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Chromebook audio randomly stops working


AJ Cruse

Question

We're currently having an issue with our Chromebooks when connected to published desktops. The audio will randomly stop working and the user will have to reconnect to the session for it to start working again.

 

So for I've tried the following

  • Messed with audio related policies in Citrix Studio
  • Factory reset the Chromebook
  • Reverted our Chrome device management settings to Google's defaults
  • Messed with every setting for Citrix Workspace using the configuration utility
  • Checked that the firewall wasn't dropping packets

The only thing that made a difference was disabling NaCL support, but that's required to redirect the microphone.

I'm able to reproduce the issue by playing a YouTube video on the published desktop.

 

We're running 1912 LTSR in our VDI and the Chromebooks have Citrix Workspace 20.2.0.38 from the chrome web store (haiffjcadagjlijoggckpgfnoeiflnem) and the users are accessing their desktops through a Citrix Gateway via WAN.

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FWIW our organization is having this exact same problem.  We put in a ticket with Citrix and Google several weeks ago and haven't gotten much help yet.  Our testing has revealed this does not happen with our users who have Windows/Mac/iGel devices, only Chromebooks. Our hunch is that the Chromebook version of Workspace app is very sensitive to minute disruptions in network connectivity and fails to reestablish audio after a 1/8 of a second blip.

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1 hour ago, Matt Hentrich said:

FWIW our organization is having this exact same problem.  We put in a ticket with Citrix and Google several weeks ago and haven't gotten much help yet.  Our testing has revealed this does not happen with our users who have Windows/Mac/iGel devices, only Chromebooks. Our hunch is that the Chromebook version of Workspace app is very sensitive to minute disruptions in network connectivity and fails to reestablish audio after a 1/8 of a second blip.


Yeah, sounds like our exact issue. We noticed any CPU spikes or network lag causes the issue to become more prominent. We only have a ticket open with Citrix because I believe it’s more than likely a bug in the receiver as this happens with no other apps on the Chromebook.

 

We haven’t been able to find a suitable workaround or fix for the last month and we’re about ready to order some Thinkpads to replace the Chromebooks. Which is unfortunate because the Chromebooks worked fantastically, but that audio issue is causing a huge disruption.

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We use Google’s Chrome device management that allows us to force install applications from the web store or from a custom URL. We’re using the custom url option and pointing the URL to a Droplet for now.

Google doesn’t really tell you in the form but the URL needs to point to an auto update XML file and not the crx itself. 

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I am seeing the exact same issue.

Teams call talking away and then both mic and sounds stop after some time.

Teams call talking away and if the other person puts their webcam on the audio will drop pretty quickly.

 

I too have fiddled around with various settings, have a call with Citrix but it's torture since they keep wanting me to test with a Windows client. My daughters MacBook works without issue as do Windows machines.

 

 

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43 minutes ago, Kerry Barnes1709159842 said:

I am seeing the exact same issue.

Teams call talking away and then both mic and sounds stop after some time.

Teams call talking away and if the other person puts their webcam on the audio will drop pretty quickly.

 

I too have fiddled around with various settings, have a call with Citrix but it's torture since they keep wanting me to test with a Windows client. My daughters MacBook works without issue as do Windows machines.

 

 

We opened a ticket on the 4th and haven't been able to find the cause yet. Support did see some audio overflow messages from a Citrix Scout trace.

I noticed that if the CPU spikes then there's a large chance of the audio issue to happen. Playing just audio and doing nothing is typically fine, but if you were to open a website in Chrome the audio had a large chance of cutting off, and playing a YouTube video would cause it to cut off very quickly.

 

If it could help, I could send your post to the support rep we've been working with. On our last call, the rep mentioned something along the lines of having more people with the issue would help narrow down the cause.

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No issue whatsoever having my post sent on. I am literally just cdf tracing the issue to see if I can spot something (19222 tmf  files downloaded and going on). Nothing in the Chromebook Workspace app logs. I have only lightly tested the Android app without conclusion, but it's not a solution since it simply looks and feels crap on a Chromebook.

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I just wish they would make the WorkSpaces experience cohesive between Windows, MAC, ChromeOS, and Linux.  Its like the devs dont talk to each other :).  Im not sure if there is something that is limiting on ChromeOS but Its literally the only one we have consistent problems from.  Audio has always been a 50/50 chance of connecting and dual monitor support has always caused a ton of lag compared to the other OS platforms.  Our company was  seriously considering ChromeBooks as replacements for our laptops and thin clients.  But that quickly died once the reliability and experience wasn't there.  

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1 minute ago, Matt Hentrich said:

FWIW my colleague just started testing the HP mt45 thin client and reported that it was a much better performer than the Chromebooks we've been using at about the same price ($450-ish).  Reported audio and video calling thru VDI worked out of the box with the mt45.

Sadly we've been asked to not order any more laptops as we'd start to have a stockpile of them. The developer assigned to our ticket has been working on finding the cause of the bug. If I receive anything important from support I'll post it here.

 

If the fault isn't identified promptly, our current workaround plan is to purchase a month-to-month cloud VoIP product with DIDs, have Avaya's One-X Agent forward calls to those DIDs, and agents would use the softphone on the Chromebook. It's not ideal, but we're primarily a call center so this would get us through this current pandemic at a cheaper cost than acquiring new devices.

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I also have an open case with citrix regarding this issue, (microphone not redirecting) I was told they are working to repro this issue.  I have this case open over a month now.

 

I also updated my case that we also enabled HTML5 as a workaround in ChromeBook and it is also having audio redirect issues.

I also tried the Citrix Workspace App for android, BETA version 20.5.0.19, still microphone not redirecting, speaker is good (as before).  

Edited by emarcha125
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6 hours ago, AJ Cruse said:

We use Google’s Chrome device management that allows us to force install applications from the web store or from a custom URL. We’re using the custom url option and pointing the URL to a Droplet for now.

Google doesn’t really tell you in the form but the URL needs to point to an auto update XML file and not the crx itself. 

We also use the device management but unsure what is needed to publish the crx. Can I you share your steps please.

 

Thanks

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Not a problem, below are the steps I took.

 

1. Purchased a Digital Ocean Droplet and installed httpd (apache). This is probably optional if you already have an easy way to deliver content via http(s). I believe GitHub may work as well.

2. Publish the crx file and the XML file (bottom of this post) on the web host, be sure to edit the XML file to your correct download link

3. Go to Google apps & extension page and click the Add Chrome app or extension by IDhttps://i.imgur.com/JwInl9b.png

4. Select From a custom URL from the dropdown, https://i.imgur.com/dbQonmX.png

5. Enter kdndmepchimlohdcdkokdddpbnniijoa as the extension ID, and the HTTP path to the XML file from earlier and press save, https://i.imgur.com/TOFyzRv.png

 

Your clients should start downloading the new app from your web server. If you have any questions let me know.

<?xml version='1.0' encoding='UTF-8'?>
<gupdate xmlns='http://www.google.com/update2/response' protocol='2.0'>
  <app appid='kdndmepchimlohdcdkokdddpbnniijoa'>
    <updatecheck codebase='http://pathtocrx.file' version='20.4.0.2' />
  </app>
</gupdate>

Be sure to change the codebase parameter in the updatecheck block. You many also want to verify that the version is the same as the manifest version in crx file which can be opened via 7zip.

I'm also assuming we have the same CRX file or the same private key was at least used during signing, but you may want to verify that your Chrome App ID is kdndmepchimlohdcdkokdddpbnniijoa.

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Thank you very 

8 hours ago, AJ Cruse said:

Not a problem, below are the steps I took.

 

1. Purchased a Digital Ocean Droplet and installed httpd (apache). This is probably optional if you already have an easy way to deliver content via http(s). I believe GitHub may work as well.

2. Publish the crx file and the XML file (bottom of this post) on the web host, be sure to edit the XML file to your correct download link

3. Go to Google apps & extension page and click the Add Chrome app or extension by IDhttps://i.imgur.com/JwInl9b.png

4. Select From a custom URL from the dropdown, https://i.imgur.com/dbQonmX.png

5. Enter kdndmepchimlohdcdkokdddpbnniijoa as the extension ID, and the HTTP path to the XML file from earlier and press save, https://i.imgur.com/TOFyzRv.png

 

Your clients should start downloading the new app from your web server. If you have any questions let me know.


<?xml version='1.0' encoding='UTF-8'?>
<gupdate xmlns='http://www.google.com/update2/response' protocol='2.0'>
  <app appid='kdndmepchimlohdcdkokdddpbnniijoa'>
    <updatecheck codebase='http://pathtocrx.file' version='20.4.0.2' />
  </app>
</gupdate>

Be sure to change the codebase parameter in the updatecheck block. You many also want to verify that the version is the same as the manifest version in crx file which can be opened via 7zip.

I'm also assuming we have the same CRX file or the same private key was at least used during signing, but you may want to verify that your Chrome App ID is kdndmepchimlohdcdkokdddpbnniijoa.

Thank you very much for the explanation, we will try an use a bit of Azure blob storage to deliver this.

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