Solved No audio on Webclient, Web App or Desktop App V18.0 (Build 461)

[Mickel den Ouden]

We experience an audio problem (2way) on the 3cx PBX from one of our customers.

3cx is a hosted PBX (not hosted at 3cx) it is a professional version
There is no audio if we are using the webclient, web app or the new Desktop app.
Calling from the 3cx android app, 3cx iphone app and the windows client version V16 is no probleem.

It does not matter if we call an external number or an internal extension. there is no audio via webclient, web app or the new Desktop app.

calling the voicemail or the echo test *777. No audio

Tested it from google chrome, microsoft edge and firefox (all the latest versions) no audio

Tested it from several places with the webclient, web app or the new Desktop app no audio


We also host a couple of other 3cx PBX on the same platform with the same version and there is no probleem with calling from those PBX's with the weblient, web app or the new Desktop app.

This morning i did a restart but that did not solve the problem.

anyone the same problem ?

 

[VasilisV_3CX]

Hi @Mickel den Ouden,

Did your firewall checker pass? Have you forwarded the entire port ranges from 9000-10999? Here is a list of the ports used by 3CX for your convenience: https://www.3cx.com/docs/ports/

Bear in mind that the Firewall checker does not check the entire range, so it may pass but if you've not forwarded the entire range this can still happen.

 

[Mickel den Ouden]

We used the firewall checker and checks oke.
I did ask my hoster to check their firewall and they said the range 9000-10999 is open.

I did also see that if i use the webclient dialer and the connection is up (but no audio) you can't choose the numberpath

 

[VasilisV_3CX]

Hi @Mickel den Ouden,

Can you create 2 test accounts on your PBX and PM me the link to your webclient login page and the usernames and passwords for the extensions you created?

 

[VasilisV_3CX]

UPDATE: Requests not reaching PBX, @Mickel den Ouden will investigate further and revert.

 

[Mickel den Ouden]

My colleague has arrived on the location of the customer who is using the 3cx PBX.
There network has a VPN between their 3 locations and my hoster (who is also the internetprovider)
So this network is inside the network of our hoster.
calling from his laptop with the webclient is no problem to the outsite world.
Calling him back on my webclient is again a nogo.

I have contacted my hoster and they wil investigate the problem

 

[Mickel den Ouden]

The problem is solved.

Our customer is using a different firewall construction because they use several locations

The firewall they are using did not use ports 7000-10999 but only ports 9000-9499 on 3cx RTP
After they changed it to 7000-10999 the problems were over.

why we did not have this probleem before is because they only used IP phones and no webclient.

Thank you very much VasilisV_3CX for pointing us in the right direction.

 

[NicholasP_3CX]

Just a note for the firewall check to pass that only ports 9000-10999 are required. 7000 to 8999 are not necessary.