On Signal Desktop the audio during a call is not heard by the other party

JacopoMolteni commented 3 years ago

[x] I have searched open and closed issues for duplicates

Bug Description

When calling on desktop app the microphone doesn't work

Steps to Reproduce

make a video or audio call

Actual Result: The video works but the audio doesn't, no matter what source is selected

Expected Result: Audio working

Screenshots

Platform Info

Signal Version: Signal Desktop 1.38.2

Operating System: Windows 10

Linked Device Version: MIUI 11.0.2 (Android 8.1.0)

Link to Debug Log

https://debuglogs.org/600f4cccbd5f42bbaac58db7267604611b92b16829ab7a1a7f21587804d2f30e

jim-signal commented 3 years ago

Hi @JacopoMolteni, sorry that you are having issues with audio. From the logs, it is hard to see why it isn't working.

If possible, could you get logs from the other end of the call? We could rule out some data loss issues that way. Also, are you able to call the same recipient from your Android device and do they hear you from there?

Otherwise, as we look in to the issue, can you confirm your microphone operation? We have to ask to be sure!

Does the mic work in other applications?
Can you check here (https://support.microsoft.com/en-us/windows/fix-microphone-problems-5f230348-106d-bfa4-1db5-336f35576011) to be sure the mic is "On" for all apps, particularly Signal?
Windows has other paths which can disable the mic, can you double-check these?

Right-click here from your taskbar:

Then click on Sounds:

Then you'll see something like this on the Recording tab:

Choose a device (such as the Logitech Webcam):

Finally go to Properties:

Make sure that the mic gain slider is somewhere close to 100% and that it isn't muted here. Check this for any mic you want to use. Once done, please try the Signal client again to see if it has any effect.

JacopoMolteni commented 3 years ago

Hi @jim-signal and thanks for the reply. Here's the log from the other end of the call: https://debuglogs.org/2e516ba0daa5855f53468c8f5b305fe4b8ca078f64758c140922143e9f37271c

The mic is working properly on Discord, Jitsi Meet and Skype so I don't think that's the issue. I've also checked in the Windows settings and Signal has permissions to use the microphone.

kekkekekw commented 3 years ago

I also wanted to add to this. I've been having this issue on windows for the last 3 months. I just figured it would get fixed in the next few updates but I tried it again today with it not working as @JacopoMolteni Other apps and primarily discord works fine. The android app is also working fine.

https://debuglogs.org/393b1860d0f5e12e9a1f9b9ac2a92f923d3c3361ff32938a27bd89c0f0665ea4

Calls placed at 12-08-2020 at 11:51am and 11:52/53am.

JacopoMolteni commented 3 years ago

Ok now after the last update the situation has worsened and no one can hear no one. We can just see the video.

jim-signal commented 3 years ago

Hi @JacopoMolteni, we couldn't yet reproduce the issue here, but we are investigating. Can you provide a log from the latest update as well? Hopefully we can catch something there this time. Would you happen to have another device to test with, such as a separate microphone other than the webcam you are using? This would be just to see if it works at all for you.

jim-signal commented 3 years ago

Hi @kekkekekw, your issue looks slightly different as the microphone doesn't seem to be initializing for us since it isn't providing audio data. Still not sure yet what is causing this either. Can you also provide updated logs and is there any chance you could test with a different microphone if you have one available? We'll keep looking at these issues...

JacopoMolteni commented 3 years ago

@jim-signal Hi, here's the logs from both parties

https://debuglogs.org/a1b15e8220f2df7423f6a6a9eddcf8b938d652353ad4a81c7dee60ec305e8676 https://debuglogs.org/b8409de1f842ac6c15983d78304913e4b1142d4fdf2827399b6646b1dccf07b8

jim-signal commented 3 years ago

@JacopoMolteni thanks for the updated logs. Unfortunately, we haven't been able to solve this yet, but we are still looking.

