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  1. HipChat
  2. HCPUB-1590

Video call sound output does not obey preference

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    • Icon: Suggestion Suggestion
    • Resolution: Won't Do
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    • Video
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    • OS X 10.11.6
      iMac 21.5-inch, Late 2012
      Using HipChat online service, not a server.
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      About a week ago, a change to HipChat seemed to break my audio preference.

      I have a USB headset, and was using it with HipChat as mic and earphones. I could hear the other person on the headphones. Now, the audio comes through the built-in speakers instead of the headphones. The in-call settings have a mic setting but don't let me set the speakers. And the "Video Preferences" Sound output is set to the USB headset, and the Test button works in the headset, but this does not apply to the video call when I call someone.

      [9/13/16:]Workaround/isolation: Plugging Earbuds into the audio jack of the Mac enables chat audio in the USB headset. That is, the bug only happens when earbuds are not plugged into the audio jack. When earbuds are plugged in, the Video Preferences are obeyed and audio is heard in the USB headset, not the earbuds.

            [HCPUB-1590] Video call sound output does not obey preference

            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3349597 ] New: JAC Suggestion Workflow 3 [ 3605255 ]
            Status Original: RESOLVED [ 5 ] New: Closed [ 6 ]
            Monique Khairuliana (Inactive) made changes -
            Workflow Original: HF: Simple Issue Tracking Workflow v3 [ 1596609 ] New: JAC Suggestion Workflow [ 3349597 ]
            Status Original: Done [ 10044 ] New: Resolved [ 5 ]
            Kat N made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: To be reviewed [ 10026 ] New: Done [ 10044 ]

            Kat N added a comment -
            Stride and Hipchat Cloud End of Life: Just over 90 days away

            We recently announced that we would be discontinuing our team messaging tools, Stride and Hipchat, and will therefore be closing out all related feature requests and open issues. The end of life date for Stride and Hipchat Cloud is February 15, 2019. Until that time, we will only issue product updates for security issues or critical bugs.

            If you are an existing Hipchat Server or Data Center customer and feel like this issue has been closed in error, please contact support to let us know._

            Our recommended migration path is to Slack - you can read more about this and other options at Stride and Hipchat Cloud End of Life: Just over 90 days

            Thank you for your input on this ticket and for being a valued Atlassian customer.

            Kat N added a comment - Stride and Hipchat Cloud End of Life: Just over 90 days away We recently announced that we would be discontinuing our team messaging tools, Stride and Hipchat, and will therefore be closing out all related feature requests and open issues. The end of life date for Stride and Hipchat Cloud is February 15, 2019. Until that time, we will only issue product updates for security issues or critical bugs. If you are an existing Hipchat Server or Data Center customer and feel like this issue has been closed in error, please contact support to let us know._ Our recommended migration path is to Slack - you can read more about this and other options at Stride and Hipchat Cloud End of Life: Just over 90 days Thank you for your input on this ticket and for being a valued Atlassian customer.

            Seeing new comments reminded me that at some point the Mac version seems to have fixed the problem. I'm able to use my USB headset with HipChat video calls without switching defaults. My current version is 4.29.0.732.

            Sorry you Windows folks are having a similar issue. 

            Paul Collins added a comment - Seeing new comments reminded me that at some point the Mac version seems to have fixed the problem. I'm able to use my USB headset with HipChat video calls without switching defaults. My current version is 4.29.0.732. Sorry you Windows folks are having a similar issue. 

            Howard Davis added a comment - - edited

            I am having the same problem on Windows 10.  I have my Plantronics USB headset set as the "Default Communications Device" for playback.  However when I start a video/audio call over HipChat the audio is sent to my laptop speakers (marked as the "Default Device" for playback) not to my Plantronics USB headset.  Each time I use HipChat for video/audio calls I have to manually open up my Windows 10 sound playback settings and change my Plantronics USB headset to be the "Default Device" in order to hear the other person on the headset.  At the end of the call I have to set my speakers back to the "Default Device".  If I forget to set my speakers back to the "Default Device" then I can't hear any sound after I hang up the Plantronics USB headset (including the ringing of new incoming calls).  Switching this setting manually over and over for each call is extremely annoying.  HipChat appears to be ignoring the "Default Communication Device" setting for the audio output.  

