This past Thursday I was setting up an Air Mozilla event from the SFO office and when the stream went live I noticed that the audio being pushed out and recorded on encoder1.commons.voip.sfo1.mozilla.com through Wirecast was garbled (robotic) and did not sound correct. This issue was not apparent when on a Vidyo only call - so it is something to do with either the encoder, Wirecast, the BlackMagic box or something in-between. I have reset all of the equipment in the rack for SFO Commons w/ no luck (broken audio still apparent). Please help me figure out what the issue is.
Interesting problem. Did you power-cycle the Clear-One boxes?
Yes - I power cycled everything in the rack for SFO Commons, including the Clear-Ones. The interesting thing is that the audio is just fine when on a normal Vidyo call, but if the Encoder input is selected the sound gets garbled (robotic sounding). I can show you in person if you would like.
+ Tim (AVDG) Tim - not sure if you are able to do this through a bug, but I am going to try anyways. Would it be possible to get someone from your team out to check this issue out that is detailed above? If you need me to send an email, please let me know. Thanks!
I forwarded this to Service to dispatch the call. I will get my service techs signed up for bugzilla as well.
Thanks Tim - just let me know the date and time they are coming out (when you get that info) so I can make sure we are prepared.
Update: Jared determined that the issue is being caused by an Crestron input card, which he is RMAing. Jared will be coming out on Monday, Dec 3rd to temp use an unused input card from SFO Commons as a temp fix until the replacement card come in the mail.
Reference ServiceNow Request: INC0010677
Hey Tim and Jared - We have replaced a Crestron sound card, updated all firmware/hardware, tried a new Black Magic box all with no luck - the audio issue is still apparent in SFO Commons when using the SFO Encoder. Can we get someone out to SF to check out the issue? I know Jared is going to be here tomorrow (Wednesday, Feb 6th) would that be a good time? Thanks!
Hey Joel, Any way we can test with a different Mac Mini? It's the only thing we haven't switched out. Just a thought. If you want to schedule me there earlier tomorrow, I can do that. Thanks! Jared
@Richard or Zandr - Is it OK if I take one of the Encoder mac minis from Bay Bridge or Golden Gate Bridge for the test Jared detailed in comment 9? Figured this would be easiest as all software is already installed.
:jbraddock- Go for it. I'd be amazed if it had anything to do with the problem, but we might as well rule it out. When you say you replaced a "Crestron Sound Card", I'm not sure what that means. Which component was replaced?
I'll answer this one. We replaced the DVI (with audio) input card in the Crestron Digital Media chassis that was passing the audio for the Black Magic. It alleviated the problem for a short time put the problem came back. I will look at the new card but it is unlikely that the new card is the issue.
Jared - I have yet to test out swapping the Mac Mini, but I know that you came into check out a couple items in SFO Commons. Did you find anything that may be related to the audio issues?
Hey Joel, This issue is mysteriously fixed again, which is why we need to continue to keep an eye on it. I may need you to check it each morning for a while just to monitor the stability. I changed input cards again, which did not help. I rebooted the Crestron switcher, which didn't help. I routed a different source to that output and then switched back and that seemed to fix it. I was able to hear the noise trough the headphones on the live feed so I did not have to make a recording first. Once I fixed the issue live, I made a recording and I left it save on the desktop. If the problem resurfaces we should then switch out the Mac Mini but until then let's do routine check ups. Thanks! Jared
Jared - Thank you for the update here. Emajee and I just tested the audio and it is working just fine as of today at about 11:40AM. We have an Air Mozilla event tomorrow, which will used the SFO Encoder and I will test again before the event. Will update when I know more.
FYI: We tested the audio with AirMozilla after the SFO Commons rework was completed and the audio issue is no longer apparent. There is an AirMozilla event on the beginning of March and if all is good after that point, I will close out this bug. Thanks for all of the help.
No problem. We did some re-routing with the upgrade and John found something buried in the Clearone that may have been causing an issue but we're not positive that was the case. Either way, we noticed it was nice and clear so definitely keep us posted! Good news!
Hi Mozilla Folk! I'm run ~25 UX Research labs at Google and I've experience the same problem with Wirecast using many different hardware configurations (DeckLink Quad cards, line-in audio, audio-to-usb) (but all using one revision or the other of MacPro desktops). I've failed at multiple attempts to reproduce this issue constantly and find it typically occurs when I least want it to (when a researcher is doing a study). Everything I've seen and read so far seems to point me to a bug within OS X. Here's a few threads I've dug up with some Google-fu while researching a solution: Examples: http://forum.teamspeak.com/showthread.php/60215-Mac-OS-X-Robotic-voice http://forum.ventrilo.com/showthread.php?t=47741 http://forum.ventrilo.com/showthread.php?t=45715 https://discussions.apple.com/thread/2166616?start=75&tstart=0 https://discussions.apple.com/thread/2166616?start=105&tstart=0 (same thread as above, different starting post) https://code.google.com/p/chromium/issues/detail?id=158974 https://jira.skype.com/browse/SCM-747 http://community.skype.com/t5/Mac/Robotic-voices-when-using-Lion-Plantronics-headset-and-hosting/td-p/68702 http://www.macosxaudio.com/forums/viewtopic.php?f=49&t=50788 http://forums.counterpath.com/viewtopic.php?f=1&t=708&start=15 http://duc.avid.com/showthread.php?t=228224 http://forum.audacityteam.org/viewtopic.php?f=47&t=68847 http://h30434.www3.hp.com/t5/webOS-Hardware-and-Software/Phone-Skype-Quality-is-really-bad-Sounds-like-a-robot-on-the/td-p/2111484 https://code.google.com/p/chromium/issues/detail?id=157613 http://forums.logitech.com/t5/Video-Chat-Applications-Non/Robotic-audio-for-recipient-MacOS/td-p/844812 https://code.google.com/p/bigbluebutton/issues/detail?id=1357 http://forums.macrumors.com/showthread.php?t=213745 Example Audio (sounds a little bit better than the robot voice we have experienced): https://www.youtube.com/watch?v=3ugdk89ojxU
This issue has actually been resolved with the rework of the ClearOne processor. AVDG noted that there were some invalid audio routes (or something similar). Closing out bug.