[BUG-18241] Cannot hear or speak to anyone - SL won't connect to Voice Server

[sl-service-account]

Steps to Reproduce

It happens every time I log in.

Actual Behavior

I can hear sounds and animations, but I cannot hear or speak to anyone through voice chat. I keep getting an error message: "We're having trouble connection to your voice server. https://bhr.vivox.com/api2/ :UDP: 3478, 3479, 5060, 5062, 12000-17000. Voice communications will not be available. Please check your network and firewall setup."

I have tried restarting, disabling my firewall, unistalling and reinstalling SL, but nothing has worked.

Expected Behavior

To be able to hear and speak to other people.

Other information

This is very frustrating and your support section is really unhelpful.

Attachments

• SecondLifeCrashReport.zip 2016-06-14 06:01:25
• SecondLifeCrashReport.zip 2016-06-14 05:59:57

Original Jira Fields

| Field | Value | | ------------- | ------------- | | Issue | BUG-18241 | | Summary | Cannot hear or speak to anyone - SL won't connect to Voice Server | | Type | Bug | | Priority | Unset | | Status | Needs More Info | | Resolution | Unresolved | | Reporter | BenSilva80 (bensilva80) | | Created at | 2016-06-01T00:09:01Z | | Updated at | 2017-07-07T15:52:22Z | ``` { 'Business Unit': ['Platform'], 'Date of First Response': '2016-06-02T10:16:21.460-0500', "Is there anything you'd like to add?": 'This is very frustrating and your support section is really unhelpful. ', 'ReOpened Count': 0.0, 'Severity': 'Unset', 'System': 'SL Viewer', 'Target Viewer Version': 'viewer-development', 'What just happened?': 'I can hear sounds and animations, but I cannot hear or speak to anyone through voice chat. I keep getting an error message: "We\'re having trouble connection to your voice server. https://bhr.vivox.com/api2/ :UDP: 3478, 3479, 5060, 5062, 12000-17000. Voice communications will not be available. Please check your network and firewall setup."\r\n\r\nI have tried restarting, disabling my firewall, unistalling and reinstalling SL, but nothing has worked. ', 'What were you doing when it happened?': 'It happens every time I log in. ', 'What were you expecting to happen instead?': 'To be able to hear and speak to other people. ', 'Where': 'http://maps.secondlife.com/secondlife/Gator%20Nation%20Island/155/49/26', } ```

[sl-service-account]

Alexa Linden commented at 2016-06-02T15:16:21Z, updated at 2016-06-02T15:16:31Z

Are you still experiencing this issue? Does this only happen on one region or everywhere you are in SL?

[sl-service-account]

BenSilva80 commented at 2016-06-04T11:07:15Z

Yes, I am still experiencing it. It happens everywhere in SL.

[sl-service-account]

Whirly Fizzle commented at 2016-06-04T13:23:03Z

Heya Ben,

If you happen to be located in Egypt or the United Arab Emirates, please see this JIRA issue: BUG-10532 If you do live in one of those countries, it's likely that you will need to use a VPN or proxy to connect to voice chat.

If you live in a different location, then the problem is most likely caused by your Firewall or other security software blocking connection to slvoice. Your system information shows "Voice Server Version: Vivox ". It should show "Voice Server Version: Vivox 4.6.0017.22050". Note that the version number is missing on your system information. This is generally a sign that either the region you logged into has broken voice or that your Firewall is blocking the connection.

Make sure that your Firewall is not blocking connections to slvoice.exe. Also make sure that your router/Firewall is configured correctly to connect to voice - please see the "Configuring your hardware firewall" section on this wiki page: https://community.secondlife.com/t5/English-Knowledge-Base/Using-Second-Life-with-a-firewall/ta-p/1304539

If the above doesn't help, please can you run a session where you reproduce being unable to connect to voice and then log out. Then before relaunching the viewer, zip up your logs folder & attach it to this issue using More Actions -> Attach files. This page tells you where to find your logs folder: http://community.secondlife.com/t5/English-Knowledge-Base/How-to-report-a-bug/ta-p/733545#Section_.3

Thanks!

[sl-service-account]

BenSilva80 commented at 2016-06-14T10:01:25Z

Please help me resolve this issue asap. Thank you.

[sl-service-account]

BenSilva80 commented at 2016-06-14T10:01:37Z

Hi, sorry it has taken me so long to get back to you. I am located in Florida, USA. I have configured Windows Firewall to allow SLvoice.exe and SLplugin.exe past the firewall, but I am still getting the same error message. I have attached the logs. I urgently need this resolved. I have a class tonight that is run through second life and I have to be able to communicate with the other students and my professor.

Thank you.

[sl-service-account]

Whirly Fizzle commented at 2016-06-14T23:53:23Z

Thanks for the logs.

Hmm there's an untrusted certificate error that pops up a few times in your logs.

2016-06-14T09:29:54Z WARNING:#SECAPI LLCertException::LLCertException: Certificate Error: CertUntrusted

I'm not sure if this has anything to do with your voice problem, but it could do. You should look if your certs are updated anyway.

Voice seems to launch ok during login:

2016-06-14T09:30:18Z INFO:#LLCoros LLCoros::generateDistinctName: LLCoros: launching coroutine LLVivoxVoiceClient::voiceControlCoro();
2016-06-14T09:30:19Z INFO:#LLProcess LLProcess::LLProcess: SLVoice.exe (9168): launched cd "C:\Program Files (x86)\SecondLifeViewer": "C:\Program Files (x86)\SecondLifeViewer\SLVoice.exe" -ll 0 -lf C:\Users\bensi\AppData\Roaming\SecondLife\logs\ -st 5

Once logged in, voice fails to connect:

2016-06-14T09:30:46Z WARNING:#Voice LLVivoxVoiceClient::loginToVivox: too many login retries or timeout connecting, giving up.
2016-06-14T09:30:46Z WARNING: LLToastAlertPanel::LLToastAlertPanel: Alert: We're having trouble connecting to your voice server:

https://www.bhr.vivox.com/api2/
:UDP: 3478, 3479, 5060, 5062, 12000-17000

Voice communications will not be available.
Please check your network and firewall setup.

How are you connecting to the internet? You said you use Second Life for a class - are you logging in over a campus network? Sometimes these networks block voice connection.

[sl-service-account]

BenSilva80 commented at 2016-06-15T10:57:42Z

I have been connecting from my home wifi network. I downloaded SL onto my partner's desktop computer that also runs windows 10 and it worked perfectly fine. My laptop runs Windows 10 and has the exact same firewall and antivirus programs (Windows Firewall and Bullguard) as my partner's desktop yet it won't work on my laptop. How do I check if my certs are updated?

Thanks

[sl-service-account]

Whirly Fizzle commented at 2016-06-27T04:17:14Z

Ben, are you still having a problem connecting to voice? If you are, does voice fail to connect every single login or is it intermittent?

[sl-service-account]

BenSilva80 commented at 2016-06-27T10:32:33Z

Hi, yes I am still having the same problem on my laptop. It happens at every login on my laptop. I even tried completely uninstalling my anti-virus program and that did not work.

[sl-service-account]

Saeros Linden commented at 2017-07-07T00:34:33Z

Our apologies, it appears this jira has been a victim of a spammer. We're cleaning up the offending comments, sorry for the mess!