Solved 3cx Client- Extension does not register

[maker]

The extension registers in different computer , but does not work one of our windows 10 ZDell Pc . I have Ryzen5 no Virus program , disabled windows firewall not working.

I uninstalled the latest updates but can not uninstall some of the windows updates. I dont know what the problem is .

C ould someone help me to trouble shoot this issue ? Log files , wireshark etc. what should i look for ? Any specific updates might be blocking ?

I have windows client v 16 on premise , 3cx client is remote and the extension has been anabled for remote calls.

Thanks

 

[NickD_3CX]

Hi!

I didn't quite understand your setup. What version is your 3CX Server? You can see this in the Management Console --> Dashboard.

Then you also say that some clients work, but 1 specific one does not.
The ones that do work, are they on the same LAN as the 3CX Server (Local) or are they remote?
Same questions for the client that doesn't work, is it Local or Remote?

Which 3CX Client are you using, the 'legacy' Windows Client or the new Desktop App?

If you open a WebClient from the PC where the client that doesn't work is installed on, does the WebClient work?

 

[maker]

Hello
Thanks for the reply. Sever version 18.0 (Build 314), 3cx windows app version 16 . All clients are remote . I believe it is a device ( Laptop ) issue. Something is blocking eventhough no virus program no firewall ( windows ).
how could I find out like wireshark , or local log files etc to see the problem for troubleshooting.
Same extension works on different devices.
"Which 3CX Client are you using, the 'legacy' Windows Client or the new Desktop App?" . I use this 3CXPhoneforWindows16.msi. I never used webclient and dont know anything about it

 

[NickD_3CX]

Hi!

This clears things up, so the user that is having the problem is using the 'legacy' Windows Client and is not on the same LAN as the 3CX Server.

If this is the only user that is having this problem, I would first check in the 3CX Management Console --> Security --> IP Blacklist, and check if the Public IP of this user has for some reason been automatically blocked for some reason.

If their Public IP is OK, then I would suggest re-sending this user a Welcome Email and in it, there are instructions on how to access the WebClient:


Once you manage to log in, you can try making a call from there:

 

[maker]

Thank you Nick for the reply

All of the clients in the company resides in same location and access remotely to the 3cx server.
The Public IP is not blocked and everyone is registering fine but one user. Deep inside something is going on on the client device . My question is , how could I find what is blocking the extension for registering if there is any application in the computer like firewall or antivirus.

What should I check ? Like pinging the 3cx server Ip or DNS name etc?

 

[Vali_3CX]

From your Dell computer, can you open in a browser the PBX page (https:....:5001/webclient)? If not, then from the same browser check its public IP - https://whatismyipaddress.com/ - (since you said you access the PBX remotely) then look in the PBX if the public IP is not blacklisted.

 

[NickD_3CX]

Thank you Nick for the reply

All of the clients in the company resides in same location and access remotely to the 3cx server.
The Public IP is not blocked and everyone is registering fine but one user. Deep inside something is going on on the client device . My question is , how could I find what is blocking the extension for registering if there is any application in the computer like firewall or antivirus.

What should I check ? Like pinging the 3cx server Ip or DNS name etc?

Hi!

What I would like you to check is exactly what I suggest: if the Webclient works or not
This will give us clues as to what could be causing it for this specific user.

I agree with you on your assessment though, if this is the only user having a problem, it's 99% a problem of the endpoint or the internet connection they are using. If you want a more "default IT" answer, tell them to bring you their computer and you try it as I have a feeling you have not seen it yourself, and when in doubt with Windows, format first, ask questions later.

 

[maker]

Thanks Nick . I found the problem. It was the host file was pointing to different location.

Thank you again

 

[NickD_3CX]

Excellent!
Glad you managed to figure it out, although I am curious how the FQDN of the PBX ended up in the hosts file of this PC (I'm sure there's an interesting story there...).

I'll go ahead and mark this as 'Solved'.