Sound/Mic Issue that is happening to Webclient only

[k.hamza]

Greetings,

So we have about 270 Users, Using Webclient to be make and receive calls for about 6 years without a single issue.
last month we upgraded From v18 to v20 and we had some issues related to notifications popups and making the users registerd so they can appear online and then receive calls and make calls and all good now.
Except for some users, about 10 users or more they have a Sound/mic issue while using the webclient
they can receive and make calls but they cant hear the other side nor the other side can hear them, even when i dial *777 to test mic and sound there is no sound at all
example:
Laptop: Windows 11 Pro 64bit
Google Chrome : Version 141.0.7390.123 (Official Build) (64-bit)
Microphone :allowed
Sound: Allowed
Notification: Allowed
and still cant hear or talk using a headphone or even using the Laptop internal mic and internal speakers even thought they were working just fine in V18
even cant listen to a current call or whisper.
*Note: Same laptop is working just fine with the 3CX windows app, so it seems it is related to the webclient only
what seems to be the problem here ?

 

[KyriacosS_3CX]

Hello,

What version of the PBX? Can you try to clear cookies and cache completely from the browser, re-enable media access and see?

 

[k.hamza]

PBX Current Version is : 20.0.7.1057
Also Cleared cookies and cache and still same issue, actually i tried also on Edge and Firefox and exactly same issue

I hear no sound at all, even if I dial another agent internally we cant hear each other

 

[KyriacosS_3CX]

Do the extensions have phones too, or are they only provided via the browser/pwa?

 

[k.hamza]

Only Provided Via the Browser/pwa

 

[KyriacosS_3CX]

I would suggest

A) Turn on PBX delivers audio in user settings.
If no change
B) Packet capture on a PC and the PBX to see who is not sending/receiving packets properly. It might be a windows firewall that is catching something and blocking RTP packets for example.

 

[KyriacosS_3CX]

And of course if you would like more direct assistance you can open a ticket with support, so a more in depth look can be taken.

 

[KyriacosS_3CX]

And forgot to ask, does the Firewall Checker show Green?

 

[k.hamza]

*Firewall Checker show Red actually
And did a packet capture and see only STUN traffic, no SIP or RTP
Wireshark's Telephony > RTP Streams = Empty
and no SIP sessions show up either

Also disabled my windows firewall and still the same

 

[SteveITS]

If you restart one of the PCs does the audio work on it now?

 

[KyriacosS_3CX]

In the STUN traffic, are the IPs shown the expected ones?

With firewall on red, try and see what might be blocking things on the PBX side - servers own firewall, som hardware device in-front of it, something somewhere is not letting everything that should do so, flow through.