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  • 1.  One Way Audio in Edge

    Posted 8 hours ago

    Hello,

    Some users are experiencing issues with one way audio, while on MS Edge.   Same impacted users can use Chrome.

    Looks like the issues started with edge version 146.0.3856.59.  Are there any settings I should review or can modify?


    #Telephony

    ------------------------------
    Pauline Hittle
    IT Project Manager
    ------------------------------


  • 2.  RE: One Way Audio in Edge
    Best Answer

    Posted 8 hours ago
    Edited by Cameron Tomlin 8 hours ago

    Hi Pauline,

    You might find this thread helpful:

    https://community.genesys.com/discussion/genesys-cloud-sound-bug-when-using-microsoft-edge-newest-version-1200221061-official-build-64-bit

    It discusses a similar one-way audio issue related to an Edge update. While the version mentioned there is different, the behaviour looks quite similar and may help point you in the right direction.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 3.  RE: One Way Audio in Edge

    Posted 8 hours ago

    Spot on - sounds like the same issue.  I did see in the MS Edge release noes, they updated GPO Settings.



    ------------------------------
    Pauline Hittle
    IT Project Manager
    ------------------------------

    Original Message


  • 4.  RE: One Way Audio in Edge

    Posted 6 hours ago

    We have seen this same behavior on our network.

    Seems to have started w version 146.0.3856.59. Strangely enough if I run same version of Edge on a home Win11 machine, audio works fine. The one way audio we are experiencing is our agents cannot hear the caller, but the caller can hear the agents. Chrome and Desktop App both are working fine.

    We did open a support case w Genesys on it just in case it was/is helpful.



    ------------------------------
    Shane Jenkins
    IT Sys Admin Mgr
    ------------------------------

    Original Message


  • 5.  RE: One Way Audio in Edge

    Posted 6 hours ago

    Your description is exactly what we are experiencing.

    The .59 version was released by Microsoft on March 13, 2026.  We started receiving reports of the issue on Monday, March 15, 2026.  Gotta love Monday morning audio issues!

    the next Microsoft Edge release is scheduled for April 9th.  We have a case open with Genesys and our desktop imaging team is aware.   I'm hoping there will be a hot fix or new release from Genesys or Mricrosoft.



    ------------------------------
    Pauline Hittle
    IT Project Manager, FDA
    ------------------------------

    Original Message


  • 6.  RE: One Way Audio in Edge

    Posted an hour ago

    Hello!

    We also having the same issue. (but I don't remember the issue in 2024). 
    At this point, I managed to recreate the issue, and hope helps anyone else having the same issue. 

    The issue seems to be rooted from "AutoplayAllowed"  setting in the Edge policy set via GPO (can be checked via  edge://policy/) 

    Setting to "Disabled" sets media autoplay to "Block". This setting blocks all websites from autoplaying media, regardless of engagement or site activity. Media will only play after an explicit user action. Before Microsoft Edge version 92, this would set media autoplay to "Block", and from version 92 through 144 it mapped to "Limit". This limits websites that are allowed to autoplay media to webpages with high media engagement and active WebRTC streams. Beginning with Microsoft Edge version 145, "Disabled" once again maps to "Block". Users can't override this policy.

    Source: https://learn.microsoft.com/en-us/deployedge/microsoft-edge-browser-policies/autoplayallowed#:~:text=Setting%20to%20%22Disabled,override%20this%20policy

    If you have AutoplayAllowed = false , then ensure you have Genesys URLs in  "AutoplayAllowlist"    as per above link, it was not enforced till version 145

    If you have Registry edit access.  You can add the Genesys URLs (eg "[*.]mypurecloud.de" )  strings individually to   "Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge\AutoplayAllowlist"

    Registry file would look like:

    Windows Registry Editor Version 5.00

    [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge]
    "AutoplayAllowed"=dword:00000000


    [HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge\AutoplayAllowlist]
    "1"="[*.]mypurecloud.de"


    Kind regards



    ------------------------------
    Rajneesh Chandran
    MS Engineer
    ------------------------------

    Original Message


  • 7.  RE: One Way Audio in Edge

    Posted 45 minutes ago

    Hi Rajneesh,

    Thank you!

    This absolutely is our issue. We've tested on several machines and added our Genesys Cloud region to the Allow List in Microsoft Edge. We did so by opening Edge and going to edge://settings/content/mediaAutoplay then added our Genesys Cloud region there. We now have two way audio. We have rebooted and two way audio remained successful. We will explore pushing this out via group policy next.

    Thank you for digging in and sharing. Hopefully this helps Pauline and others too!

    Regards!



    ------------------------------
    Shane Jenkins
    IT Sys Admin Mgr
    ------------------------------

    Original Message


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