One participant consistently experiences audio crackling across different meetings

Video SDK Web
1

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Video SDK Type and Version
^2.3.12

Description
One participant consistently reports audio crackling/distortion, regardless of who she is connected with. Other participants in the same sessions do not report issues, but it could be that they experience issues just don’t report it.

This happens across multiple meetings with different participants, so the issue appears to be isolated to her environment or how the SDK handles it.

Previously she did not experience it even though she had many meetings.

Error?
The error is the crackling of audio she gets

Troubleshooting Routes
We have tried to check the metrics, statistics of the meeting, but looks like sometimes our client metrics are similar to other participants metrics who don’t experience problems

**How To Reproduce

**
I would be very happy to share any information about this situation. We are desperate for help. Thank you

2

Hey @simas.mockus

Thanks for your feedback.

Could you share some problematic sessionIds with us for troubleshooting purposes?

If possible, it would also be helpful if you could identify which user in the session is experiencing the audio issue. There is no need to provide user names or other PII—information such as their browser, operating system, and the time they joined the session is sufficient.

Thanks
Vic

3

Hello,

I am thankful for your message.

My actual account number is 7045195466. The participant in the meetings has the same name and surname, but in different meetings she has different User Keys.

Session IDs:

  • fTlLbp/zTTmHLbmX3uzg4A== (a16c0759-6dfa-464f-8ff1-6de23c09580c)
    • User key is a16c0759-6f1f-4550-af79-5d151eec2400
  • O+08EYj5R2mX9W6BLrwk+g== (a1669530-fd82-4b18-b8d4-27743e3ff1fd)
    • User key is a1669530-fed0-4ddc-bfdb-e97141ee8424
  • Xc5nhie7Qn+glw5UykcLKg== (a18d5dd0-8986-4e57-baa2-f96fedec79d4)
    • User key is a18d5dd0-8ab1-4d3d-8304-f6fda816749b

If that is not enough I will gladly share more info. I am very thankful for your help.

4

Hi @simas.mockus

fTlLbp/zTTmHLbmX3uzg4A==
O+08EYj5R2mX9W6BLrwk+g==
Xc5nhie7Qn+glw5UykcLKg==

It seems to be a known issue on iOS 26.2, where a cracking sound can occur after locking and then using the iPhone again. We encountered a similar issue in our previous tests. However, the issue was resolved after upgrading to iOS 26.3.

Could you ask the participant to upgrade their iOS version and try again?

Thanks
Vic

5

Hello,

Thank you for your response. We have contacted the participant, and she was indeed using iOS 26.2. However, I’ve been informed that even after upgrading her iOS version, the problem still persists.

I am providing new session IDs:

  • +8gt/E+6QnS7Z/Z4Z3tE2g== (a19ca126-8a58-446a-b55a-253ed2c9b0cd)
    • User key is a19ca126-8b47-40cb-a1cb-b636f47bfd6e
  • MpB9VTlrRUmFaaePyNupxg== (a1b6e92f-b2b9-41e4-a9f3-625140b2272c)
    • User key is a1b6e92f-b3b3-4286-8d30-0d3b5f68e430

Could you please check that, maybe there is a separate problem?

Thank you very much in advance!

6

Hello @vic.yang ,

Maybe any news on this?

Thank you!

7

Hi @simas.mockus

Sorry for the late reply.

+8gt/E+6QnS7Z/Z4Z3tE2g==

  • One participant is using Windows Edge, and the other is using Chrome 147 on iOS 26.4.
  • Based on the logs, it appears that audio from iOS to Windows may experience high delay. However, there is no evidence indicating audio crackling or distortion.

MpB9VTlrRUmFaaePyNupxg==

  • Both participants are using MacBooks (not iPhones).
  • Based on the logs, the network quality appears normal, and there do not seem to be any audio issues.

Thanks
Vic

8

It seems to be a known issue on iOS 26.2, where a cracking sound can occur after locking and then using the iPhone again. We encountered a similar issue in our previous tests. However, the issue was resolved after upgrading to iOS 26.3.