck

 

[Escom Tech]

Hi,
Now the voice is perfect.

Thank you!

 

[Alejandro_3CX]

Hi @Escom Tech just to let you know, full cone test failed means that the port is not reachable from different external IPs address, so the port must be opened publicly without any restriction such as Access List nor Geo IP Blocking for example, in that way during the firewall checker it can pass.

Port Forwarding​

3CX will check if “Full Cone NAT” is correctly set up on the firewall/gateway device. Full Cone NAT allows any external entity to connect to 3CX without the need for the firewall to first confirm that the actual packet originated from 3CX before allowing the connection. This is very important for VoIP Providers especially, as the SIP server is not the same server (source IP Address) which will deliver the end audio to your system. In some cases firewall implementation will set “not allowed” incoming traffic onto a deny list, which will prevent a connection to the destination even if 3CX starts sending data (audio) to its destination.

 

[Escom Tech]

Ok, noted

Thanks again

 

[Alejandro_3CX]

you are welcome!