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Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025

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  • 1.  Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025

    Posted 05-13-2025 09:41
    Edited by Jan van de Hulsbeek 05-13-2025 09:49
      |   view attached
    No replies, thread closed.

    HI Genesys,

    Till 5 may i had no issue's after the weekly updates from Genesys on 7 may my audio micophone changs to the Logitech Webcam C925.

    This is in Edge and Chrome but not in the windows client version.

    At the moment i have disabled the microphone of the webcam as a workaround..

    Here is a screendump what happens 

    I have open Genesys and unplugged the webcam so you can see the microfone is set to the Jabra 390.

    Then is connect the webcam and reopen the audio profile. Then the microfone is changed to the Webcam...

    Then i unplug the webcam and  reopen the audio profile and then it is set back to the Jabra 390

    GIF

    Is see a  comparable topic also 5 day's ago https://community.genesys.com/discussion/profiles-are-no-longer-selectable
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Jan van de Hulsbeek
    na
    ------------------------------



  • 2.  RE: Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025

    Posted 05-13-2025 16:44
    No replies, thread closed.

    Hello Jan,

    Could you try to log out of Genesys Cloud and then log back in? Once you do that, are you able to save your audio profile? Does the issue still happen after that?



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025

    Posted 05-14-2025 02:56
    No replies, thread closed.

    Hi Jason,

    Logout and login doesn't work

    At the moment I turn off the microphone of the webcam.



    ------------------------------
    Jan van de Hulsbeek
    na
    ------------------------------

    Original Message


  • 4.  RE: Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025

    Posted 05-14-2025 09:28
    No replies, thread closed.

    Hey Jan,

    I'm sorry to hear that you are still having that issue. I would recommend opening a case with our UI support team. Please let me know your case number so that I can monitor the progress.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025

    Posted 05-14-2025 10:49
    No replies, thread closed.

    Hi Jason,

    How can i best contact the UI support team so i can open a case?



    ------------------------------
    Jan van de Hulsbeek
    na
    ------------------------------

    Original Message


  • 6.  RE: Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025

    Posted 05-14-2025 11:34
    No replies, thread closed.

    Hello Jan,

    This Resource Center article goes over the various ways to get in contact with Customer Care. I would recommend opening up a case using the My Support Portal.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 7.  RE: Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025

    Posted 05-22-2025 06:15
    Edited by Jan van de Hulsbeek 05-22-2025 14:35
    No replies, thread closed.

    I received a response from Genesys stating that several issues have arisen since the update of Google Chromium to version 136. According to their analysis, the cause lies in errors in the Chromium engine itself. These findings have now been shared with Google, but they are awaiting a new release in which this will be resolved.

    As a temporary workaround, they recommend using the Genesys Desktop App or Firefox.

    The Desktop App runs on an older version of Chromium (version 133), is fully optimized for Genesys, and therefore experiences no problems.



    ------------------------------
    Jan van de Hulsbeek
    IT Admin
    ------------------------------

    Original Message


  • 8.  RE: Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025

    Posted 05-22-2025 11:32
    No replies, thread closed.

    Presuming you are using Windows...did you happen to try the Windows Settings thing? I'm just curious whether that made a difference.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 9.  RE: Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025

    Posted 05-22-2025 14:53
    No replies, thread closed.

    Made no difference, reason is there's a change in the browser chromium since release 136.

    https://developer.chrome.com/release-notes/136

     I don't know exactlye what it is but think has something to do with and how the Genesys code is using it.

    Audio Output Devices API: setDefaultSinkId()

    This feature adds setDefaultSinkId() to MediaDevices, which enables the top-level frame to change the default audio output device used by its subframes.

    Origin Trial | ChromeStatus.com entry | Spec

    https://github.com/MicrosoftEdge/MSEdgeExplainers/blob/main/SetPreferredSinkId/explainer.md

    For now i can use a workaround and disable the Microphone of the webcam or use the Windowsclient which uses an older chromium build.



    ------------------------------
    Jan van de Hulsbeek
    IT Admin
    ------------------------------

    Original Message


  • 10.  RE: Audio Microphone changes to Logitech Webcam C925 since Genesys updates May 5, 2025
    Best Answer

    Posted 05-14-2025 17:10
    No replies, thread closed.

    Note that Windows 11 Sound settings have a Default device assigned for Output devices and Input devices

    Select the Properties for the device which should be used by WebRTC and set it to Use as default for communications

    I had the same type of problem in my client until I went in and changed the Windows setting.

    I don't know if that will solve your problem...but maybe.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


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