No audio on the first call when using the windows client.

[thomas.dejong]

Dear 3cx enthusiast's

One of our customers has a strange problem, The first call of the day ( or after rebooting the windows computer ) they won't have a working mic for the first 10/20 sec..

They have the latest 3cx windows client.
Windows 21h1
Headset : Jabra EVOLVE 40 UC Mono

Version : 16.0.9
running on cloud linux
Standaard annual

Codecs
722
a-law
u-law
729

There are no issues when using the smartphone on the same network as the computers ( wifi )



Thanks for your time!

 

[ChrisC_3CX]

To first get a bit more information on the issue:

1. What version of the 3CX Windows Client are you running? You can check under "Settings(Cogwheel icon) >> Advanced Settings >> About".

2. If you reboot the Windows PC and then test the microphone in another app before you attempt a 3CX call, does the mic okay?

3. Does the 3CX PBX fully pass the firewall test? You can run it from the Management Console in "Dashboard >> Firewall".
Note: Running the firewall test will restart 3CX services rendering it temporarily unavailable.

4. Have you used a second or third 3CX Windows Client on another PC on the same network? If yes, do you get the same behavior?

5. Is the Windows PC running an antivirus or VPN client?

 

[thomas.dejong]

1 - version softphone 16.3.0.220
2 - Yes
3 - Firewall check all atributes green
4 - 3cx app on same network there are no issues there.
5 - We use a fortigate firewall on location of the customer ( not a client on the computer it self )
5 - antivirus ( eset )

 

[ChrisC_3CX]

4 - 3cx app on same network there are no issues there.

So this is only affecting one specific PC that is on the same network as other PCs that do not face the issue? If yes, I'd recommend replacing the headset with one you know is working to eliminate the possibility of this being a headset related issue.

If the issue persists, try completely uninstalling the antivirus, reboot the machine and try again.

If that fails too, before re-installing the antivirus, completely uninstall 3CX, reboot the PC, reinstall and try again.

Do let me know how it goes.

 

[thomas.dejong]

No i wish that was the case..

Its on every computer and they all have the same hardware..
And the Solutions writen above did not work.

 

[ChrisC_3CX]

So the two major common denominators are the 3CX PBX and the network for these 3CX Windows App. Do you happen to have any 3CX Windows App at a different network connected to this same PBX? Do they have the same issue?

If you do not have any, as a test, please create a test extension on the 3CX PBX, download the 3CX Windows App on your own PC/Laptop that is on a different network, provision it with the test extension and test by dialing *777 for an echo test. Does the same behavior occur?

 

[thomas.dejong]

We did some hardware tweeks, we hope its solved now..