One-way audio through VPN/Firewall issue with Windows version but not MacOS

Thomas Coune shared this problem 6 months ago
In Discussion

Hi,

We experience one way audio issues with both X-lite and Bria5 on Windows. Mac version works fine.

We have tested all possible topology settings with no result. On the Mac version we have default settings in place (ICE method).

We are using a VPN to reach our voice/PBX server. Both softphones (Windows/Mac) use the VPN IP to connect to the server, so outgoing audio reaches, but, then, the Windows one tells the server to connect to the local IP (not the VPN one). The server tries then to send incoming audio data to the local IP which is blocked by the firewall... The Mac version seems smarter and gives the VPN IP and then it works of course!

Since I would prefer not buy 20 MacBooks for my agents, I would like the Windows version to work as well... :-)

How could we force our windows based Bria 5 / X-lite to identify itself to the server with the VPN IP and not the local one ?

Thanks in advance for your support.

Thomas

Comments (11)

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Hello Thomas,

I'm sorry you're having issues with audio in Bria. Can you please send me a wireshark trace from both Windows and MAC Bria by following the steps below. Just make one call each. Attach both the files here.

If you can send me a wireshark trace it may greatly help with my diagnosis of this issue. You can learn how to use wireshark here if it's not already familiar to you:

https://support.counterpath.com/knowledge-base/article/how_do_i_use_wireshark

Once you have started doing a trace, please replicate the problem. When you have the .pcap or .pcapng file, please zip it (as this forum will not accept .pcap or .pcapng files directly) and then attach it here for me to review. I have moved this thread private to maintain the privacy of any information in the trace. As such it will be visible only by you and CounterPath representatives.

Thanks for helping me to diagnose your problem.

Cheers,

Harpreet

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Hi Harpreet,

Thanks for the reply. Here are both traces in a zip file. Moreover please find below the IP we have used so you can better figure out who is who.

Windows trace: VPN IP = 172.16.4.214 - Local IP = 10.1.105.36

MAC trace: VPN IP = 172.16.4.192 - Local IP = 10.1.105.25

Cheers,

Thomas

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Sorry but I realize the Mac trace was wrong (did not include the SIP traces), I have recorded it once again. Here it is. I confirm it works well, so this is the successful trace.

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Hello Thomas,

From the trace, I don't see Bria using the Local IP at all or sending the local IP in the Contact header for the server to be notified to use the local IP in any way. Please see the screenshot of Windows. I don't see any issue here. Can you please send me a trace from Bria 5?

- Harpreet

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Hello Harpreet,

Sorry for this, we used X-lite instead. Same results anyway (we do not hear incoming audio). I am sending you a trace from a BRIA 5 test on Windows.

Regards

Thomas

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By the way, we figure out the confusion between local ip vs VPN ip by placing a trace on the server itself. So we think it comes from Windows or the softphone but we are not sure.

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Can you also please send me a log report as well?Follow the steps below:

In Bria 5, select help -> troubleshooting -> support. Once there, please set the log level to debug by dragging the slider to the right. Now fully close Bria and open again. Next, please replicate the problem you have been experiencing.

After replicating the problem, please click send log and then add any additional information you would like to send in the box which pops up (or nothing if you so desire) and click send log once again. A reference number will be generated for the log you submitted. Please post the reference here so I can find your log.

- Harpreet

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Hello Harpreet,

We have done that. Here is our issue log: F5287F55

I hope it helps solving this problem.

Best regards,

Thomas

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Hello Thomas,

The log explains almost the same story. The IP negotiation was successful. Bria was correctly able to identify the vpn IP and used accordingly. The media packet flow seems to happen on both the sides so I don't see any reason why the audio should not go through. Is it happening on one PC or more? Has the Bria audio level and headsets been properly configured?

- Harpreet

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Hello Harpreet,

It looks really weird yes, I will have this tested on another computer then. I keep you posted. Yes we have tested the audio level and headsets...

Thomas

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Sure, let me now how it goes.