Webmeetings are instable

[VSC]

We recently experience many webmeetings witch are instable. Participants need to switch of camera in oder to unserstand eachother or sometimes the meeting quality (voice and video) is so bad that we need to quit the meeting.

In the logs I find this:
2022-10-13 09:06:38.8384|ERROR|McuRouter.RemoteServiceSession|mcu-wmr-eu-22153.3cx.net WebSocket Disconnected - ReceiveAsync Error
2022-10-13 09:08:40.2587|ERROR|McuRouter.RemoteServiceSession|mcu-wmr-eu-22308.3cx.net WebSocket Disconnected - ReceiveAsync Error
2022-10-13 09:22:32.8377|ERROR|McuRouter.RemoteServiceSession|mcu-wmr-eu-22343.3cx.net WebSocket Disconnected - ReceiveAsync Error
2022-10-13 10:21:55.3934|ERROR|McuRouter.RemoteServiceSession|mcu-wmr-eu-22308.3cx.net WebSocket Disconnected - ReceiveAsync Error
2022-10-13 11:12:29.5470|ERROR|McuRouter.RemoteServiceSession|mcu-wmr-eu-22153.3cx.net WebSocket Disconnected - ReceiveAsync Error

Any ideas?

 

[LeonidasG_3CX]

Hi there,

1)
We're working on a self-check feature to allow users to self diagnose issues like these. The feature is still under development, but we'd like you to try it out and show us the results.

Please use this URL. Keep in mind that it will be invalidated after a few hours.
https://truncate.3cx.amsterdam:5001/meet/cEeJynjs0smecDy2a29aFi8u

1) Click on the "Self-Check" button
2) Press "Start Test"
3) Allow the test to run
4) Once the test finishes, click on the bottom left where it says "Details"
5) In the new page that appears with more statistics, click on the bottom right where it says "Save Telemetry". This will download your test results.
6) Please PM me those results.

Also please take screenshots of the results contained within the page behind the "Details" button and post them here. If you experience no issues during the test, we'll provide you a meeting link to use instead of your usual meeting link in order to troubleshoot further.

Please keep in mind that the features shown in the test link above are in development and do not reflect our expectations for the final product.


2)
In regards to the logs you posted, these just indicate that you're having connectivity issues between your PBX and our meeting server/s. Since you said that you're having connectivity/quality issues using VideoConferencing and your PBX logs show timeouts and connectivity issues with our meeting servers, i'm guessing that both the PBX & Video Conferences are on the same network.

Since both Meetings & your PBX have connectivity issues, if they really are both on the same network, this clearly indicates network issues on your side. Keep in mind that it takes having serious connectivity issues for a websocket to disconnect.

If both the PBX and meetings are taking place on the same network, you'll need the appropriate resources to run both. QOS will have to be setup to ensure the PXB doesn't take bandwidth from meetings & vice versa.

Let us know.

 

[VSC]

Thanks for your prompt reply.

Regarding your first point we have problems to enter the website as our antivirus scanner prevents it "website contains malicious code"
Regarding your second point I can say that our PBX is running at an external hoster/network on a Windows VM. Our Meetings are usually taking place from mixed places, some people are at the office, some work from remote.

 

[LeonidasG_3CX]

Hi there,

There's no malicious code on said site. Could you post a screenshot of the antivirus warning? We're not able to assist otherwise. Also out of curiosity, what antivirus are you using?

 

[VSC]

 

[LeonidasG_3CX]

I'm sorry, we are unable to assist you if you're unable to run the self-check i provided. Consider disabling/uninstalling the antivirus and try running the test again.

I noticed that the same G-Data antivirus also comes with VPN software as well. In regards to your meeting quality issues, if you are connected to/using a VPN, consider disabling that VPN connection and try again.

 

[LeonidasG_3CX]

I've invalidated the link.

If you're interested in running the test, please PM me.

 

[VSC]

I found a way to enter your site.I'll perform the test tomorrow. Please PM me a valid link.

 

[LeonidasG_3CX]

I've PM'd you the link.