DoS007 commented 3 years ago

Having similar problem. (1.39.5)

Videocall from my phone to friend's signal desktop works fine.

Videocall from my signal desktop to my friend's signal desktop works in all areas but i cannot hear him.

So his microphone seems to work with call to android but not with call to another signal desktop. (my sound is on i can hear played voice messages on signal desktop).

Greets

AntoninJcb commented 3 years ago

Weird thing, we are 3 on my group and have a similar issue but 3 different behaviors:

User 1 (on MacOS) doesn't hears anyone, but we hear him
User 2 (on Windows) hears everyone
User 3 (me, on Linux) hears everyone, but voices from user 1 and 3 are echoed from user 2 with .5 to 1s delay. User 2 does hear the echo and his own voice is not echoed to me.

User 1 has a iPhone paired, user 2 and 3 have Androids.

EDIT: MacOS user 1 no has no longer any issue hearing us. Echo coming from User 2 is also happening with some softwares like MS Teams. I am considering the problems not being originated by Signal Desktop, except for MacOS but it was fixed on the last update, sorry for that.

kekkekekw commented 3 years ago

https://debuglogs.org/9d1f5f62c6c4ff4eb57cf2b2826404fb01c4ed0bdcf40332b710fb7fd74bca69

Desktop to desktop call. No voice or audio.

gixxpunk commented 3 years ago

Desktop to Android also not working.

AdamTheManTyler commented 3 years ago

Looks like I am experiencing this issue too. Windows to Windows voice call. I can hear the other party, but they can't hear me. Tried multiple mics and all works in Steam and Discord. Confirmed app is allowed to use mic in Windows mic privacy settings.

gscelsi commented 3 years ago

Same issue on MacBook Pro running Signal v. 1.40.0 under macOS 11.0.1, connecting to iPhone XR Signal v. 5.4.0.17 running under iOS 14.4. After connection is established, video is ok in both directions but there is no audio in either direction. All using built-in microphones and speakers.

cmosetick commented 3 years ago

I have been testing Signal Desktop on a brand new Linux Mint 20.1 installation.

DISTRIB_ID=LinuxMint
DISTRIB_RELEASE=20.1
DISTRIB_CODENAME=ulyssa
DISTRIB_DESCRIPTION="Linux Mint 20.1 Ulyssa"

The built-in microphone works properly in the computer.

NOTE: Other applications, such as Telegram Desktop, Zoom Desktop, Chromium Web Browser... These all detect the microphone in my computer properly. And these applications successfully use the microphone for audio messages and calls.

Even trying to leave a voice message in my "Note To Self" results in empty audio file with no sound.

At this time, Signal Desktop is the only application I have tested that does correctly detect or use my computers microphone correctly.

Signal Desktop was installed via snap package. signal-desktop 1.40.1 351 latest/stable

This is very frustrating as I have never had issues with Signal audio calls on other OS platforms. For a while Signal is my preferred audio call method, but this is a blocker!

DC4JG commented 3 years ago

tl;dr try fixing your Win10 privacy settings, see attached image

[Warning: Rant about how MS costs many users, tech support and companies money and time]

I just had the issue that I couldn't screenshare nor show my webcam despite seemingly working, it just showed a black screen. Searching for a solution I came across this issue and was instantly reminded about a very enraging bug tracking story in my past.

I guess you very likely run into the same problem but never encountered it before. Since it took me many weekends and quite a few friends in IT support to eventually figure out why the heck this issue arises, please let me enlighten you about one very VERY dark pattern absolute dick move Microsoft pulled on every Windows 10 user some time ago. (And still way too few people know about, so spread the word far and wide)

Windows 10 privacy settings

You surely remember? The place you spend like 10 minutes after each installation to disable all the MS garbage and tracking? Disabled each single MS store app to not spy on you? Repeated that whole process multiple times over, because MS always has some bug that occasionally turn things back on?

