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Incoming audio loss
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DanielG Offline
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Post: #1
Incoming audio loss
Hello,

Recently we have started getting reports of occasionally audio drops on incoming callers. I have been able to reproduce this in the lab and occasionally the audio from the outside caller will drop a word every sentence, it is very random. When inspecting the audio it is intact when leaving our system and seems to be dropping audio at the yealink level.

Any suggestions as to where to look next?
03-27-2018 01:06 PM
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complex1 Offline
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Post: #2
RE: Incoming audio loss
(03-27-2018 01:06 PM)DanielG Wrote:  Hello,

Recently we have started getting reports of occasionally audio drops on incoming callers. I have been able to reproduce this in the lab and occasionally the audio from the outside caller will drop a word every sentence, it is very random. When inspecting the audio it is intact when leaving our system and seems to be dropping audio at the yealink level.

Any suggestions as to where to look next?

Hi,

If the phone(s) get the power by PoE, please use separate power adapters and test again.

Hope this will help.

Kind regards,
Frank.

I am not an employee of Yealink.
Dutch is my native language, not English. Apologies for my imperfect grammar.
Please do not send unsolicited PM messages. I will not answer them.
03-27-2018 04:52 PM
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DanielG Offline
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Post: #3
RE: Incoming audio loss
Hello,

Thanks for that suggestion, I have tried with a power adaptor and the issue persists.

I have attached a pcap


Attached File(s)
.zip  Yealink capture.zip (Size: 174.03 KB / Downloads: 3)
03-27-2018 05:21 PM
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Lucia_Yealink Offline
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Post: #4
RE: Incoming audio loss
HI DanielG ,

Do you mean the first word in every sentenses will drop? Or the first word in first sentense will drop?
Does the issue happen only in incoming call? Both the voice of two sides will drop? Or only the caller side? Or callee side? Is it internal call or external call?
How often the issue will happen?

Please provide the level 6 syslog, config.bin and PCAP when you reproduce for us to debug. Before test, please upgrade the firmware to latest version.
Refer this FAQ to collect it:
http://support.yealink.com/faq/faqInfo?id=707

Besides, how many phones the customers have in total? ANd how many of them have the issue?

Best Regards,
Lucia
03-30-2018 09:59 AM
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