User without audio in webex meeting (after 15 min)

[ojvelasquezc82]

Dear all, 

I hope you're well.

We are experiencing some issues where the user joins a meeting by Cisco Webex, but after 15 min the audio is lost. However, audio does work in other apps, such as Jabber, Zoom, MS-Teams and other.

We have corporate licenses and users join to https://domain.webex.com. So, they can use any other device (mobile phone, tablet or other), but still the problem persists. It could be an ISP problem, but it just so happens that in a meeting of 10 people they are always the same users who have this problem, the others are not.

As additional information, they are using Jabra headphones with USB connection and have Cisco Webex Meetings 33.6.10.10 with W10 1809.

I appreciate all help.

Br
Oscar

[Andres Salgado]

Hi Oscar,

15 minutes happens to be  the session refresh timer, if calling from an SBC to provider, you can increase this timer. Also as Wayne mentioned it can be a firewall issue. It is important to narrow down the issue to how they joined, PSTN audio or VoIP. If it is PSTN, it could be a problem with the carrier as you mentioned. If it is with VoIP audio, then probably a firewall issue, you can also open a case with TAC to confirm. When you update the Webex version to a newer release you will have visibility in Control Hub in the troubleshooting section to check the meeting and see how the user joined and what is happening to the audio.

Thanks

Andres

[Wayne DeNardi]

Audio or video drop outs after "x' period of time is almost always a firewall timer issue.  Do a google search for "15 minute firewall timeout" or "15 minute call drop" and you'll find many articles.

[damianeasy]

Got a similar issue where the audio and video quality drop after 30 minutes. It goes from HD to SD quality at 30 minutes.... could this also be Firewall related in your opinion?