No audio from one speaker for one participant

[François (tebu-bio)]

Hello !

We are experiencing a weird problem here : one participant (at least) cannot hear the speaker, while others can. The audio is on, as this participant can hear the others talking sometimes, but NOT the audio of the presenter ! It's a huge problem as you can imagine. If it was consistent, with all the participants not hearing the presenter, I would know what to look at, but this is clearly different. Did anybody noticed this problem? Do you have a solution ? That makes the web conferencing not reliable. We never noticed this problem before, it seems to be quite recent. We are using V16, update 3.

 

[JohnS_3CX]

Hi François

Can we isolate this specific user somehow? Perhaps they can test using another pc and another internet connection?

Some useful information would be

• Browser and version
• Internet connection used reliable?

 

[François (tebu-bio)]

Some complementary info :

• apparently, this user was the only one not hearing
• on Chrome, version 78
• internet connection was the same as other users here, and they heard fine
• and again, she was hearing everybody else, except the presenter. So the bandwidth was not a problem, the audio on the computer was not either
• on the interface of the presenter, she was appearing twice. But she didn't have the interface opened twice on her computer, I checked.
• she was the host of the webconference, so she had full rights

 

[JohnS_3CX]

Oh so the host was not hearing one of the participants, while the other participants could hear this person?

I thought originally that presenter = host

 

[François (tebu-bio)]

That's where they decided to make it complicated instead of simple

The host set up the webconference, invited everybody.
The presenter was one of the participants, she was given the rights by the host.
The host was the only one NOT hearing the presenter Everybody else could hear the presenter just fine. And the host could hear anybody else, except the presenter. Which of course quite sucks

 

[JohnS_3CX]

If you can replicate this scenario please let us know. Otherwise I would suggest to just get the person to refresh their browser, but make sure the window is in focus when the conference i loading/joining

 

[François (tebu-bio)]

Thanks. Indeed, if it's just a one time problem, it's not worth investigating more. I will keep an eye on the next web conferences.