V16 Desktop App - Audio issues after sleep

[MKane]

We are having a strange problem where some users are unable to hear callers when answering the call after their computer has gone to sleep.

We have tried disabling sleep entirely when plugged in, but their laptops are not always plugged in, and plenty of other laptops go to sleep without this issue.

We have tried different headsets, but the problem still happens.

Closing and re-starting the 3CX app is not sufficient, and a reboot is required to resolve the problem.

 

[N_G]

v18 for much better desktop app and mobile app performance

 

[MKane]

v18 for much better desktop app and mobile app performance

Unfortunately, the web client doesnt meet our security requirements since there is no MFA option, so we have not migrated the users to V18 yet.

 

[Evolute IT]

Unfortunately, the web client doesnt meet our security requirements since there is no MFA option, so we have not migrated the users to V18 yet.

v16 doesn't have MFA either, so your argument is not really valid there.

 

[MKane]

v16 doesn't have MFA either, so your argument is not really valid there.

Agreed, which is why we have the web client disabled entirely. The V16 desktop app does not require the web client to be enabled, while the V18 desktop app does.

 

[Evolute IT]

Agreed, which is why we have the web client disabled entirely. The V16 desktop app does not require the web client to be enabled, while the V18 desktop app does.

The V16 client does work with V18 if you didn't upgrade the PBX side yet.

 

[MKane]

The V16 client does work with V18 if you didn't upgrade the PBX side yet.

I upgraded the PBX, in the hopes it would resolve this audio problem (and because it was time), but alas it had no impact. I believe the issue is with the V16 Desktop app itself, but it seems very strange that it is only affecting a small portion of people and not widespread across the company.

 

[Evolute IT]

Make sure their Windows is up-to-date. Audio is handled by the drivers, so it may be an issue with hardware reservation.

 

[MKane]

Windows is up to date. Drivers are up to date, even tried different drivers, and different headset.

All other applications play audio after waking from sleep except 3CX.

 

[Evolute IT]

What version of Windows is used? 10 or 11?

 

[MKane]

What version of Windows is used? 10 or 11?

Windows 10.

 

[ChrisC_3CX]

Are the affected users by any chance running a VPN client on their PCs? If yes, you will have to make sure that the VPN connection is established before launching the app. Having the PC go into sleep mode while having both active may cause issues meaning you might have to completely exit both, re-establish the VPN connection and then re-launch the app.