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]

Are they connecting to a remote PC or is this a physical PC?

Does the headset get removed / disconnected at any point between sessions or restarts or sleep/wake events?

If it defaults back to primary driver, then it may be that the app no longer sees the headset and mic after a while or it got disconnected reconnected at some point causing the app to default to primary sound driver

 

[imagehq]

These are all physical computers in the office. The app rightly points to the default sound device but does not actually use them. Other chrome extension/YouTube work correctly and use the default sound device. This issue only started a few days ago as the installation had been working flawlessly for the past few months.

I now have another client with the same issue.

As you can see from the attachment, I have manually selected the same devices in the 3CX_Working that are auto-selected by the app in order to use the device.

 

[JohnS_3CX]

Not very confident if it will work well since this is a bluetooth headset. I give description here in another thread about what may be part of the reason, and picking the "AG" devices across the board may help you. It's a webmeeting related thread but the concept is the same when it comes to bluetooth devices.

https://www.3cx.com/community/threads/bluetooth-double-entry.74928/#post-341064

 

[TBWD]

BTW, That image is from the Chrome extension and NOT The Windows Client. Not sure if anyone else picked that up or not.

 

[JohnS_3CX]

@TBWD yes, he mentioned it in an earlier message, its different type of case but when it comes to BT devices YMMV

 

[Gaspard_S2F]

Hi, we seems to have the same issue here, we have 3 different 3CX user on the same hardware : Lenovo IdeaPad Laptop, two of them are encoutering the issue when using Jabra headset, tested with different jabra headset and having the same result : the headset randomly stops working during calls with the microphone usage indicator flashing in the system tray. We have another user on the same hardware that doesn't seems to have this issue, but he reported not using any headset, just the built in microphone / speakers. Interrestingly enough, on the same computers were we have issues, the users can use 3CX through Citrix with no issues.
Moreover we've tried replacing the computer with a brand new one ( same model ) thinking that it may be a windows configuration issue, but the user has the same problem on the new one.
I'm pretty convinced this issue has to do with the way windows manages sound devices on the specific version of windows that Lenovo put in those computers...
For now I have told the users to use the webapp, hoping we will soon find a solution!

 

[imagehq]

The issue for me was resolved by rolling out the beta version of the latest 3CX to my clients. I did not do an in place upgrade but rather a clean install and restored the configuration just in case. May not be ideal if you have more than 10 clients!
However, the sound quality isn't as good but better than no sound.

 

[GarethM]

We are also encountering this issue, 3CX Windows client (latest) and Jabra headsets with Jabra Direct, sometimes you make or receive a call and the other party cant hear you - hang up and dial back and its ok again.

Headset works fine in other apps (Teams, Zoom etc)