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 rate8000Hz - 96000Hz
Number of channelsmax. 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:  

Further information

How can I configure and test audio devices and video devices for ProCall?

Checking the recording/playback of audio devices

Setup: Enable audio/video communication with Remote Desktop Services (RDS)

Headset Jabra Engage: Speech too quiet – improve audio quality

Things to know about headset support in Citrix environments

Location of audio/video devices selected in the wizard

Softphone message "Devices deactivated" and audio/video wizard is grayed out or not available