Cant Hear Sound After Call Is Answered

[SupportTeam]

I'm using US Robotics Sportster Voice 33.6 Faxmodem.

 

When I call, the program answers after 2 ring calls, but I can't hear the files, and I stay connected while the program seems to consider the call hanged (see log below). Do you have any idea what might cause this problem ?

 

I'm on XP sp1.

 

Thanks for your answer.

 

 

02234 0 tapie callstate OFFERING 66509 0 4

02234 0 tapie ring 1

07203 0 tapie ring 2

07203 0 Answer the call

07203 0 lineAnswer(66509) => 66526

07203 0 tapie callstate ACCEPTED 66509 0 0

07593 0 tapi Reply 66526 0

07593 0 tapie callstate CONNECTED 66509,0,0

07593 0 WorkingModeTAPI=

07593 0 WorkingModeScript=

07593 0 TimeoutClear

07593 0 [Get Client ID] Number Input

07593 0 [Get Client ID] Playing (PayGetId.wav)

08250 0 PlaySoundStart ok [C:\Program Files\ivg\Scripts\Credit Card Payment\PayGetId.wav]

08250 0 TimeoutClear

08250 0 wa(8358,30760900)

16843 0 Play End line[0] (id=307609)

16843 0 LsGetNbrsPlayWelcMsg EV_PLAY_FINISHED

16843 0 TimeoutSet 10 EV_TIMEOUT_HANGUP

16843 0 TimeoutSet 6 EV_TIMEOUT_ENTERDATA

23296 0 Timer fired EV_TIMEOUT_ENTERDATA

23296 0 LsGetNbrsPlayWelcMsg EV_TIMEOUT_ENTERDATA

23296 0 Hanging up call...

23296 0 TimeoutSet 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

23296 0 PlaySoundStop ok

23296 0 fnHangupCall end

24015 0 tapie callstate DISCONNECTED 66509,1,0

24015 0 LsAwaitingCalls EV_REMOTEPARTY_DISCONNECT

24015 0 PlaySoundStop ok

24015 0 Hanging up call...

24015 0 TimeoutSet 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

24015 0 PlaySoundStop ok

24031 0 fnHangupCall end

24031 0 tapie callstate IDLE 66509 0 0

24031 0 WorkingMode@Idle=

24031 0 TimeoutClear

24031 0 TimeoutSet 1 EV_TIMEOUT_TIMETOREINITLINE

24031 0 tapi Reply 66475 0

24031 0 tapi Reply 66492 0

25046 0 Timer fired EV_TIMEOUT_TIMETOREINITLINE

25046 0 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

25046 0 Initialise telephony (due to IDLE)

25046 0 tapic lineDeallocateCall(MainCall:66509) 0

25062 0 Waiting for a call...

25062 0 hLine=66441

25062 0 TimeoutSet 5 EV_TIMOUT_ATERIDLE_ALLOWOUT

30531 0 Timer fired EV_TIMOUT_ATERIDLE_ALLOWOUT

[SupportTeam]

The trace is showing that the playing of the sound files is handed off to the Wave drivers, and if you are not hearing the sound file this indicates that the wave drivers are playing it on the wrong output device...

 

We have seen this happen before - wave drivers sometimes get a bit confused as to which device should be used for playback when there is more tehn one output device available...

The way to resolve this is to uninstall or disable all the other wave drivers and install the modem drivers first... and then install the sound card's wave drivers.

 

If your sound card auto installs using PnP then I'd try disabling the sound controller using the Control Panel -> Sound and Multimedia Properties applet.

Select Hardware tab, highlight your sound card, click properties and select 'disable' at the bottom of the window.

 

(above is for Win2000, but similar can be done in other versions of Windows)