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No Audio from Radios to Broadband Clients

Issue

No audio is coming through to WAVE OnCloud Broadband clients when a connected radio transmits.

Diagnostic

Is audio coming through from Broadband clients to the radios? If so, then this is a ‘one-way’ audio issue. Contact support immediately. If audio is coming through to Broadband clients from the radios but the radios cannot hear Broadband clients then something is stopping the flow of data in one direction only.

If neither Broadband or Radios can hear each other then it is probably a configuration issue.

Possible Reasons

The first thing to check is to ensure that your Talkgroup is configured with the correct ID to match the radio system. The ID specified in the Talkgroup must be identical to that in your Radio System. Open the Talkgroup you are using and verify the Talkgroup ID is correct.

The second thing to check is the connection between the Radio System and WAVE OnCloud to ensure that the WAVE OnCloud Gateway is configured correctly. This sets the parameters WAVE OnCloud uses to integrate with your Motorola Radio System. Ensure all values are correct according to your radio system.

Potential Solutions

Reconfigure the WAVE OnCloud Gateway connection.

Verify the Talkgroup is correct for your Radio System.

Verify your Radio handsets are on the correct Talkgroup.

If you are using WAVE OnCloud 1.0, then verify your WAVE Broadband clients are logged in to the correct Customer account. This requires your Customer Alias be correct.

Verify that your WAVE User is assigned to the correct Talkgroup in WAVE OnCloud.

Updated on April 13, 2018

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