Cisco Webex Codec Plus proximity issue

[john.arriesgado1]

Hi Experts,

We are having some issues with cisco codec plus whereby sometimes laptops are unable to connect with proximity. We have managed to replicate the issue multiple times but tried all the troubleshooting steps recommended by TAC  and on the proximity troubleshooting guide but still having some inconsistency issues pairing with proximity.

Here are details of the codec:

Model:Cisco Webex Codec Plus

Software version: ce 9.6.2 

Client proximity app: 3.0.5

In addition, we tried installing the app on the phone and sometimes it connects sometimes it doesn't.

Can you please help ?

Kind regards,

John 

[aiong]

Same here, often failed to connect with either the connection fail or proximity is FULL.

[john.arriesgado1]

Hi Aiong,

is there a fix for this ? Not sure if this is a bug or hardware problem as we can connect to the other rooms with the same device model with no issues and also in another room which has SX80 installed. We also tested if there is any audio interference using a spectrum analyzer app. When we turn off the proximity we have no readings on the app and when we turn it back on we get some reading which indicates that there is no audio interference from a third-party source.

Kind regards,

John

[john.arriesgado1]

Hi Aiong,

We had another issue with the other room whereby proximity connection disconnected. Can you please let us know what might be causing this as have already happened randomly multiple times already and we couldn't figure out where the issue might be.

Kind regards,

John

[Wayne DeNardi]

You mention you are using the codec plus, but not what speakers you are using - are the speakers (assuming you're not using the QuadCam speakers as you didn't say you were) capable of correctly outputting the required audio range that proximity requires?

Another thing I would suggest is making sure you are running the latest software release on the codec (CE9.8.0 as at the time of this post) as there have been many bug fixes in the software over the last 5 months since CE9.6.2 was released.

[mneergaa]

If the app simply can't find the codec depending on the laptop involved and the situation in the room, there could be a lot of different contributing reasons. If you are using external speakers, they might not be particularly suited for playing out the ultrasonic messages. The room might have challenging conditions; e.g. it might have large, hard surfaces which cause reflections/reverberation. The recording settings on the laptop could possibly be changed to provide better resilience.