Teams/Zoom audio drops every 15 minutes

[DavidBigfoot]

I have a strange issue with Teams/Zoom video conferencing.  Almost on the dot every 15 minutes incoming audio drops for 3-5 seconds. Video keeps playing. 

Our setup is a Sophos XG firewall, with C9300 Layer3 stack and a C2960x Layer 2 stack.

Today I was connected directly to our ISP during the meeting and had no audio issues. My manager was also in the meeting, connected through the network and had numerous drops.

Any suggestions or help would be appriciated.

[arun428750]

First time hearing such issues. Can you please sniff the packet. Make sure, no halfduplex or CRC Errors in interfaces. Zoom u tried with multiple devices through wifi probably. did you tried with direct lan connection. voice prioritization can be try with dscp values. If you sniffing the packets through wireshark, you can get some idea, whats happened in 15min. 

[DavidBigfoot]

It is both through WiFi and direct lan connection. I have ran wireshark. It doesnt show anything that I could tell because the incoming packets never get to the computer its running on.

[Georg Pauwen]

Hello,

I would (if possible) connect a host directly to the Sophos, then to the 9300, then to the 2960X, that way, you should be able to find out which device is causing this.

[DavidBigfoot]

That was my next thought. Was just hoping someone had this issue before. 

[Leo Laohoo]

What firmware are the 9300 and 2960X on?

[DavidBigfoot]

My 9300 is on 16.08.01a

My 2960 is on 15.2(4)E6

[Leo Laohoo]

---

@DavidBigfoot wrote:
My 9300 is on 16.08.01a

---

I would say the problem is the firmware.  
Either downgrade to a long-live firmware, like 17.3.X or 17.6.X, but avoid short-live firmware version like 16.8.1.

[gayansa.samarakoon]

Hi David,

You can use show interface commands on 2960 and 9300. It will show whether there are CRC errors or other errors.

Thank you,

Gayan

[DavidBigfoot · Accepted solution]

Thank you everyone for suggestions. After doing some extensive testing with my ISP it has been determined that the problem is our firewall.