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Reporting Audio Issues

When reporting an audio issue, please provide the following information to Dolby.io support:

  • Can the issue be reproduced? What are the minimal reproduction steps?
  • What was the conference ID where the issue was experienced?
  • Who experienced the issue in the session? Was it one participant or multiple?
  • If possible, create a diagnostic dump to include with the field report

A diagnostic dump provides more detailed information than the information included in the standard logging. This additional information can be especially useful where an issue is occurring with the participant's audio devices.

Note: Currently diagnostic dumps are not available on mobile clients.

Diagnostic dumps on Chrome and Edge

In Google Chrome and Microsoft Edge you can create a diagnostic dump using the following steps:

  1. Before you join the conference, open a tab and enter [chrome://webrtc-internals]`
  2. Open a second tab and join the conference
  3. Navigate back to the chrome://webrtc-internals tab, and check Enable diagnostic audio recordings
  1. Reproduce the issue and after several seconds uncheck Enable diagnostic recordings. Chrome will then prompt you to save files containing raw audio data that will help with analysis.
  2. On the chrome://webrtc-internals tab, click Create Dump and click the button labeled Download the PeerConnection updates and stats data, which will generate a series of text file labeled webrtc_internals_dump.txt.
  1. Archive the generated files and share as part of the issue report.

Diagnostic dumps on Firefox

In Mozilla Firefox you can create a diagnostic dump using the following steps:

  1. Before joining a conference, open a tab and enter about:webrtc
  1. Click Start Debug Mode and Start AEC Logging
  2. Open a second tab and join the conference
  3. Reproduce the problem to be captured
  4. Click Stop Debug Mode and Stop AEC Logging and retrieve the files from the specified locations
  5. Click Save Page to save the connection logs to disk
  6. Archive the generated files and share as part of the issue report

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