Can not hear ringback when calling someone (outgoing call)

[benparsons]

Steps to reproduce

Customer reports:

This happens a lot. When the person answers it the voice works, so it's not a general voice problem, just the ringing is missing, usually after a restart this is gone.

Outcome

What did you expect?

Should hear the ringing tone

What happened instead?

No tone was heard until client is restarted.

chrome_T31F9cg6se.mp4

Operating system

Windows

Browser information

No response

URL for webapp

No response

Application version

No response

Homeserver

No response

Will you send logs?

Yes

no-sound-web.zip

[benparsons]

@chagai95 can you add rageshake logs to this issue when you experience it

[novocaine]

We need all the fields to be filled out in order to diagnose this. OS, browser, desktop or app, etc

[benparsons]

@chagai95 could you complete the fields in the issue? I have not seen this issue so having your input would help.

[benparsons]

Hi @chagai95 one for when you're back at a desk. We're having trouble repro'ing, can you help with more information?

[chagai95]

Hey, I am getting this a lot, and I'll try adding more info as soon as I get this again. I have seen others have the same issue, so the exact browser information is not that important I believe, nevertheless: Chrome 98.0.4758.102 on Windows.

[MadLittleMods]

@chagai95 How is this issue different from #20832?

I'm not seeing how "Cannot hear any ringing tone when there is an incoming call" is different from "Can not hear ringback when calling someone"

[chagai95]

One is an incoming call and one is an outing call - I think they might be the same problem but they might be very different problems - an incoming call for example doesn't require any user interaction which is something browsers require to play sound, on the other hand an outgoing call requires the user to call another person meaning user interaction which means it's unlikely to be because of browsers blocking audio (might need a refresh after user interaction which will then mean it still is the same problem...)

[chagai95]

So I just had this issue again, here is a screen recording:
I said ringing in the recording but I meant ringback (https://en.wikipedia.org/wiki/Ringing_tone).
https://aarenet-my.sharepoint.com/:v:/p/chagai_friedlander/ETSWXGWVp3BNhBN3ZWYrSZ4BZwTL4DLXsWhrMLPs944zBw?e=QBExbA

chrome_T31F9cg6se.mp4

And here are the logs - I took them before I made this video - in the video I refresh to show that it works after a simple refresh.

no-sound-web.zip

[MadLittleMods]

@chagai95 That sharepoint screen recording link doesn't work for outsiders. Can you update the link with the public version (like #20832 (comment))?

[MadLittleMods]

@chagai95 The screenshare seems to be showing the incoming side of the call which applies to #20832 (comment) - And the logs between both issues are exactly the same.

I'd expect the screenshare to show the outgoing side of the call and the logs to at least be slightly different.

Are you also making the outgoing call from the same computer? I'm not sure the screen recording of the single Chrome instance would capture the sound from the other Chrome window.

[chagai95]

Ah shit I got confused and sent the same video from the other ticket, let me send the right one

[chagai95]

ok I edited to the right one. The other device I used was mobile and I think you can't hear much because it was ringing everywhere but I could hear it from the headphones. I think if you call a have a lot of calls (or maybe long calls?) then this happens...I'll try sending another screen recording as soon as I get this again or maybe a recording from the camera to capture the whole thing...

[MadLittleMods]

Interesting issue #19294 that may be related