Audio Device Settings change randomly

[michael mies]

Hello Cisco Community,

I'm reaching out to seek support and share experiences regarding some challenges we're facing with Cisco Jabber for Windows within a Citrix Workspace environment. Our setup includes the Citrix Workspace App for ChromeOS, version 24.2.0.43, and we are using Jabber versions 14.1.5.57909 Build 307909 and 14.3.0.58392, Build: 308392. We've encountered two main issues that are affecting our user experience and satisfaction.

Persistent Audio Device Settings: Since the implementation of plug-and-play audio device support, we've been able to select local audio devices within our Citrix sessions, a feature highly beneficial for our Jabber users. However, the selected audio device settings do not persist across sessions or after brief periods of standby. For instance, despite setting a Poly headset as the default, the system defaults to using my HDMI monitor as the audio output device after a restart or standby. Adjusting settings in Jabber to prevent changes in audio devices seems to have no effect, and the system arbitrarily cycles through available devices.

Audio Quality Adjustments: Another issue we've observed is related to how audio is managed during calls. Instead of experiencing packet loss, there appears to be an automatic adjustment of speech speed to compensate for jitter and delay. This adjustment often results in the caller's voice being unrecognizable at the beginning of conversations, leading to confusion and a negative user experience.

These issues lead to significant dissatisfaction among our employees, undermining the benefits of using a softphone solution. The Jabber configuration file located at C:\Users
[Username]\AppData\Roaming\Cisco\Unified Communications\Jabber\CSF\Config changes whenever there's a device selection rotation, indicating that settings are being altered.

We are keen on resolving these problems and would greatly appreciate any advice, insights, or solutions from the community. Has anyone else encountered similar issues, and if so, how were you able to address them? Any support or guidance from Cisco or fellow users familiar with these challenges would be immensely helpful.

Thank you in advance for your assistance and looking forward to any recommendations you may have.

Best regards
Michael

[PierreL]

Hi all, same here.
audio settings change all of a sudden for no reason. User are quite annoyed by the problem and changing default settings does not help at all.

[glukich]

Same here, in addition the audio device changing on every application start. The device I'd like to use does working well, inside Jabber and outside of it. Every time I select in settings to use previously used device, hoping it will not change, the Jabber starts with no audio device available at all. So I have to set it to switch to new device first, close settings and on next entry to settings it can see list of devices available and I can set it to use that one I need and everything started to work as expected until next change.

Strange that for 6 months of this thread presence we still see no solution for it.

Really unexpected for such a vendor as Cisco...      

[gordonhorry7]

If your audio device settings change randomly, it could be due to a software conflict or a misconfigured system. To prevent this, make sure all your drivers are updated, and check for any conflicting applications. Tools like "  Token Maker 5e "  may also cause settings to shift if they're accessing audio devices. Ensure that these tools are configured correctly to avoid unintended changes.

[GSJ]

Same over here, in the middle of a call, audio goes from headset to internal speakers provoking "ghost calls" or to be more specific, no audio (two ways)....

[rafael-ruiz]

HI Michael,

I wonder if you had any news about this issue as we're facing exactly the same which is not convenient for our users..

thanks,

Rafael.