The microphone is't working in 3CX desktop version

[silvana.tieko@matrixsaude]

I have two computers, with different hardware specs and both are presenting the following problem. During a call everything is working fine and suddenly the mic stops working, when this happen the mic icon (the one that appears on the side of the clock) keeps blinking, like it is turning on and off.
This occurs in every call, but only when using the desktop version, the web version works fine using the same headset. Both use Windows 10 updated.

 

[JohnS_3CX]

Hi Silvana,


What version is you App? Click the gear icon on the bottom right, then Advanced Settings, then About.

 

[silvana.tieko@matrixsaude]

Hi JohnS_3CX,

The version is 16.3.0.144

 

[JohnS_3CX]

This is indeed a strange issue, if these are different PCs and not using the same hardware.

What mic are they using, built in or USB headset?

Would it be possible to make a short video of this happening so we can see exactly what is going on?

 

[silvana.tieko@matrixsaude]

In both cases, the same headset model, Jabra Evolve 65 (USB adapter and bluetooth), is used.

 

[JohnS_3CX]

Have you tried to install the Jabra software first?
https://www.3cx.com/docs/jabra-headsets

 

[silvana.tieko@matrixsaude]

Have you tried to install the Jabra software first?
https://www.3cx.com/docs/jabra-headsets

Yes, both computers have Jabra Direct software installed.

 

[JohnS_3CX]

Can you please share the steps needed to reproduce the problem?

Or do you just make a call and this starts immediately?

 

[silvana.tieko@matrixsaude]

The problem occurs randomly. When it happens, sometimes it's in the begining of the call and sometimes during the call

 

[JohnS_3CX]

Thanks. Please take a look at the picture below, and let me know if you get the "3CXPhone Not ready" message too when this problem occurs.

 

[Jeremiah]

We are also having this exact same issue with about 6 different computers with the 3cx windows softphone installed. We have changed headsets with different brands/styles (Jabra, Plantronics, USB, etc.) and nothing works.

We have even reset windows to factory settings and reinstalled 3cx, and it still does not solve the issue. We have tried disabling all applications besides 3cx from having access to the microphone but that does not work either. So far we have only been able to replace the computer with a different one... but more and more of our terminals are starting to have the issue.

The problem is very random and only happens during a 3cx phone call. Using other applications like Skype have not exhibited the same problems with the microphone.

 

[silvana.tieko@matrixsaude]

Thanks. Please take a look at the picture below, and let me know if you get the "3CXPhone Not ready" message too when this problem occurs.

View attachment 17091

This is the picture taked during the problem in one of computers.

 

[Jeremiah]

Hello, we get the error even when the 3cxPhone device in Jabra is listed as "Ready." Note we have also had this issue occur with a USB headset (non-Jabra) on the same computer.

 

[silvana.tieko@matrixsaude]

Hello.
Some update about this issue?

 

[JohnS_3CX]

Hi Silvana,

Sorry, no confirmation on this yet. We tried various Jabra sets and they all appear to work without causing the specific issue.

We are also expecting some updates from Jabra so the integration will work (answer button) but other than that we do not have this issue reported with the mic stopping to work yet.

I would recommend to also contact the manufacturer in case they are aware of this issue and have a possible solution.

 

[ebrowne_sts]

Hello, experiencing the same issue with a generic usb headset. Mic works with every other app except 3CX windows client. It even works through the 3CX browser extension. Could it be an issue with windows microphone privacy? (Although it list the desktop app as having access to the mic)

 

[imagehq]

We are having issues as well with bluetooth headsets. All other application works. I can listen to Youtube from Chrome/Edge but cannot hear nor speak on the 3CX Extension. This is happening on a vanila windows installation as well.

 

[JohnS_3CX]

Hi @imagehq

Are you noticing the mic icon flickering like post #5 above?

 

[imagehq]

Yes we were getting a click on attempt to make calls. However, we have fixed the problem at this end. We discovered that the 3CX client isn't using the default audio device selected in the personalize setting. Manually selecting the device for Speaker/Ringer/Microphone fixes the issue despite being the same device. This will work for now but I am not sure when we change audio devices. I hope this helps others.

 

[imagehq]

The issue is back again. Having to tell the users to change setting in 3CX every time they need to use is not ideal. Has anyone figured this out?