Webmeeting: screen share freezes

[Sepultura]

Hi,

my coworkers are telling me, that this problem happens more often than needed :

• Situation: 3CX Webmeeting with external (customers).
• While in webmeeting the audio always works fine.
• The customer starts a screen share, which works at the beginning. He e.g. shows a PowerPoint presentation
• During screen share, at some point during the PowerPoint presentation the screen freezes at our side. Customer is switchin pages but nothing happens at our side. Image is completely frozen. Audio still works fine
• EDIT: It also happens the other way round: We are showing the PowerPoint, screen freezes at customer side
• Stopping and restarting screen share does not help
• In this state also starting the customer's web cam does not show a video anymore
• Sometimes leaving and re-joining the webmeeting helps, sometimes not <-EDIT: Seems it works again if everybody is leaving the meeting and joins again

This is very annoying and coworkers are already starting to complain why we do not switch to MS Teams

 

[NickD_3CX]

Hi there!

Could it be that the internet at the location where the presenter is has "dips" in the speeds? When the bandwidth goes down, the quality of video scales down, sometimes to the point where it cannot be transmitted and only audio remains.

Weak Wifi signal, or if other users on the same internet line are downloading something, could cause this.

 

[Sepultura]

But in that case there should be a bandwith warning, shouldn't it?
Of course I cannot speak for the customer site, but at our end the internet speed and wifi signal is fine.

 

[NickD_3CX]

It would be useful to know if the person presenting at the time gets some kind of warning about the bandwidth.

 

[Sepultura]

No, there is no warning shown.

 

[NickD_3CX]

I have spoken with the WebMeeting Team and while we can't replicate this, we shall be looking into it to check what could be causing this.

What you could also do is contact a 3CX Partner to open a ticket for you with the 3CX Support Team about this, so you can possibly get more updates on this, so that a deeper investigation can also take place.