Audio devices test via audio/video wizard returns error message or hangs up
State of knowledge
August 2023
Observation
The Procall audio/video wizard, where audio devices for ProCall AudioChat/VideoChat or softphone operation can be selected and tested, returns an error message or hangs.
Possible reason
The installed audio devices use the sampling rate/number of channels not supported by estos.
Due to privacy settings in Windows access to microphone is not allowed
Antivirus solution is installed on the client, which blocks access to microphone/camera
Solution/procedure
Windows control panel – sound settings
Check the sound settings in the Microsoft Windows sound control panel (mmsys.cpl) and adjust them if necessary.
Supported by estos:
Sample rate
8000Hz - 96000Hz
Number of channels
max. 2
All devices in the system should be set in this range.
If the settings cannot be changed, disable or uninstall the affected device in Windows.
Example screenshot: Control panel – Audio devices – Sound – Advanced – Default format – Sample rate and bit depth
Allow access: Windows privacy settings
In the Windows privacy settings, check whether the desktop app is allowed to access the microphone and allow access:
Example screenshot: Windows control panel – Settings – Privacy and security – Microphone – Allow access
Customize security settings in the antivirus solution
If necessary, adjust the settings of your antivirus solution. The corresponding procedure using the Kaspersky solution as an example can be found here:
