Solved 3cx Presence Issue (No contacts shown)

[Yellow_Flash]

Hello,

3cx Details :

• Professional Perpetual 16.0.5.619
• Server OS, windows 10
• On premise Server
• Ports open : YES
• Has the Firewall Checker passed: YES

The issue we are facing is that the presence information keeps dropping every once in a while.
The users are left with an error message "3cx phone for windows could not establish a connection to the 3cx phone system web api.... etc"
I know that the issue happens when the http/https ports aren't open.
But the issue we are facing is that this happens only once in a while, and the rest of the time it does show the presence information.
We are facing issue with 3cx windows client versions(16.3.0.144 and 16.3.0.179) installed in VDI. One iOS Mobile client also reported the issue, no issues for Android users.
I'm going to update the client versions to 16.3.0.198, but would like to know whether there is anything else that has to be checked.


Thank you.

 

[ChrisC_3CX]

Hey @TechieGuy,

In addition to upgrading the clients, I would also recommend upgrading the 3CX PBX to the latest stable version, which currently is 16.0.7.1078, before proceeding to investigate on the network level.

 

[Yellow_Flash]

Hey @TechieGuy,

In addition to upgrading the clients, I would also recommend upgrading the 3CX PBX to the latest stable version, which currently is 16.0.7.1078, before proceeding to investigate on the network level.

Thank you for reply.
We will have a check on the server update, but other than that is there anything else that can be done?

 

[ChrisC_3CX]

Well, as you correctly said, presence information uses the https traffic when remote (default 3CX PBX port:5001 or 443). That said, if you get the same issue across multiple remote sites where the 3CX Clients reside, then this would suggest that the issue may be on the 3CX PBX side, may that be on the network level or the 3CX PBX itself. If this is the case, you may first want to make sure that the firewall on the 3CX PBX side is not affecting this traffic in any way by utilizing filtering features or security services such as dpi, etc.

 

[Yellow_Flash]

Thank you.

We identified the problem to be a network issue because of a loose cable.
Even though it started as a one off issue reported by a couple of users, almost everyone had the issue after sometime and it happened at the same time for everyone. This was helpful in confirming that it was related to network.

 

[ChrisC_3CX]

Glad to hear you identified what the issue was and took care of it!