Solved No audio on PC

[Judako]

Hi, don't know if I'm in the right forum for this.
When answering a call on my PC, be it via the webclient or the windows app, I have no audio at all. Echo call doesn't give me anything either. When using the android app on my phone, I get audio in normal calls and when dialing *777.

On a sidenote, I see under https://www.poly.com/us/en/support/supported-softphones that the headset I'm using is supported, however I don't find anything on 3cx's side to download

 

[ChrisC_3CX]

On a sidenote, I see under https://www.poly.com/us/en/support/supported-softphones that the headset I'm using is supported, however I don't find anything on 3cx's side to download

First thing I'd recommend is making sure it isn't the headset's fault. Do you have audio in other sites, say youtube, etc? If using a laptop, could you test the built in audio devices instead?

If still it doesn't work, let us know of the following:

1. Where is the PBX hosted (On-Prem, Cloud Provider, Hosted by 3CX, etc)?
2. What version are you running (check in "Management Console >> Information >> License/version")?
3. What OS is it running on (Windows Server 2019, Debian 10 ,etc)?
4. Does the PBX fully pass the firewall checker in "Management Console >> Dashboard >> Firewall"?
5. Is the PC with the webclient local (same LAN) or remote to the PBX? If not local is this something you can try?
6. If remote, can you also try from a different location?
7. Have you tested other PCs and get the same issue?

 

[Judako]

First thing I'd recommend is making sure it isn't the headset's fault. Do you have audio in other sites, say youtube, etc? If using a laptop, could you test the built in audio devices instead?

If still it doesn't work, let us know of the following:

1. Where is the PBX hosted (On-Prem, Cloud Provider, Hosted by 3CX, etc)?
2. What version are you running (check in "Management Console >> Information >> License/version")?
3. What OS is it running on (Windows Server 2019, Debian 10 ,etc)?
4. Does the PBX fully pass the firewall checker in "Management Console >> Dashboard >> Firewall"?
5. Is the PC with the webclient local (same LAN) or remote to the PBX? If not local is this something you can try?
6. If remote, can you also try from a different location?
7. Have you tested other PCs and get the same issue?

Hi Chris, thanks for getting back to me.

Not the headsets fault, audio works fine on the machine on different sites and with different headsets.

1. Hosted by 3cx
2. Latest version for sure, can't check the management console atm but customer portal says v18 update 3
3. -
4. yes it does
5. Remote
6. Tried from my phone using both office WiFi & mobile data, worked fine
7. Checked other PCs in the same Network, issue persists

Will do more testing with different PCs in the office & in different networks

 

[ChrisC_3CX]

If it's Hosted by 3CX then firewall configuration on the PBX end should be just fine, that said, since this isn't a headset issue it may very well be a network issue meaning only thing that's left is the network the PC is on.

Note: Do not rely so much on the fact that the mobile app works because it has different network requirements than the webclient. To test a different network, I'd recommend creating a hotspot with your mobile, connect your laptop to it and try the webclient on the PC again.

 

[Judako]

Was a network issue, we figured it out. Thanks for the help anyways.
Will open a new thread for the headset per se

 

[ChrisC_3CX]

Glad to see you got this sorted!

Please open a new thread should you need anything else!