Solved New Windows App/Web Client not working outside LAN

[MSET]

The new windows app (nor the web app) does not transmit or receive any audio when making calls for users who are outside our LAN (at home, over the internet) where the PBX is installed. I say outside the LAN, because that is the best that I can describe it. Some immediate troubleshooting history before I go overboard on details:

• The calls themselves connect but are silent on both ends.
• I've tested calls to user extensions
• I've tested calls to the *777 echo service
• The legacy desktop app works fine (no audio issues)
• The new android app works fine (have not tested the iOS app)
• This is all on v18.0 Update 2 (Build 307)

Our office LAN is multiple subnets/routed, our PBX is on a separate subnet from where I have tested the new desktop app, and it worked fine there. The desktop app has no audio problems when on any of the subnets within our building, so it's seemingly not some layer 3 issue. I had tested it remotely on clients with VPN interfaces, but I also disabled those and tested it without (ensuring any routes were not left over) so unless the phone app is remembering some path decision (trying for a local address or something) I'm not sure what is different about the remote use case.

The android app, and the legacy app both have no issue calling the echo service (or any other extension) when in the same network conditions as the new app. I've also found the issue is the same with the web client (I think this is not surprising given the desktop app is basically the web app now).

Anyone have any idea if there are some advanced diagnostics that I can inspect that might detail where the audio is failing? Or if there is some difference in how the legacy and the new/web apps connect audio?

 

[VasilisV_3CX]

Hi @MSET,

Have you passed the Firewall Checker? The Firewall Checker does not check all of the ports, so make sure that the ports have been forwarded as per our guide: https://www.3cx.com/docs/ports/ especially ports 9000-10999 which are used for WebRTC.

 

[MSET]

Hi @MSET,

Have you passed the Firewall Checker? The Firewall Checker does not check all of the ports, so make sure that the ports have been forwarded as per our guide: https://www.3cx.com/docs/ports/ especially ports 9000-10999 which are used for WebRTC.

Well... most certainly I did not check the firewall checker. Indeed, the WebRTC ports are not forwarded at the moment. I will correct this and see if the issue is resolved. We had this working but had to swap routers a few weeks ago and I did not connect the two because I thought we got all the firewall settings copied. The legacy app and the phone app must use some other protocol/ports then! I will report back if this corrects the issue. Thanks!

 

[MSET]

It was specifically the WebRTC ports 9000-10999. I corrected our firewall, and now the web app and new desktop app are working correctly. Thanks again for the reply. I'll definitely remember to check the firewall checker next time I have some external issue.

 

[VasilisV_3CX]

Glad to hear @MSET, feel free to open a new thread if you require any further assistance or information.