One Way Audio Drop Outs

[usat]

Good morning everyone,

Recently we upgraded from Server 2012 to Server 2019 to accommodate ver 16.0.5. Ever since, we have been receiving complaints from remote users who state that their audio dies out within 15-30 minutes of being on a call. Usually the other party can hear them fine but our users cannot hear anything on their side. This is happening with iOS mainly and only with our remote users. Users are who working from the office do not experience any of the problems.

I've confirmed that the tunnel is enabled for the users and have had them re-register their devices. I also have restarted the tunneling service on the server as it never started correctly on it's own when we were on Server 2012. Our firewall all looks fine and I don't believe it is anything port related. One of the users has found that completely closing the 3CX app on their phone and relaunching it seems to correct the issue for a short amount of time.

Does anyone have any thoughts?

Thank you.

 

[Alphabetic]

Hi

Have you ran a firewall test from 3CX MGMT console since the upgrade?

Are they on latest 3CX client for iOS?

Can iOS users run a *777 echo test and replicate the issue?

Can you turn on call recording to listen to this audio?

And can you provide the following info:

• 3CX Version, e.g. Standard Annual 16.0.2.910
• Server OS, e.g. Debian 9 / Windows Server 2012 R2 / Raspberry Pi
• Is the 3CX Server Hosted and where?
• IP Phone Make/Model/Firmware
• Provisioning Method: Local / VPN / STUN / SBC
• Trunk Provider or Gateway Make/Model
• Has the Firewall Checker passed: YES / NO
• Are custom Phone Templates being used: YES / NO

 

[usat]

Hi

Have you ran a firewall test from 3CX MGMT console since the upgrade?

Are they on latest 3CX client for iOS?

Can iOS users run a *777 echo test and replicate the issue?

Can you turn on call recording to listen to this audio?

And can you provide the following info:

• 3CX Version, e.g. Standard Annual 16.0.2.910
• Server OS, e.g. Debian 9 / Windows Server 2012 R2 / Raspberry Pi
• Is the 3CX Server Hosted and where?
• IP Phone Make/Model/Firmware
• Provisioning Method: Local / VPN / STUN / SBC
• Trunk Provider or Gateway Make/Model
• Has the Firewall Checker passed: YES / NO
• Are custom Phone Templates being used: YES / NO

Yep, firewall test looks good.

Yes, on latest version of iOS client.

I will have users try the *777 echo test.

I'll have the users try the call recording.

3CX Version: Professional Perpetual 16.0.5.612
Server OS: Windows Server 2019
3CX server is hosted on prem
Phones: all iPhones, various models from iPhone 8 Plus through iPhone 11 Pro
Provisioning method is via 3CX server config file per extension
Trunk Provider: Flowroute
Firewall Checker Passed:Yes
No custom template

 

[usat]

Bumping this in the hopes that I don't have to create a new post.

We have found that for some reason, hitting the record button on the phone or the Windows app and then immediately turning off the recording function allows the audio to come through. Our remote users are using that as a work around for now, but does that point to any particular issue for anyone? We really need a permanent fix.

 

[Alphabetic]

You didnt specify who your provider is - are they supported?

What happens if you enable re-invites?

 

[usat]

Sorry about that. I thought I had specified who the provider is. It is Flowroute, and yes they are supported.


Supports Re-Invites is already enabled on the SIP