Strange "no sound" issue

[MH_INDUS]

Hello all,

I'm currently troubleshooting an issue where 1 of our users is unable to send or receive audio via 3CX Webclient.

The Headset is working fine in Windows and in Chrome. 3CX Webmeeting has no issues.

But if he tries to call someone they can not hear him and he cannot hear them. When he gets an incoming call then he hears the ringtone through the headset but after picking up it stays silent.

I tried clearing the Chrome cache, tried Firefox and Opera, tried the PWA, always no sound.

Other users in the same network have no issues, so I don't believe that it is due to network issues.

Has anyone else encountered something like this or has a possible fix / workaround?

I am running the latest V18 on premise.

Kind regards
Martin

 

[Alphabetic]

What RTP mode have you got set up under 3CX app provisioning?

 

[MH_INDUS]

@kieferschild RTP Mode is set to normal, also for all other users

 

[ClsVip]

Hello all,

I'm currently troubleshooting an issue where 1 of our users is unable to send or receive audio via 3CX Webclient.

The Headset is working fine in Windows and in Chrome. 3CX Webmeeting has no issues.

But if he tries to call someone they can not hear him and he cannot hear them. When he gets an incoming call then he hears the ringtone through the headset but after picking up it stays silent.

I tried clearing the Chrome cache, tried Firefox and Opera, tried the PWA, always no sound.

Other users in the same network have no issues, so I don't believe that it is due to network issues.

Has anyone else encountered something like this or has a possible fix / workaround?

I am running the latest V18 on premise.

Kind regards
Martin

Regarding webclient and audio issues this is generally caused by the lack of Stun requests sent /received (sent by the webclient to the PBX to negotiate the audio ports). First run the firewall checker from your management console and make sure all tests pass.

 

[MH_INDUS]

Hi @ClsVip, that seems like it could be the issue, will investigate further.

 

[italo_poloit]

Any news on this? Having the same issue here.

 

[MH_INDUS]

The issue was that the user messed with his DNS settings and then the rtp packets were sent to the external IP of our 3CX instead of the internal IP. The packets with the wrong path were blocked by the firewall.