3CX Desktop App - Contacts show and then disappear

[MicroTech Global LTD]

The user in question has advised the contacts in the App where there and then disappeared. 3CX uninstalled from machine and machine restarted, re-installed 3CX and still no contacts appear.

I have tried to setup the extension on another machine and same problem no contacts appear.

Extension in question removed from 3CX admin console and re-added and no luck, problem is still there.

I rebuilt another machine a few days before and added another users extension and that worked fine. So not sure what the problem is.

Desktop App Version - 3CXPhoneforWindows16

This is the only version we use as it seems to work on the machines we use.

Any help much apprenticed.

 

[JohnS_3CX]

Hi,

Which of the two icons are you referring to?

 

[MicroTech Global LTD]

Hi

When ever i click on any of the above icons within the 3CX desktop app, nothing appears they are blank.

Thanks

 

[JohnS_3CX]

edit the extension and under Provisioning select the 3CX app, then look below:


Are you blocking access for this extension perhaps?

 

[MicroTech Global LTD]

Hi



Nothing has been blocked.

Like i said it was working fine one moment and then the next it was not. The user in question can access 3CX on the mobile and all the contacts appear.

On Friday the extension was deleted and recreated and it worked for max 1 hour, showing all contacts etc and the above problem reappeared.

I have also tried to setup this extension on a different machine and no contacts appear.

Thanks

 

[JohnS_3CX]

On Friday the extension was deleted and recreated and it worked for max 1 hour, showing all contacts etc and the above problem reappeared.

In this case check the IP Blacklist on 3CX - your app will appear as described in case the IP it connects from has been blacklisted.

 

[MicroTech Global LTD]

Hi

I have checked the IP Blacklist and the IP in question is not showing so it is not blocked.

I also forgot to to mention i reconfigured a totally different extension on another machine which is on the same 3CX server and that works fine and all contacts are appearing.

I have disabled the AVG AntiVirus as well, but still no luck.

 

[JohnS_3CX]

I'm not aware of any other reasons that can cause this, unless something blocks the app from reaching the PBX HTTPS port.

This is the only version we use as it seems to work on the machines we use.

Have you tried using our new Desktop app? What was preventing you from using it?

 

[MicroTech Global LTD]

Hi

We the IT team are using the new Desktop App, but all users are using the older version as that seems to be running very well and we do not tend to have any problems.

Also rolling out the New Desktop app, will mean downtime for individual users which is not viable.

But i don't seems to understand why this is the only extension having an issue and not the other one which i re-added after doing a fresh rebuild of the machine.

I have installed this version X amount of time now and never experienced this issue and once removing the extension and re-adding it it has always worked but this time around it has not.

Also when adding the extension with the problem to another freshly built machine the problem is carried over.

So from that experience it looks like an issue with 3CX and configuration.

Thanks

 

[JohnS_3CX]

Sure, but for the sake of troubleshooting, could you install the new Desktop app on the freshly built machine and check?

 

[MicroTech Global LTD]

Hi

I have installed the new version of 3CX WebClient / Desktop App to the newly built machine and it seems to be working.

But the funny thing is the 3CX Desktop Client Version 16 has now all of a sudden started working on the end users machine.

So not sure what the problem was or is and how long the end users Desktop client will work. As stated before it worked on Friday 26th May 2023 for about 1 hour and then stopped.

I will check with the end user in a few hours to see how things are going and if it is still working. If they experience the same problem as before then i wil install the latest version of 3CX WebClient / Desktop App and see how that goes.

Thanks

 

[JohnS_3CX]

Thanks for the update, it seems like the reason is not yet clear then.

Given that we do not have any widespread reports of this specific issue and after we checked the basics together, I would suspect that your problem is very likely network related.

Let's see how it goes.

 

[MicroTech Global LTD]

Hi

Its been a few hours now and things look good so far with that one user who had the issue with the Desktop App.

On another point, my Manager has the same version of the Desktop App Version 16 and version 18 installed on the same machine.

The contacts never appeared on Version 16 until earlier today, but on Version 18 (Latest Version) the contacts have all disappeared and the keyboard / dialing pad is all blacked out

Nothing has been changed on our side.

I have Version 18 and that is working fine for me, but not my manager.

Thanks