Microphone not work on DESKTOP WINDOWS application

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Thiago NICHOLAS

• 19. Juni 2019 19:56

We have about 40 desktops machines with rainbow DESKTOP application. And the microphone does not works IN RAINBOW APPLICATION (just in this application).

All of the other applications at machines works very well, skype, midia, youtube, including Rainbow web plataform (openrainbow.com).

We already try 02 headsets USB manufactores (all in compatibilit list of Alcatel doc).

The sounds works fine, just the microphone shows issues.
We already test in 20 machines (50%) of customer site.

Some informations:

Version Rainbow - 1.56.8

 

Version Windows - Windows 10 Pro Versão 1803

 

Headset 01 - Ninja USB Mono by Jabra (first test)

 

Headset 02 - Plantronics USB Mono (second test)

 

Rainbow logs
https://3corp-my.sharepoint.com/:u:/g/personal/thiago_nicholas_3corp_com_br/EXAgo6TiWmFPvkjlLHpG6ewB4IyrbUBoTgx3pVwg-itumQ?e=zeOcUx 

DESKTOP app logs - Possibly unhandled rejection: No such getHeadsetMicrophone microphone

We need assistence to try the solution.

Best Regards,
Thiago Nicholas

0

• 

  Claire DECHRISTE

  • 25. Juni 2019 15:26

  Hello Thiago,

  From the logs provided, the microphone seems to be correctly set:

  [audio] CurrentMicrophone is Microfone (Ninja USB Mono by Jabra)

  Does this problem also occur when using Web application?

  Have you verified the privacy settings of your microphone in Windows 10, as explained here:
  https://support.microsoft.com/en-us/help/4468232/windows-10-camera-microphone-and-privacy-microsoft-privacy

  Is the option "Allow applications to access the microphone" enabled?

  Same thing for your browser: is the microphone access enabled for web.openrainbow.com ?

  Could it be that another application uses your microphone at the same time?

  Once all this has been checked and if the issue occurs again, I would advise to create a ticket to Rainbow support team:
  https://support.openrainbow.com/hc/en-us/articles/360001820500-How-to-Open-or-Follow-Support-Request-
  If needed, I can open the ticket for you. Let me know.

  Also please attach the screenshots of the audio settings and the error message, as well as the client logs.

  
  Best regards,
  Claire Dechristé

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