Debugging Audio Quality Issues

Irene Barnett -

In order to assist you in debugging audio quality issues, the Arkadin Support Engineers will require specific information about the issue being experienced. In order to gather the required information, Arkadin support will need you to walk through all of the steps outlined in this article and provide the outputs to the support team.

Lync Client Audio Tests

  1. Click the gear icon in Lync.
  2. Select Tools, choose Options, and then click Audio Settings.
  3. Ensure the speaker is working by clicking the play button and listening for sound.
  4. Check the microphone and see if the bar is moving as you speak.
  5. Click the Call quality button, make a test call, and record a message.
  6. At the end of the test call, you will be prompted to play the recording back. Ensure that the audio quality performs as expected.

 

ICMP Tests

  1. Download the Audio Debugging.zip file and extract the contents to your desktop.
  2. Double-click to run the test.cmd program. It will take 5 to 10 minutes to complete (you can continue to work while it is running).
  3. When it has finished, copy the tests.log file located on your hard drive at c:\tests.log, or on your desktop, and send it to us by attaching the file to the support ticket. If you don’t have an active ticket for this issue, please collect the data and email support@chinookcommunications.com to open a service request.

 

Testing Your Internet Connection

Note:  The following test procedures require Java to be installed on your machine. If using Firefox or Internet Explorer, you may need to click the Allow button for Java to run. If a black box appears in the web page, please ensure you have the latest Java version installed. 

Running My Speed Tests - Quality

  1. Open a web browser and navigate to http://myspeed.visualware.com.

  2. Choose North America and then choose Washington State.
  3. Select the Quality test then choose Set Test Type.
  4. Choose the location nearest to you.
  5. Click the Java run box to allow the applet to run.
  6. Select the Click to start test button.

    Screen_Shot_2014-12-03_at_5.10.25_PM.png

  7. After the test is complete, click the Advanced tab on the left.
  8. Click the View text link.

    Screen_Shot_2014-12-03_at_5.16.16_PM.png

  9. Copy all the items in the text dialog box and paste them into a notepad file.
  10. Save the file and send it to us by attaching the file to the support ticket. If you don’t have an active ticket for this issue, please collect the data and email support@chinookcommunications.com to open a service request.

    Screen_Shot_2014-12-03_at_5.21.21_PM.png

Running My Speed Tests - VOIP

  1. Click the back arrow on your browser, choose North America, and then choose Washington State.
  2. Choose the VoIP test and then click the Set Test Type button.
  3. Choose the Seattle location.
  4. Choose Click to start test.
  5. After the test is complete, click the Advanced tab on the left.

    Screen_Shot_2014-12-04_at_10.23.20_AM.png

  6. Click the View text link.
  7. Copy all the items in the text dialog box and paste them into a notepad file.
  8. Save the file and send it to us by attaching the file to the support ticket. If you don’t have an active ticket for this issue, please collect the data and email support@chinookcommunications.com to open a service request.

Lync Logs

  1. In the Lync client, ensure logging is enabled.
  2. Click the gear icon in Lync.

    Screen_Shot_2014-12-04_at_10.29.39_AM.png

  3. Select Tools and then choose Options.

    Screen_Shot_2014-12-04_at_10.30.43_AM.png

  4. Under General, ensure Logging in Lync: is set to Full and the Also turn on Windows Event logging for Lync to collect troubleshooting info checkbox is selected.

    Screen_Shot_2014-12-04_at_10.31.20_AM.png

  5. Click the OK button at the bottom to apply the changes.

Reproducing the Issue and Gathering Logs

  1. With full logging running on the Lync client, make the same call you did when the issue occurred.
  2. Once you have the reproduction of the issue, stop the call.
  3. Click the Start button in Windows 7 or Windows 8.
  4. In the Search box, type %userprofile%\appdata\local\microsoft\office\15.0\Lync\tracing.
  5. Press the Enter key.
  6. In the file list, locate and copy both the lync-uccapi-x.uccapilog log file and the lync-uccapi-x.uccapilog.bak file to the desktop.
  7. Select and right-click these files to compress them.
  8. Once compressed, send the file to us by attaching it to the support ticket. If you don’t have an active ticket for this issue, please collect the data and email support@chinookcommunications.com to open a service request.

 

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