Solved Sound issue with 3CX Desktop App V18

[gsoares]

Hi,

We are trying to migrate users to V18 Windows Desktop App (Version 18.8.508) and we are facing to a BIG issue.
In Incomming and outbound calls, we have the ring sound, but no sound/voice once established.

Windows microphone privacy is OK.

We use a Jabra Evolve 65, but the issue persist using others sound devices.

We have always the V16 client installed, and no sound issue with the V16 !

Server version: 18.0 (Build 461)


Sincerely.

 

[ChrisC_3CX]

Hey @gsoares

Have you checked settings in Audio/Video of the Desktop app? What devices are selected, is the headset the windows default audio device for the speaker and microphone?

Also, is this the only PC with the issue or do you have the same problem on more than one PC? Have you tried uninstalling and re-installing the 3CX Desktop app?

 

[gsoares]

Yes I have checked settings in Audio/Video.
The devices selected:
- Ring: Default - Speaker (2- Jabra Link 370) --> Works as expected
- Speaker: Default - Speaker (2- Jabra Link 370)
- Microphone: Default - Microphone (2- Jabra Link 370)

The Headset is the default audio device.

All PC have the same issue.

 

[ChrisC_3CX]

Are all affected PCs on the same remote network perhaps? If yes, can you take one PC/laptop and test it on another network? You could potentially just create a 3g/4g hotspot and connect a laptop to it then test again.

Also, can the PBX completely pass the firewall checker?

 

[gsoares]

Great idea, but same issue on another network (5G hotspot).

I ran a PBX firewall checker and the result is OK (all green)

 

[ChrisC_3CX]

I'll PM you shortly for more information on this.

 

[ChrisC_3CX]

After looking at this closer with @gsoares we've determined that the whole port range required for WebRTC was not forwarded. The reason the firewall checker passed is because it does not test the entire range and it just so happens that the range it DID test was forwarded correctly.

Everything seems to be in order now so I'll be marking this thread as solved.

Please do let us know if anything else comes up!