3CXPhone for Windows 15.5 - Not displaying address book or call history

[GEadon]

Hi All,

I am really struggling with an issue with the 3CXPhone for Windows (v15.5.10795.4). We use 3CX for our company internally and provide the service to our clients. The issue I am having is with my own installation on my laptop (had to be!).

My Windows client does log into the phone system fine and I can make and receive calls but thats all the functionality I get. The address book, call history etc. are completely blank. I cannot add any contacts nor pick them up from the global address list.

I see the following in the log file for the Windows client;

[21.05.2018 14:13:14.855][1] LoginCallback() starts
[21.05.2018 14:13:14.855][1] Myphone server null got disconnected, IsExplicitLogoutRequest False
[21.05.2018 14:13:14.855][1] channel_Disconnected 2
[21.05.2018 14:13:14.855][1] Setting app channel to null, was null
[21.05.2018 14:13:14.855][1] UnsubscribeEventsFromMyPhoneAndCTI()
[21.05.2018 14:13:14.855][1] Setting tmp channel to null, was [ 6073723 with endpoint not selected yet from='https://***externaldomaindeleted***.3cx.co.uk/myphone/MPWebService.asmx' ]
[21.05.2018 14:13:14.855][1] UnsubscribeEventsFromMyPhoneAndCTI() finished
[21.05.2018 14:13:14.855][1] channel_Disconnected 3
[21.05.2018 14:13:14.855][1] IsExplicitLogoutRequest = False
[21.05.2018 14:13:14.856][1] LoginCallback() ended
[21.05.2018 14:13:16.863][1] Connection failed.
[21.05.2018 14:13:16.863][1] LoginToMyPhone() started
[21.05.2018 14:13:16.863][1] Created tmp channel = [ 54422671 with endpoint not selected yet from='https://***externaldomaindeleted***.3cx.co.uk/myphone/MPWebService.asmx' ]
[21.05.2018 14:13:16.863][1] LoginToMyPhone() ended
[21.05.2018 14:13:16.863][27] Read numbers from guid 'f6b9e8b9-70b2-4963-b88f-3e966c95a78a': 4139378873 28850 18787 47247 68815787763594
[21.05.2018 14:13:16.920][1] LoginCallback() starts
[21.05.2018 14:13:16.920][1] Myphone server null got disconnected, IsExplicitLogoutRequest False
[21.05.2018 14:13:16.920][1] channel_Disconnected 2
[21.05.2018 14:13:16.920][1] Setting app channel to null, was null
[21.05.2018 14:13:16.920][1] UnsubscribeEventsFromMyPhoneAndCTI()
[21.05.2018 14:13:16.920][1] Setting tmp channel to null, was [ 54422671 with endpoint not selected yet from='https://***externaldomaindeleted***.3cx.co.uk/myphone/MPWebService.asmx' ]
[21.05.2018 14:13:16.920][1] UnsubscribeEventsFromMyPhoneAndCTI() finished
[21.05.2018 14:13:16.920][1] channel_Disconnected 3
[21.05.2018 14:13:16.920][1] IsExplicitLogoutRequest = False
[21.05.2018 14:13:16.922][1] LoginCallback() ended

I have tried the following;

* Uninstalled Client software (ensuring all data from %APPDATA% and %PROGRAMDATA% are also deleted) Same Issue
* Re-Installed Client software numerous times. Same Issue
* Setup new user on phone system and new config file used. Same Issue
* Used another member of staffs config file. Same Issue
* I only use Windows Defender AV and Firewall (both are already disabled). Same Issue

I did recently download the Windows 10 1803 update, to be honest I am unsure whether this was the culprit as I was onsite and wasn't using 3CX in that time.

Can anyone shed any light on this issue? We have 18 employees and I am the only one with this issue, so to be this point to my device. Does 3CX save data anywhere else that I can cleanup?

Any help is much appreciated.

Giles.

 

[YiannisH_3CX]

Hello @GEadon

So the clients registers but you do not have presence, correct?
If so then disable any antivirus installed on the system in case something is blocking you. Also make sure the port 5001 is open and able to communicate with the PBX.

 

[GEadon]

Thanks for the very prompt response!

Yes the client does indeed register and shows "On Hook".
I am unable to change my status, view the address book, contacts, history etc.
Port 5001 is open to the PBX as we have 18 other users in the office without any issues.
I have indeed disabled Windows Defender AV and Firewall, I will check my system thoroughly to ensure nothing else is blocking port 5001, however I am confident there isn't.

Not sure if anyone else is having issues with Windows 10 1803 and 3CX?

 

[YiannisH_3CX]

The port should also be open on your machine to allow the client to communicate with the PBX.
There have been a few reports of issues with the latest windows update but these were related to audio devices. So far nothing with presence.
Have the other users in the office updated to the latest windows update?

Please note that if the PBX is using 443 as its https port then that is the port presence will use as well.

 

[GEadon]

No-one else has upgraded to this version of Windows 10, all other users are on 1709 whereas I am on 1803. I am starting to suspect the Windows Update to be the culprit.

I have checked and no ports are being blocked at my end, 5001 and 443 seem to be open to the phone system.

Could this be an interface issue? Does it use C++? Although I am not getting any errors from an installation or from the client itself, I am wondering if its missing something, therefor not communicating with the PBX correctly.

I am at a loss, are there any older versions I can download so I can test the auto upgrade feature?

 

[Vali_3CX]

@GEadon
My personal notebook has exactly the same configuration (64-bit / Windows 10 / 1803), running exactly 3CXPhone v15.5.10795.4, without any problem.

The behavior does not indicate any 3CX client issue or missing libraries, just a network configuration problem. So from the original log please try to open in Chrome/Firefox/Edge/IE the (edited here)
https://***externaldomaindeleted***.3cx.co.uk/myphone/MPWebService.asmx

Later edit:
P.S please also check if you're blacklisted AND using the tunnel.

 

[GEadon]

Hi Vali,

Thanks for getting back to me.
I get a HTTP 404 error (cannot be found).
I asked a colleague to try the same and he gets a 404 also. He is on Windows 10 1709 and doesn't have any issues.

Thanks.

 

[Vali_3CX]

From the Management Console, try to resend the welcome eMail, see if is any improvement.

 

[GEadon]

I have requested a new welcome email, but the issue still persists.
Just to make sure it wasn't my user I have installed the client on a RDS 2016 server we have and that worked first time. So there must be something on my device conflicting with the phone for Windows.

Just wish I knew what it was! No new software has been installed (apart from upgrading to Windows 10 1803).

 

[Vali_3CX]

Did you check on the PBX to see if your computer's IP is blacklisted?
Also, you can open the webclient using the link from Welcome eMail?

 

[GEadon]

We did have 3 addresses in the PBX blacklist, not relating to my device, but we have cleared them anyway just to make sure. Issue still persists and I can indeed login and use the WebClient. That's what I am using now instead of the desktop client.

Thanks for all of your suggestions so far!

 

[YiannisH_3CX]

If you have a restore point before the windows updated it will be helpful to know if the issue is actually with the windows update.
Having said that i have checked PC's running windows 10 1803 and i saw no issues.

 

[Jeff Ballard]

I don't see a resolution to this issue besides using the web client. I am experiencing the exact same problems. I have two machines (one not really used anymore), both on 1803, and only one is experiencing the issue. One is connected to our network directly, the other via VPN, and it's the VPN connected machine that is having the problem.

Any other suggestions for troubleshooting? I too have tried disabling the firewall with no luck.

 

[YiannisH_3CX]

I don't see a resolution to this issue besides using the web client. I am experiencing the exact same problems. I have two machines (one not really used anymore), both on 1803, and only one is experiencing the issue. One is connected to our network directly, the other via VPN, and it's the VPN connected machine that is having the problem.

Any other suggestions for troubleshooting? I too have tried disabling the firewall with no luck.

On the machine that is facing the issue through the VPN, can you connect a client to the PBX side of the VPN and see if you can replicate the issue?
Also if you connect to the PBX using a mobile client on 3g/4g do you experience the same issue?

 

[nielskool]

I had the same issue on windows.
I was able to call and get called but I didn't see the phonebook and history.
I noticed in some packet logs it was using some old local server ip, so it was not using the local ip as in the account setting in the client. I tried changing it in XML files in "C:\Users\*username*\AppData\Roaming\3CXPhone for Windows" some of these local ips were right some were not. After changing them it still didnt work so then I decided to removed all 3 files in that folder. Now it works again.

Hope this can help some people.

//extra info for the developers
in the3cxphone.xml:
ProvisioningUrl and MyPhoneLocalSSLAddr had the wrong ip.(from a previous configuration)
PBXAddr was the correct local ip, they should have been all the same.

before doing this I had already removed all accounts in de client, and used a new welcome mail config. I also reinstalled the client.

 

[YiannisH_3CX]

//extra info for the developers
in the3cxphone.xml:
ProvisioningUrl and MyPhoneLocalSSLAddr had the wrong ip.(from a previous configuration)
PBXAddr was the correct local ip, they should have been all the same.

before doing this I had already removed all accounts in de client, and used a new welcome mail config. I also reinstalled the client.

The only case we have seen this happening is when the local IP of the system had changed in earlier builds of the PBX where it was mandatory to re-install but IP was manually changed.
But without re-installing the system there was no way to clear all the old IP configuration. So when a welcome email was sent it contained both IP's.
In the current version of the PBX a re-install is no longer mandatory so this should not happen.

 

[Jeff Ballard]

So I figured this out, and I'm guessing it's configuration on our end that is wrong. I noticed in the configuration that my in office and out of office location have different addresses (not unsurprising). I work remotely and so I always connect via VPN. I changed my out of office address to the IP address in my in-office location. And it started working. I changed it back to the original address and it stopped working.

I've asked our administrator what our out of office IP address should be. I suspect that will fix it.

 

[YiannisH_3CX]

So I figured this out, and I'm guessing it's configuration on our end that is wrong. I noticed in the configuration that my in office and out of office location have different addresses (not unsurprising). I work remotely and so I always connect via VPN. I changed my out of office address to the IP address in my in-office location. And it started working. I changed it back to the original address and it stopped working.

I've asked our administrator what our out of office IP address should be. I suspect that will fix it.

Glad to see the issue has been discovered. Keep us updated with any developments.

 

[nielskool]

The only case we have seen this happening is when the local IP of the system had changed in earlier builds of the PBX where it was mandatory to re-install but IP was manually changed.
But without re-installing the system there was no way to clear all the old IP configuration. So when a welcome email was sent it contained both IP's.
In the current version of the PBX a re-install is no longer mandatory so this should not happen.

Correct I did manually change the ips as my ip of my server was dynamic and i changed it to a static. Because the FQDN was not yet updated I did this manual on the client. But I find it strange that even after removing the account, on the client, it still keeps those "old" ips listed.