They didn't like your attitude, hence they changed the game.

If you disable everything, you can encounter microphones seemingly working everywhere, except in 'that one app', even showing recording levels in the sound settings and even successfully playing back as echo test device but inside the app it suddenly just won't work?

If you don't enable the privacy settings, MS now has some layer in between that basically pipes your mic/camera to /dev/null without telling you, or the app, or any other system configuration tool. See the attached picture for a guide how to fix this.

I did not deep dive into the API and therefore can't tell you exactly which calls get 'censored' and which bypass those settings but depending on how an application is programmed it may or may not get caught in the net of privacy settings, hence some work, some don't.

Win10 Privacy Issues

DoS007 commented 3 years ago

@DC4JG I had configred that options accordingly.

kekkekekw commented 3 years ago

@DC4JG Just to double check, is "Micophone access for this device is on" enabled and "Allow apps to access your microphone" ON and "Allow desktop apps to access your microphone" ON with every Microsoft store app OFF?

Thanks for the tip!

DC4JG commented 3 years ago

@DoS007 sorry I have no idea about your issue, good luck!

@kekkekekw Yes, you can't activate the "desktop apps" access without prior activating the "app" access and the later activates the "MS store apps" listing as well.

enable app access
disable everything listed in the store section you won't need while scrolling down
enable desktop app access

Same goes for camera and other "App permissions" but I don't use/know of any issues in similar fashion with email, contacts, calendar, ... but if something behaves strange or e.g. your thunderbird stops working in the future after a Windows update, you know one more place to look for a potential fix.

kekkekekw commented 3 years ago

@jim-signal Here's an updated log. Using latest beta and latest iPhone app. No sound or mic. Can't hear on both ends. Works on my S21 Ultra to iPhone. Settings were activated for mic and settings were selected during the call for mic/sound.

https://debuglogs.org/49a8c3569e36c14495bf08f5c8f8fcf4898f79b21f16e2a70a711a79587eadf6.gz

@DC4JG

Tried it with the changes, didn't work. Darn!

MattRiddell commented 3 years ago

Cool Signal didn't request microphone access in MacOs. I set it manually and it works

evx73 commented 3 years ago

I have a similar issue. No audio on Signal v5.71 desktop on Windows 10.

Other windows apps like Skype and Zoom work with no issue. How can I troubleshoot?

EvanHahn-Signal commented 3 years ago

It's worth going into your OS system settings and making sure Signal Desktop has microphone access. Also, if you're able to hear yourself in voice memos (which you can test in Note to Self) but not audio calls, that's significant.

evx73 commented 3 years ago

@EvanHahn-Signal Thanks, I already checked Signal Desktop has mic access. I am able to hear voice memos recorded from Signal on Android. If I record a memo via Signal Desktop, I can only hear some random noise.

Is there any way to configure the audio device Signal Desktop uses? I could not find any settings for that.

zamadatix commented 3 years ago

Same issue as @evx73 audio memos record and play fine, video calls show video both ways, but audio in calls does not record or play. Has been occuring on 2 machines for me.

evx73 commented 3 years ago

Which interface is "Signal Desktop" using on Windows: MME, Windows DirectSound or WASAPI?

The reason I ask is that I am getting a similar recording noise issue with Audacity when the interface is set to MME.

kekkekekw commented 3 years ago

https://debuglogs.org/0163f8ebebedfc151e39e257c099b75fe04dd7192feaba39441e8e04a8a2b16f.gz

So I did a call to an iPhone. It worked but it was on default settings on signal beta. Which was my acer monitor sound and headset. When I selected incoming to my headset, it stopped picking up sound/voice. Weird. Discord works

nzmarknz commented 3 years ago

I have a similar issue with the Win 10 desktop app. When I call someone on Signal from my phone, everything works. When I phone the same person from the desktop app, I can't hear them. I get a sound with the Signal notifications and the ring tone. But when I answer a call (or originate the call), I can't hear the other person. I can see them, and they can see and hear me. So my issue isn't related to the mic or camera privacy settings on my laptop. And I can see Signal listed in the "App volume device preferences" with the volume turned up to 100.

