Unfortunately still Audio issues in Webinar

[indiciumconsultancy]

Hi,

I am still having issues with the audio. I can't find the solution. It's becoming embarrassing to me as I have to cancel the webinar and start calling people separately by phone.


Issue:
Today I had a webinar setup ahead of time. I had one attendee. We both were using Chrome browser. I am on a Mac with Sierra ver. 10.12.5. not sure what the attendee was on.
I was able to hear her, but she was not able to hear me.

Resolve:
We both rejoined the webinar without any change of behavior.
I made sure the mic was on for both parties but no change in behavior.

Expected behavior:
Both parties can hear each others audio immediately upon enabling the mic.


Can someone from 3CX troubleshoot with me to determine what the issue is?

Hope to resolve this soon as it interrupts our business flow.

Thanks for the assistance.

 

[indiciumconsultancy]

Update: We had a new conference call using the webinar setup just now. When we started with 3 all went fine, however once we got 5 joining us the system started to breakdown on us.

The last that joined us had a good audio connection, however, the 3rd that joined was kicked out of the meeting and kept being kicked out each time she tried to connect.The 4th had initially an ok audio connection, but than we could not hear her anymore, she was only able to hear us and use chat.
Some got notifications about not using video and only use audio because of bandwidth. However, none had video enabled. It was disabled for all.

We got remarks for us to use Webex as this would be a better service. Hope to solve this.

Thanks

 

[indiciumconsultancy]

Any 3CX engineer likes to take ownership of this issue?

 

[LeonidasG_3CX]

Hi there, i'll have to point you to 3CX Support as that would be the more appropriate channel to troubleshoot an issue like this. There's only so much that can be done on the forum to troubleshoot this. To add to this, for your information, there haven't been any incidents similar to this that we're aware of.

Issue:

Today I had a webinar setup ahead of time. I had one attendee. We both were using Chrome browser. I am on a Mac with Sierra ver. 10.12.5. not sure what the attendee was on.
I was able to hear her, but she was not able to hear me.

In a Webinar, by default all participants have no video/audio. Can you clarify who was the participant and who was the organizer here?

Resolve:

We both rejoined the webinar without any change of behavior.
I made sure the mic was on for both parties but no change in behavior.

Could you verify whether the other person has a microphone or audio output(speakers/headset) connected and correctly configured both in Windows audio devices and inside WebMeeting's multimedia settings?

In some cases, some users can have multiple audio input or output devices on their PC. If incorrectly set, the user can have issues like this.

Update: We had a new conference call using the webinar setup just now. When we started with 3 all went fine, however once we got 5 joining us the system started to breakdown on us.

The last that joined us had a good audio connection, however, the 3rd that joined was kicked out of the meeting and kept being kicked out each time she tried to connect.The 4th had initially an ok audio connection, but than we could not hear her anymore, she was only able to hear us and use chat.
Some got notifications about not using video and only use audio because of bandwidth. However, none had video enabled. It was disabled for all.

We got remarks for us to use Webex as this would be a better service. Hope to solve this.

Thanks

It looks like some of the issues you're experiencing may be related to bandwidth issues on your or some of your participants. We actually compensate to the best possible extent for users with low bandwidth.

In the case where users have a very unstable connection with excessive packet loss or lack of bandwidth, there's unfortunately not much that can be done to prevent disconnections other than to try a lower bandwidth setting for video or to try having a meeting without video as the bandwidth notification dialogs suggest. You can also try using the 'Stability' setting for your meetings. You can find it under Settings > Multimedia > Video Adaptiveness as this may help.

 

[indiciumconsultancy]

@LeonidasG

Thanks for your response. I have provide feedback below:

In a Webinar, by default all participants have no video/audio. Can you clarify who was the participant and who was the organizer here?

I was organizer she was participant.The Video was disabled by me and audio enabled for both.

Could you verify whether the other person has a microphone or audio output(speakers/headset) connected and correctly configured both in Windows audio devices and inside WebMeeting's multimedia settings?

In some cases, some users can have multiple audio input or output devices on their PC. If incorrectly set, the user can have issues like this.

No way for me to verify this, and also not really a subject of discussion when the other party is a prospect.
As this issue as been happening many times before with other people of which people with a understanding of computers and regularly use webinar software, it is most likely some software issue. I suggest you built smart controls and an additional wizard that will run through the users audio/video before the user is able to join the webinar/conference.

It looks like some of the issues you're experiencing may be related to bandwidth issues on your or some of your participants. We actually compensate to the best possible extent for users with low bandwidth.

In the case where users have a very unstable connection with excessive packet loss or lack of bandwidth, there's unfortunately not much that can be done to prevent disconnections other than to try a lower bandwidth setting for video or to try having a meeting without video as the bandwidth notification dialogs suggest. You can also try using the 'Stability' setting for your meetings. You can find it under Settings > Multimedia > Video Adaptiveness as this may help.

This could be the cause of some of the issues related to dropping out, but not related to the audio mute issue. Additionally the participants that dropped out, tried to call in by phone, which didn't work for them. The call-in by phone worked as I tested it together with another and it worked fine before the meeting.
Suggest the same as above remark. Build in a step before joining that will verify all limitations and report back to user and organizer. The popup that was received informing a user of using audio instead of video because of bandwidth issues, is not clear enough in its description and suggested resolve during a webinar. Why don't I have these issue when using Webex?

Kind regards,

ps. support tickets will cost money to setup. this seems strange to me to pay additional for such an issue.