3CX Phone Client crashed when making a call

[Product Tester]

Hi there,

I have a Dell T3500 with Win10 20H2 freshly installed with all Updates.
My 3CX Phone Client for Windows is crashing when I call somebody.
The Eventlog gives this Failure:

Faulting application name: 3CXWin8Phone.exe, version: 16.3.0.220, time stamp: 0x6001bcb2
Faulting module name: VCEWindows8Agent.dll, version: 0.0.0.0, time stamp: 0x6001bca3
Exception code: 0xc000001d
Fault offset: 0x0017bccd
Faulting process id: 0x2d1c
Faulting application start time: 0x01d738366fad3a00
Faulting application path: C:\ProgramData\3CXPhone for Windows\PhoneApp\3CXWin8Phone.exe
Faulting module path: C:\ProgramData\3CXPhone for Windows\PhoneApp\VCEWindows8Agent.dll
Report Id: cfb818a8-fe20-460f-977a-392fc542a128
Faulting package full name:
Faulting package-relative application ID:

 

[ChrisC_3CX]

Is there any chance you are running any other software that may be contributing to this issue? Such as, headset integration software (Sennheiser, Jabra, Plantronics, etc), or any Antivirus/Antimalware software?

If you are, please uninstall them completely, at least temporarily. Also, remove any Integrations under 3CX Windows App >> Settings () >> Advanced Settings >> Integration.

Check if the issue persists.

 

[Product Tester]

I had have uninstalled the Plantronics Hub an reinstalled the 3CX Phone for Windows App with deleting all Paths (User\Appdata\Roaming and ProgrammData)
I had closed all appliactions also antivirus.
I had disconnect all Extra USB-Devices (Headset, Camera etc)

In the Eventlog there is a 2nd failure entry by .Net v.4.0.30319, I had reinstalled .Net in Software Settings

In November 2020 everything had worked fine, I did not understand were the failure is comming from.

 

[ChrisC_3CX]

I'll PM you regarding this issue shortly.

 

[gwnet-working.com]

Was this resolved ?
I have exactly the same problem.

 

[NickD_3CX]

Was this resolved ?
I have exactly the same problem.

Could you please give us a bit more information about your setup?

• What version of the Windows App are you using?
• What version of 3CX PBX are you using?
• Are you using any headset integration?
• Is there any other custom software/plugin that may be interacting with 3CX?

Also, you say exactly the same problem. So that means, regardless if the call is outgoing from the 3CX Client, or incoming calls from another number, the client crashes? Or maybe you just don't have audio?

 

[gwnet-working.com]

Thanks Nick.
3CX client ver. 16.3.0.220;
PBX version 16.0.8.9;
I'm using a Jabra 930Pro headset;
No custom software / plugins.

All was working fine until a few days ago, now the 3cx App crashes everytime I make or receive a call.
The event log shows the same errors as above, starting with .Net Runtime error:
"Application: 3CXWin8Phone.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c000001d, exception address 67FABCCD"

then the 2nd error:
"Application: 3CXWin8Phone.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: exception code c000001d, exception address 67FABCCD"

Hope that helps ?!

 

[ChrisC_3CX]

Is this a fully updated Windows 10 machine? If this is a laptop, maybe try removing the headset completely and use the Laptop's built in speakers and microphone so that we can exclude the issue being related to the headset. Do you still get the same issue? If not, make sure any headset drivers/software are up to date and that the device is properly detected and selected in the 3CX Windows App.

If the issue does persist, try completely removing any antivirus/anti-malware software(do not just disable it) and any headset related software from an affected PC and try again. Do you still get the same thing?

 

[gwnet-working.com]

I found the problem - I disabled the Codec "Opus" and now it works;
(Uninstalling anti-virus software and all the Jabra software made no difference - but when I tried with a different 3CX user it worked. I then noticed the different Codecs so disabled the Opus codec and now it works).

 

[ChrisC_3CX]

@gwnet-working.com
Glad to hear you identified what was causing the issue, though this should not happen regardless of what codecs are configured. I'll PM you shortly about this.