Solved 3CX Web App Outgoing Calls Failing

[D Garfield]

Hi,
We have a lot of staff working from home. Most of them are using the 3CX mobile apps, which work fine, but it appears we are having an issue with the Chrome Web App.
We have reports of outgoing calls not working. I have tested this and can confirm incoming calls work fine, but outgoing calls ring - once picked up, there is no sound for either party.

These show up in the logs each time an outgoing call is made:

01/13/2021 1:40:19 PM - [CM503003]: Call(C:3657): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 10.45.156.131:5060

01/13/2021 1:40:19 PM - [CM503003]: Call(C:3657): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 10.45.156.138:5060

01/13/2021 1:40:19 PM - [CM503003]: Call(C:3657): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 10.45.156.153:5060

01/13/2021 1:40:19 PM - [CM503003]: Call(C:3657): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 10.45.154.155:5062

The firewall checker is green, and all other systems appear to be working.
Any help would be greatly appreciated.

3CX version: 16.0.4.504.
Running on Windows Server 2019 v1607

Thanks,
D Garfield

 

[rgruber]

First, try a test machine on New Chrome Edge, if that doesn't work, update your 3CX to 16.0.7.1078. If that doesn't fix:
Do all the staff have the exact same hardware? If so, check BIOS, Chip, Bluetooth, Audio, Nic drivers and update in that order please. Also, is your server 2019 running virtual? If so, what is your platform and version? If you are running VMWare, make sure you do a staggered update if you are behind and updated your VMWare tools. If MS, process is a little different. Assume it has no windows firewall running? Once that is done, check your firewall checker again and make sure its still good and test clients again.

 

[rgruber]

What do you mean by web app; web client or browser extension?

 

[D Garfield]

What do you mean by web app; web client or browser extension?

Hi Rgruber, thanks for your replies.
I have just tried the new Edge Chromium and Chrome, also tried with and without the extension. I've tried on different hardware devices at home and on the same network.
Thanks,
D G

 

[Charles_3CX]

Please note that the version of the PBX will need to be upgraded as the sp4 version will not work for WebClient due to changes made by google chrome (which also affects MS Edge v85 and above). We Fixed compatibility issues caused by enhanced certificate checks, adopted by Chrome and Edge 85 or later browser releases in sp5 hotfix 2 but is best to upgrade the PBX to the latest version which is now sp7.

 

[D Garfield]

Hi Charles,
We upgraded to the latest version and now everything is working as expected.
Thanks all for your suggestions.
Thanks,
DG