            Howard Davis added a comment - - edited I am having the same problem on Windows 10.  I have my Plantronics USB headset set as the "Default Communications Device" for playback.  However when I start a video/audio call over HipChat the audio is sent to my laptop speakers (marked as the "Default Device" for playback) not to my Plantronics USB headset.  Each time I use HipChat for video/audio calls I have to manually open up my Windows 10 sound playback settings and change my Plantronics USB headset to be the "Default Device" in order to hear the other person on the headset.  At the end of the call I have to set my speakers back to the "Default Device".  If I forget to set my speakers back to the "Default Device" then I can't hear any sound after I hang up the Plantronics USB headset (including the ringing of new incoming calls).  Switching this setting manually over and over for each call is extremely annoying.  HipChat appears to be ignoring the "Default Communication Device" setting for the audio output.  

            Michael Mannion added a comment - - edited

            I'm having a similar issue with HipChat for Windows 4.27.1.1658. Just installed for the first time today, as team is considering migrating from Skype. In call settings, I can choose the mic to use, but not the speakers. I have three speaker devices:

            • Internal laptop speaker
            • External desktop speakers (connected to headset jack in laptop docking station)
            • USB headset

            The audio from other call participants comes out on the desktop speakers, not via my headset. The headset is set as my "Default communication device" in Windows. HipChat doesn't appear to respect that setting, or provide a way to explicitly choose the output speakers.

            Michael Mannion added a comment - - edited I'm having a similar issue with HipChat for Windows 4.27.1.1658. Just installed for the first time today, as team is considering migrating from Skype. In call settings, I can choose the mic to use, but not the speakers. I have three speaker devices: Internal laptop speaker External desktop speakers (connected to headset jack in laptop docking station) USB headset The audio from other call participants comes out on the desktop speakers, not via my headset. The headset is set as my "Default communication device" in Windows. HipChat doesn't appear to respect that setting, or provide a way to explicitly choose the output speakers.
            Paul Collins made changes -
            Affects Version/s New: Mac v4.27 [ 63445 ]
            Description Original: About a week ago, a change to HipChat seemed to break my audio preference.

            I have a USB headset, and was using it with HipChat as mic and earphones. I could hear the other person on the headphones. Now, the audio comes through the built-in speakers instead of the headphones. The in-call settings have a mic setting but don't let me set the speakers. And the "Video Preferences" Sound output is set to the USB headset, and the Test button works in the headset, but this does not apply to the video call when I call someone.
            New: About a week ago, a change to HipChat seemed to break my audio preference.

            I have a USB headset, and was using it with HipChat as mic and earphones. I could hear the other person on the headphones. Now, the audio comes through the built-in speakers instead of the headphones. The in-call settings have a mic setting but don't let me set the speakers. And the "Video Preferences" Sound output is set to the USB headset, and the Test button works in the headset, but this does not apply to the video call when I call someone.

            [9/13/16:]Workaround/isolation: Plugging Earbuds into the audio jack of the Mac *enables* chat audio in the USB headset. That is, the bug only happens when earbuds are not plugged into the audio jack. When earbuds are plugged in, the Video Preferences are obeyed and audio is heard in the USB headset, not the earbuds.
            Environment New: OS X 10.11.6
            iMac 21.5-inch, Late 2012
            Using HipChat online service, not a server.
            Paul Collins created issue -

              Unassigned Unassigned
              1051f9f06128 Paul Collins
              Archiver:
              mandreacchio Michael Andreacchio

                Created:
                Updated:
                Resolved:
                Archived: