3CX Web App randomly unable to click answer button until restarted

[greenfrog]

Have a system with 150 extensions all using web app. At seemingly random intervals some users (maybe 5) are unable to answer inbound calls - the call pops up on their machine OK but they cannot click the green button at all to answer it. The red decline button works fine. They are also unable to make any outbound calls through the app.

Workaround is to quit the web app and restart it and it then works again.

Even more odd is that this only happens when the users are at their home location - they use the same laptop at home and in the office and when they are in the office it works fine.

I've seen a couple of other threads on this but none seem to have found a resolution. Anybody got any thoughts? Thought this has to be internet related but have checked their home environment and the internet signal is more than adequate (teams video meetings also work fine for example). Have also tried using Chrome rather than Edge but get the same issue.

 

[SteveITS]

Sounds like https://www.3cx.com/community/threa...ay-on-both-desktop-app-and-web-client.118792/ ?

Is it when they start work or randomly throughout the day? Are they putting the laptop to sleep/closing the lid?

 

[greenfrog]

Yes that is the thread I was looking at, and which has no conclusion.

It starts at random but the users say once it starts they get the issue almost on the hour every hour. They are using the laptop all the time so sleepmode would seem to be not the cause. One thought which just jumped in is that in the office they are using a dock with a cabled ethernet whereas at home are on wifi so wonder if this could be related to wifi settings somehow.

 

[SteveITS]

using a dock

Now that you say that I do seem to recall posts about it happening when switching networks, dock to wireless, etc. Could they be disconnecting/reconnecting? Or moving APs within a mesh?

FWIW I use the Desktop App all day on a wireless PC. I've seen it happen every few months or so, not often but not zero.

 

[Sam_PiranTech]

Hi all,
We've had a customer report similar problems to this - They tried the power settings on the NIC etc which proved useless.
One thing they identified was the use of Teredo in the 3CX application logs.

They implemented the below link, and this made the problem go away. We're currently testing this with another customer reporting the same problem.

https://directaccess.richardhicks.c... Directory GPO,/IP Settings / IPv6 Transition.

Hopefully this proves useful!