cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
Please note that Remote Expert Mobile announced end-of-life and support will end on February 28, 2022.
162
Views
0
Helpful
2
Replies
Cisco Employee

When calling DX80 from webrtc on firefox, the dx80 does not receive audio

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

2 REPLIES 2
Cisco Employee

Re: When calling DX80 from webrtc on firefox, the dx80 does not receive audio

Hi Gurpreet.

Would it be possible to upgrade to the new REM 11.6 stream? there has been a lot of fixes to do with the DX80 since the 11.5 code and I believe this may solve the issue seen here.

Cheers,

Rach D

Cisco Employee

Re: When calling DX80 from webrtc on firefox, the dx80 does not receive audio

Hi Rachel,

Thank you for your response.

There was some confusion about the process. I am currently working with the CAFEx Team on this.

Thanks and Regards,

Gurpreet

CreatePlease to create content
Content for Community-Ad
FusionCharts will render here
This widget could not be displayed.