3CX Windows App 5.6 (Build 1162) Stops Starting - Reinstallation Only Fixes It Temporarily (V20 Update 9 Build 995)

[Philiqqz]

Hello everyone,

We are currently experiencing an issue with the 3CX Windows App (MSIX/AppX version from the Microsoft Store) and have not yet found a permanent solution.

Environment​

• 3CX Version: V20 Update 9 Build 995
• 3CX Windows App: Version 5.6 (Build 1162)
• Deployment method: Microsoft Store
• Operating System: Windows 11 25H2 (Build 26200.8655)
• We operate two separate 3CX systems:
  • One Cloud-hosted instance
  • One On-Premises instance

Problem Description​

For some users, the 3CX Windows App suddenly stops launching.

The behavior is always the same:

1. The user clicks the 3CX application.
2. The Windows cursor briefly shows the loading spinner.
3. After a few seconds, the spinner disappears.
4. The application never opens and no error message is displayed.

Observations​

• The issue appears to occur randomly for certain users.
• Other users with the same app version are not affected.
• Uninstalling and reinstalling the 3CX app resolves the issue temporarily.
• However, the problem reappears a few days later.
• We have observed the issue on users connected to both our Cloud and On-Premises 3CX systems.
• So far, we have not identified any common pattern among the affected users.

Troubleshooting Performed​

• Uninstalled the 3CX app
• Reinstalled the app from the Microsoft Store
• Re-provisioned the affected users/extensions

These actions restore functionality only temporarily.

Questions​

• Has anyone else experienced this behavior?
• Are there any known issues with 3CX Windows App 5.6 (Build 1162) and 3CX V20 Update 9 Build 995?
• Are there any specific logs we should review to identify the root cause?
• Has anyone seen similar problems with the Microsoft Store version of the 3CX app?
• Is there possibly a known compatibility issue with Windows 11 25H2?

Any suggestions, recommendations, or troubleshooting steps would be greatly appreciated.

Thank you in advance for your help.

 

[Pierre_3CX]

Hello @Philiqqz,
Will send you a DM so we can take a closer look.

 

[krieg-it]

Same issue here, will submit a ticket

 

[longtimefirsttime]

Same issue here. Last working app version 5.5

 

[Charles_3CX]

Please check this guide: https://www.3cx.com/docs/troubleshoot-softphone/

 

[longtimefirsttime]

this resolved.

$path = "$env:USERPROFILE\Downloads\Microsoft.WindowsAppRuntime.Singleton.1.8.msix"

Add-AppxProvisionedPackage -Online -PackagePath $path -SkipLicense -LogPath "C:\Temp\Singleton_Provision.log"

thanks!