3CX-Windows-App sometimes in semi-live state

[PBX128]

Hello,

for a few days now, we have been having problems with the 3CX Windows app (version 20.0.664.0) apparently no longer reliably loading the data correctly and then remaining in a semi-live state:
1) The user account is logged in (initials are displayed at the top left)
2) However, the user account is grayed out/logged out in the app
3) The BLF are not displayed (neither the entries nor their status)
4) The “Chat” button is missing
5) The menu item “Conference” is missing
6) Outgoing calls are possible, but are not displayed graphically in the app (call goes out, but you can't see anything in the app)
7) The “Q” button is missing
8) No contacts under Team and Phonebook


Looks like that:


Should be like that:




No team contacs:




What was changed before the problem occurred?
1) New 3CX Windows app installed (20.0.664.0)
2) New 3CX version v20 Update 4 was installed via the automatic update
3) Approx. 250 additional users and approx. 10 additional phones created and active on the 3CX

With 250 users less, the old 3CX-WIndows-App and 3CX v20 Update 3 there was no problem.

How can the problem be solved by users?
- Partly by simply closing the 3CX Windows app
- Partly by restarting the PC

Notes:
- The two solutions above did not work on one PC
- The problem has already occurred both when a PC accesses our 3CX from LAN (inside) and from the Internet (outside).
- On-premise operation (VMware)
- Sufficient resources (8 vCPU, 16 GB RAM, 1 GBit/s)

The problem is annoying. We hope that this bug will be fixed as soon as possible.

Thank you!

 

[sanch6]

Hello @Alexandre ITELIA
13 days ago we send you a procedure on the ticket to send us log's about this, we are waiting for you.
Thank's.

I can send you logs if you are interested

 

[Ecki]

Hi,

we have just noticed this (maybe the same) issue with a few of our clients.

Version of the app: 20.0.664.0
Server version: 20.0 Update 3 (Build 806 Release) On-Premise

The last change to the system before the issue started to appear was the renewal of the secure sip certificate/private key.

After a restart of the 3cx app the issue seems to be resolved.
The issue does not seem to appear on the legacy electron app.

I have activated and collected the verbose log on a 3cx app in this semi-live state and during the restart of the app.

 

[ThomB_3CX]

@PBX128
@AnneD
@eig-support
@lief
@Keit
@ArneDery
@sanch6
@Voiceking.be
@Ecki

I have sent you a private message with a custom build. This has some improvements. Please check and if you can still reproduce the issue, send us verbose logs. Instructions stated in the PM

 

[lief]

We have downloaded and tested V 20.0.738.0 successfully. I started the client, then removed network connectivity. The client showed it was in a disconnected state. After fifteen minutes I reconnected the network. The client reconnected on its own as was fully functional (tested with several calls). Please let us know if you wish for further testing. Thank you

 

[ArneDery]

Hi @ThomB_3CX i've tested with switching back and forth between WIFI and docking. Then no connection, back to LAN. Then no connection and back to Wifi, and could no longer reproduce. Looking forward to see this build go live for all customers

 

[Voiceking.be]

We confirm aswell, no issues using this new version.

 

[morefon]

hi, we are currently in a 100+ migration from v18 to v20, and face the same issue, how to download the 20.0.738.0 ?

thanks

 

[ThomB_3CX]

@observer_at2 Please use the Beta app: https://apps.microsoft.com/detail/9NL6L9SQ8XBB?hl=en&gl=CY&ocid=pdpshare

Until we shoot it out to production

 

[eig-support]

Hi, we are testing V20.0.743.0 and have noticed the following:

• If the app is connected and loses network connectivity, it will then reconnect automatically which is good.
• However when the app starts the first time and does not have network connection, it seems that it will not attempt the reconnection.

Anyone else noticed this behaviour?

 

[ThomB_3CX]

@eig-support There was a silent release to 3CX Beta yesterday evening. Build now is V20.0.746.0
Please retry on that build and if issue still persists, please send me privately the verbose logs whilst reproducing the issue

 

[eig-support]

Thanks @ThomB_3CX .. We have retested using V20.0.746.0 and the matter persists.

Will be sending verbose logs privately soon. Thanks