indutny-signal commented 3 years ago

@nzmarknz sorry about this. Could you open the Signal's settings and see what audio input/output devices are selected for the call in there?

kekkekekw commented 3 years ago

Forgot to add, I built a new PC. Went from Intel i7 6850k to AMD 5900x and I'm still having these problems. Checked settings while on the call, windows settings etc. All set. Discord works perfectly fine and also tested with discord completely closed.

indutny-signal commented 3 years ago

@kekkekekw are you using headphones or speakers? Is it silent in both cases?

kekkekekw commented 3 years ago

@kekkekekw are you using headphones or speakers? Is it silent in both cases?

I'm using headphones, specifically Sennheiser's gsp 370. IIRC, i did try speakers from my monitor and I think I did hear something from signal. But when I swapped to my default headset, it didn't work at all. Tried to replicate that but it didnt occur again. My wife told me to stop bothering her with signal calling on the pc after that :((((

indutny-signal commented 3 years ago

@kekkekekw are you using headphones or speakers? Is it silent in both cases?

I'm using headphones, specifically Sennheiser's gsp 370. IIRC, i did try speakers from my monitor and I think I did hear something from signal. But when I swapped to my default headset, it didn't work at all. Tried to replicate that but it didnt occur again. My wife told me to stop bothering her with signal calling on the pc after that :((((

Ouch, got to keep the family happy. Understood! I'll see what could be done our end. If you'll ever get a chance to give it a try on newly release 5.14.x and submit a new debug log - that'd be perfect, but if not - completely fine too!

Thanks for your patience.

kekkekekw commented 3 years ago

@kekkekekw are you using headphones or speakers? Is it silent in both cases?

I'm using headphones, specifically Sennheiser's gsp 370. IIRC, i did try speakers from my monitor and I think I did hear something from signal. But when I swapped to my default headset, it didn't work at all. Tried to replicate that but it didnt occur again. My wife told me to stop bothering her with signal calling on the pc after that :((((

Ouch, got to keep the family happy. Understood! I'll see what could be done our end. If you'll ever get a chance to give it a try on newly release 5.14.x and submit a new debug log - that'd be perfect, but if not - completely fine too!

Thanks for your patience.

I'll just test on my other phone I guess but it's not iOS like hers. Just to note she can't hear me, vice versa.

Do you want a dxdiag file?

nzmarknz commented 3 years ago

@nzmarknz sorry about this. Could you open the Signal's settings and see what audio input/output devices are selected for the call in there?

Not sure where to find the settings in Signal. Under Preferences there is no mention of input/output devices.

In the Win 10 sound settings, the "App volume device preferences" for Signal are set to Default for both Microphone and Speakers.

indutny-signal commented 3 years ago

@nzmarknz when you call someone, in the calling lobby or during the call there is a "gear" icon in the right top part of the screen that opens the call settings screen. Sorry for not being specific enough!

nzmarknz commented 3 years ago

@indutny-signal found the settings.... and both were set to default. Good to know where to find them. There was also an update to the app today so I thought I should retest and call someone, and guess what... it all now works fine.

indutny-signal commented 3 years ago

Glad to hear it! @kekkekekw could you give 5.14.0 a try just in case?

kekkekekw commented 3 years ago

Glad to hear it! @kekkekekw could you give 5.14.0 a try just in case?

Just tried it, on 5.15 beta and Ios 5.17.1 version on ios and it doesnt work. I don't hear her, she doesn't hear me.

scottnonnenberg-signal commented 3 years ago

@kekkekekw Just to be clear, have you tried calling from both your desktop and your iOS device (what kind of iOS hardware, as well)? What kinds of devices is your conversation partner using? The more information we have, the more likely we'll be able to track this down.

nzmarknz commented 3 years ago

I tried to use the desktop app again yesterday and the problem has returned. I can't hear the other person.

kekkekekw commented 3 years ago

@kekkekekw Just to be clear, have you tried calling from both your desktop and your iOS device (what kind of iOS hardware, as well)? What kinds of devices is your conversation partner using? The more information we have, the more likely we'll be able to track this down.

Both Devices. Previous iOS devices used was iPhone XS. Now its a iPhone 11 Pro Max. XS was prviously on iOS 13. Pro Max is on Latest iOS 14. My partner doesn't use headphones/headset with the iPhone.

When we use our mobile devices, they work fine.

scottnonnenberg-signal commented 3 years ago

@nzmarknz @kekkekekw The new settings screen in Desktop 5.15 will make it a lot easier to look at your input/output devices for calls. When that goes to production this week, please take a look and report back. Thanks!

kekkekekw commented 3 years ago

@nzmarknz @kekkekekw The new settings screen in Desktop 5.15 will make it a lot easier to look at your input/output devices for calls. When that goes to production this week, please take a look and report back. Thanks!

Tried the newest and previous 5.15 beta. Selected my headset/mic in call settings and also in regular app settings. I cannot hear the caller and they cannot hear me.

scottnonnenberg-signal commented 3 years ago

@kekkekekw A new debug log would be useful! Thanks!

kekkekekw commented 2 years ago

@kekkekekw A new debug log would be useful! Thanks!

On Windows version 5.17.2 Beta 1. https://debuglogs.org/0dcf589b61f1eedfb7c3f9c9ea5bdcea681bfb1d894d41a9774d18193c5785c3.gz

Updated iphone app to latest. Swapped my mic to a usb mic and 3.5mm earbuds. No mic/no sound both ways.

altano commented 2 years ago

I'm seeing the same issue. Here's my info as a data point:

On iOS:
- Audio/video calls work perfectly
On Windows 10 (v5.17.2):
- Voice memos to myself work. I can record and play back audio.
- App sounds (e.g. message notifications) work fine
- Video in calls work but there is no audio on either side
- Discord, Skype, Windows Voice Recorder, Firefox, Chrome, DO work with my mic.
- Facebook Messenger desktop client also does NOT work (no audio in calls). It works in the browser.
- I've tried manually selecting my USB headset (Audeze Mobius) in Signal, and leaving it to default device
- I've tried another USB headset going through a DAC that also doesn't work.
- Windows' Microphone privacy settings list Signal, and there is a "Currently in use" yellow text below Signal's entry in the list

gab81 commented 2 years ago

hello, i am experiencing problems with the mic on my Zenbook only on Signal (everything else works), here are additional info i just wrote earlier today:

https://github.com/signalapp/Signal-Desktop/issues/5569

thanks

EvanHahn-Signal commented 2 years ago

In beta, we've made some significant changes to the way we handle audio devices on Windows. If you're having audio problems on Windows, please try out the beta and let us know how things go when you're on a call. Let us know if things are better, worse, or the same! Once we get enough user feedback, we'll bring it to the production versions of the app.

Note that we haven't (yet) changed anything about audio devices for voice messages—only calls.

gab81 commented 2 years ago

so i've installed the beta, linked it again to my phone

right off the bat, it would tell me that there's an update, tested mic and it gave an error "there was an error with the voice recorder" and wouldn't do anything on a voice message

then i did the update he wanted so sig beta updated

and i get the same thing : there was an error with the voice recorder

i don't get this message on the normal version, it seems to be recording then it's all silent as shown in my screenshot

A few releases ago this was fully working, and it's so odd that this laptop which is very new has this issue now. All other voice and other programs (zoom, meet, skype, etc) work fine :(

can we get this fixed?

thanks

signalapp / Signal-Desktop