Voice call keeps cutting

Mats Jidaker shared this problem 6 days ago
In Discussion

Hi,

I have Bria 5.02 om my Mac with Sierra 10.12.6 on my mid 2014 Macbook Pro. My internet connection is 50 Mbps down and 4 Mbps up. I have tested my internet speed several times and it's ok.

I have a problem using my soft phone Bria as people I call say my voice sounds strange on and off and it keeps cutting out. When I use Bria on my iPhone or my ATA box with landline phone on the same CIP account I don't have any problems.

My VoIP provider is cellip.se and they use G711 aLaw and uLaw.

Do you have any suggestions what I can do?

With best regards,

Mats Jidaker

Comments (7)

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Hello Mats,

I would like you to please send me the log to further investigate this issue. Please follow the steps below to send the log.

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.

Cheers,

Harpreet Singh

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Hi,

The log no. is 2FD8A7E5

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Does the issue occur right after the call gets established or after some time when you're into the call? Towards the end of the call in the log, I could see a hike in the jitter samples which could be the reason for call quality issue.

Are you using Jabra Link 360 adapter with your headset and also Jabra Direct software?

- Harpreet

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Yes it starts directly and yes I am using Jabra with software.

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Can you please try to record a call and then listen to it? Does the issue occur in recording as well?

Also, check if you have any Windows audio/video driver updates pending?

- Harpreet

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Recording sound fine. No updates pending.

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If the recording is fine then that means there is something in the system or the headset that is likely creating the issue.

1. Would you be able to create a new MAC user account in your system and install Bria there and try a call again?

2. Try to restart your system and only open Bria so no other application should be running and then try a call again.

3. Try to use another headset, especialy, usb headset.

4. The current Jabra 360 headset requires Jabra link 360 adapter and not a standard bluetooth adapter. Make sure you have that.

- Harpreet