Solved Video quality / connection issue

[weimerd]

Hi @ll,

we see soome large issue with video conferences at the moment. Since several hours we can't even use the service as the quality is too low to even transport audio. Video is cluttered heavily as well.
As we see this on three different instances (different phone systems, different clients) and the users are mostly working from home offices we are pretty shure there must be an issuie with web conferencing servers on 3CX side.

Can anyone confirm this?
Actually our clients needed to cancel their 3cx meetings. Two of them switched to Teams temporarily with no issues there.

 

[VasilisV_3CX]

Hi @weimerd,

Is this something you're able to reproduce now? If you start a new meeting, do you have the same quality issues?

How many users were in the meeting? How many had video enable / audio enabled?

 

[weimerd]

After getting complaints from users I tested it with just one, so just me and another user in video call. I was able to reproduce it. Video and audio enabled. Quality setting was standard. No Full HD.

The meeting was a planned meeting.
I tested it with instant meeting and had no issues.
Is there an issue with meetings that are planned for a longer time span? I guess all of the meetings are daily meetings that are using the same link every day.

 

[VasilisV_3CX]

Hi @weimerd,

Can you tell me what you have selected in the Management Console >> Settings >> Conferencing >> Location?

 

[weimerd]

Hi @weimerd,

Can you tell me what you have selected in the Management Console >> Settings >> Conferencing >> Location?

Europe on all instances. All users are German users

edit1: And the issue seems to be since today. One client told me he had the issue yesterday as well already. Can't verify that as most clients just called me this morning.

edit2: at least one client had issues with a meeting that was just planned one week ago. Is there any change in how links are generated and handled from 3cx side within the last 48 hours?

 

[VasilisV_3CX]

Hi @weimerd,

We've checked on our side and we cannot find anything that is a problem. Can you schedule a new meeting and try again?

 

[weimerd]

Hi @weimerd,

We've checked on our side and we cannot find anything that is a problem. Can you schedule a new meeting and try again?

After some investigation we found that new scheduled meetings will work without issues but only meetings that are planned 2 days ago or longer won't work properly. Did you canage anything server side? We can reproduce that. weird.

 

[VasilisV_3CX]

Hi @weimerd,

We've made no changes server side. This may be just a glitch but it is resolved now. As there is nothing that we've changed, I would suggest recreating the meetings from 2 days ago for now.

 

[voip-toni]

Hello,
On our system we have the same issues.
Today is "Weekly Meeting Day" several users complain about very bad video/audio quality and disconnects.
All meetings are scheduled. The links should stay the same, so the meeting was scheduled months ago.
Region is Europe

• 3CX Version: Enterprise Annual 18.0.234
• Server OS Debian 10
• Is the 3CX Server Hosted and where? on prem
• IP Phone none
• Provisioning Method: na
• Trunk Provider or Gateway Make/Model : multiple
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: na

A new quick meetin also had very bad quality.
How can this be fixed?!

 

[voip-toni]

please see screenshot

 

[weimerd]

Hi @weimerd,

We've made no changes server side. This may be just a glitch but it is resolved now. As there is nothing that we've changed, I would suggest recreating the meetings from 2 days ago for now.

i made some more investigations. There must be a change server side as the links for video meetings before Tuesday and since Tuesday are differing in length and structure.

sample link from before Tuesday: https://<yournamehere>.my3cx.de/meet/49247ab97510430e4a1b4e536ca642e4fbc32b26

sample link after Tuesday: https://<yournamehere>.my3cx.de/meet/ieQvONHUfJUbf8sF7ZwO0n94

Customers complain issues with the links from before tuesday. As especially one customer is using it widely for external presentations to his customers which booked them we need a serious investigation here. It would result in heavy workload if they now manually need to change all planned links. They use an automated booking system for the presentation.

Any additional investigation from my side needed just let me know.

Best regards, David

PS: congrats for beta 3 btw. looks great! just looked into it on a test instance.

 

[weimerd]

please see screenshot

well, that could be an issue with your internet connection as well. Did you check that previously?

I'm waiting for customers report for today about new meetings they set up. In a test yesterday we could easily see that old meeting links had very big quality issues in call (not useable at all) while new meetings had no issues at all. Same users, same time.

 

[VasilisV_3CX]

Hi @voip-toni & @weimerd,

Thank you both for your updates, they are valuable to our investigations! We're going to be making some changes. Standby until I update this thread and then I'll ask you to test again. Thanks for your patience!

 

[voip-toni]

well, that could be an issue with your internet connection as well. Did you check that previously?

I'm waiting for customers report for today about new meetings they set up. In a test yesterday we could easily see that old meeting links had very big quality issues in call (not useable at all) while new meetings had no issues at all. Same users, same time.

I tried to switch between WIFI and 4G - no difference

 

[VasilisV_3CX]

Hi Guys!

Can you give it another try now?

 

[weimerd]

Hi Guys!

Can you give it another try now?

I will send an update to customers. Thx mate for coming back so quickly. Will let you know as soon as I get repy from them.

 

[voip-toni]

I joined a previosly scheduled meeting with 2 clients and it worked.

 

[VasilisV_3CX]

Excellent! Glad to hear it's working for you now @voip-toni!

 

[weimerd]

Hi Guys!

Can you give it another try now?

first clients reported it seems to work. I will keep an eye on it. Tomorrow morning there will be plenty meetings, fingers crossed

 

[VasilisV_3CX]

Excellent. I'll close this thread as solved for now. PM me if it recurs!