Hi Experts,
Please share the next steps to troubleshoot the below issue:
Problem Description:
This is an issue only when using Firefox and only when Firefox is calling the DX80, when the DX80 makes the call to webrtc both sides get audio, but when Firefox is making the call the DX80 does not receive any audio.
Firefox version 59.0.2
REM version 11.5 (ES6)
DX80 version 8.5/9.1 &9.2
Mac & Windows Firefox experience the same issue
Checked the compatibility matrix and it shows FF version 57 is verified but the customer is using version 59. Asked customer if it was working on a previous version for FF and he mentioned;
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/remote_expert_mobile/remote_expert_mobile_1151/compatibility/rem_11_5_x_compat.html#Browser_Support_for_REM_Customers_
“I will have to try and downgrade my firefox for testing purposes, however this will obviously not be a solution for customers as its patients using there browser to talk to a doctor so we cannot ask them to downgrade."
Additionally, found the below bug and Field notice but the versions and issue, although similar, don’t match the symptoms exactly:
https://ibpm.cisco.com/gssc/fn/login/7sYTT5dm-4OmTBbcTcPjJGM2EW7TX8rGxeC6LzdfVsA%5B*/!STANDARD?pyActivity=Work-.Open&Action=Preview&HarnessPurpose=Review&InsHandle=CISCO-SERVICES-GSLO-FN-WORK%20FN64320&pyShowFullPortal=false
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvb14841/?reffering_site=dumpcr
Please share your thoughts regarding this.
Regards,
Gurpreet
