No audio when users connect from home using VPN

[jofer]

Hi
I have a V18 with update 2 (Build 307) running on Windows server 2016R2. This is a big corporate customer with almost 2000 users. Because of Covid users work from home connecting into the work network using VPN (Global Protect) The user side is windows 10, with the webclient and new desktop app for windows. All updated to 18.7.10
Connecting from home over the VPN results in no speech in any direction. I have started the webclient after the VPN connection was established but still no audio. This is when using the desktop app and also the webclient in Chrome.

Any help here will be appreciated.

 

[jofer]

When I load the v16 windows desktop app and provision it I have audio both ways. From Chrome or the new v18 desktop app no speech in any direction.

 

[ChrisC_3CX]

Is this something you can replicate at will and that affects all 3CX Webclients/Desktop Apps that are connected via the specific VPN connection?

If yes, I highly recommend you make sure the VPN is not configured in a way that would somehow cause this. For instance, is it perhaps routing traffic differently depending on things like destination? Bear in mind that the 3CX Webclient and Desktop app will contact the 3CX PBX on the HTTPS port and on UDP port range 10500 - 10999 for media traffic which is what I think you should check first.