Solved No Audio via Desktop app or Web client

[pa_an_br]

Hi All

V18.0.237 - No updates available for install

I'm at a loss as the min and hoe someone can help.

• Desk Phones all work fine
• Web client/Desktop app work fine on external Wifi (Employee Homes)
• Desktop and Web client shows as provisioned on the Phones screen
• They can hear it ring on the headset but no audio when they answer
• Windows Firewall is allowing all TCP and UDP Ports out for the 3cx App
• MS Teams works without issue so assuming Chrome isn't the issue for the web client.

Does anyone have any idea?

Thanks

 

[VasilisV_3CX]

Hi @pa_an_br,

Where is the PBX installed?

How are the Desk Phones provisioned, via SBC, STUN etc?

Would Mobile client from same location as webclients have the same problem?

 

[pa_an_br]

Hi

Desk phones are on a separate vlan but set as Local Office in the PBX as that vlan has un-restricted access to just the PBX and Internet.

Mobile Clients work fine, they are on a separate vlan aswell, i cant put the mobile client on the same network as the PBX. The Laptops/Desktops with the Web client/Desktop client being used are on the same vlan as the PBX.

Thanks

 

[VasilisV_3CX]

Hi @pa_an_br,

Can you do two tests for me? From a Web Client local to the PBX, can you dial your voicemail number? Do you hear audio coming back? After this, can you dial *777, do you hear yourself speaking?

 

[pa_an_br]

@VasilisV_3CX Nothing

Thanks

 

[VasilisV_3CX]

Hi @pa_an_br,

Wait we need a clearer definition, are they both not working or only one?

Does the voicemail message play and you can hear it or not?

 

[pa_an_br]

@VasilisV_3CX nothing for both.

 

[VasilisV_3CX]

If you plugged an IP phone into the vlan locally to the PBX, and repeat the test, do you get anything back?

 

[pa_an_br]

@VasilisV_3CX Yep all works and it even works over the internet aswell without issue.

Thanks

 

[VasilisV_3CX]

Hi @pa_an_br,

On one of the PCs that is encountering the issue, can you download the Windows App (not Desktop App) - you can find this under Downloads in your Customer Portal. Don't worry if it says v16, it will still provision v18 extensions and work correctly.

Once installed, resend a welcome email to your email address and provision the extension using the attached file, which will open using the Windows Client you've just installed.

Now repeat the test we mentioned above. Does it work?

 

[pa_an_br]

@VasilisV_3CX worked perfectly.

 

[pa_an_br]

Didn't even know that one existed lol, Thanks very much.

 

[VasilisV_3CX]

Sure thing @pa_an_br,

The Windows Client is in no way deprecated so feel free to use it. If you'd like to dig deeper then I'd think you'd need a Wireshark capture running to see where the problem is occuring when you try to make a call.

 

[pa_an_br]

Thanks very much, will do that as its very helpful the webclient. I'm just swamped at the min lol. Again Thanks very much for the help.

 

[VasilisV_3CX]

No problem @pa_an_br, feel free to open a new thread if you require any further assistance or information.