3cx client breaks (No BLF/Chat/Contacts)

[ElementalWindX]

Ok I have a situation where my 3cx softphone app breaks. It can still make and receive calls perfectly fine but BLF panel/Chat/Contacts does not work.

I've proven it works outside our main network just fine. I even took a laptop and plugged it directly into our internet using a spare static ip and it works fine. However once I take that laptop and plug it in behind our firewall, it breaks the app. After the app is broken, it doesn't seem to fix itself, no matter if I reprovision, reregister, delete and readd the account, or even if I delete the extension entirely and import a completely different new extension.

Any ideas what could be going on or how to fix this?

 

[YiannisH_3CX]

Hello @ElementalWindX

From your description it looks like the client cannot receive presence information from the 3CX phone system. Presence is communicated through the https port of the PBX so make sure that is allowed in your network. You can also try deleting any A/V software or disabling the windows firewall and see if that works.

 

[ElementalWindX]

Hello @ElementalWindX

From your description it looks like the client cannot receive presence information from the 3CX phone system. Presence is communicated through the https port of the PBX so make sure that is allowed in your network. You can also try deleting any A/V software or disabling the windows firewall and see if that works.

One PC has bit defender, another has sophos. I've removed bit defender on that pc and disabled the windows firewall and it's still doing the same thing.

Firewall is setup to allow all outgoing and incoming communication on any port to the 3cx server we have in the cloud. The firewall on the cloud server tests all good and is setup by a known vendor with you guys.

Do you guys happen to have any example firewall configs for a Sophos XG? Maybe I'm missing something somehow there?

 

[YiannisH_3CX]

Presence goes through the https port. Depending on your installation this could be either 443 or 5001. Make sure that the port is open as it is not checked by the firewall checker. For all other ports just run the firewall checker and see if all tests succeed.

 

[ElementalWindX]

As said before, the firewall is open.

It appears to be an issue with the app itself. I can put the laptop directly on the cable modem with no firewall involved at all and it stays broken.

 

[YiannisH_3CX]

It appears to be an issue with the app itself. I can put the laptop directly on the cable modem with no firewall involved at all and it stays broken.

So the issue you are facing is not that presence does not work inside your network as you mentioned, but it does not fix it self after it breaks. In that case what is the version of the client you are running and what is the version of the PBX?

 

[ElementalWindX]

Client: 15.5.12227.5
Server: 15.5.0

 

[YiannisH_3CX]

Just tested if the client can recover from losing the presence and once connectivity is restored the client reconnects and displays the information without further actions from me. With that in mind i would suspect the issue is something local to the machine or the network environment like DNS not resolving normally or a VPN connection not setup properly.

 

[ElementalWindX]

Just tested if the client can recover from losing the presence and once connectivity is restored the client reconnects and displays the information without further actions from me. With that in mind i would suspect the issue is something local to the machine or the network environment like DNS not resolving normally or a VPN connection not setup properly.

I'll play with DNS settings when I get in my office in the next hour. I've tried this on a laptop and a desktop. There are no VPNs involved.