Also Ring my Mobile - gets reset

[Allen_Miller]

One extension on this system "also ring my mobile", when disabled by unchecking the box, becomes enabled automatically after saving the disabled state. In other words, I cannot disable the setting for this one extension.
Is there some related setting that is causing this?
Thanks.

 

[K_SAK]

Hi,

What version are you using? What browser? Have you tried incognito mode or clearing the browser cache?

 

[paulodagraca]

Hi Allen_Miller

Try to 'forced' refresh your browser with 'CTRL'+ 'F5'
or try to clear you cache from the used browser.
Try another browser (Chrome <-> Edge)

Paulo

 

[Allen_Miller]

Thanks for the replies.
THis was tried using Version 20.0 Update 6 (Build 700 Beta), plus the 3 prior updates
I cleared the cache.
I used Brave, Chrome and Edge.
I used 2 different computers.

 

[paulodagraca]

Hello Allen_Miller,

So if we can rule out the browser, it can only be some corruption in the user configuration.
This is not normal behaviour.

You could try to reboot the 3CX server
Clean up database
Delete user, and create again (export/import) may help with some details, but you will need to add to ringgroups, DDI, etc.

Paulo.

 

[Allen_Miller]

I figured next to delete user and recreate. Just checking to see if there was something short of that.
Thanks.

 

[Allen_Miller]

UPDATE -
I was making screenshots of the user's configuration to facilitate recreating the user extension after deleting it.
Along the way I 1) deleted some old IP phones from the extension that were no longer used and 2) added the Department - Default - to the ring groups and DRs that this extension belonged to. (since this field had been blank).
Before deleting the extension I tried the disable 'also ring my mobile' and the problem is now GONE.
Allen

 

[K_SAK]

Would be difficult to recreate and see exactly what was the blocking factor, but good to see it was resolved without too harsh of an intervention.

 

[paulodagraca]

Hi Allen_Miller,

ahh, that makes perfect sense to me (not)

Lets just say there was some internal refference error in the Database (corruption in some way).
Glad to hear it has gone away !

Paulo

 

[JohnS_3CX]

UPDATE -
I was making screenshots of the user's configuration to facilitate recreating the user extension after deleting it.
Along the way I 1) deleted some old IP phones from the extension that were no longer used and 2) added the Department - Default - to the ring groups and DRs that this extension belonged to. (since this field had been blank).
Before deleting the extension I tried the disable 'also ring my mobile' and the problem is now GONE.
Allen

Hi Allen.

What phones, default or custom template, and was there a missing SBC perhaps that was once assigned to the phone and now no longer existed?

 

[Allen_Miller]

Hi John,
There was only ever 1 SBC at this site, as I recall. We do not use custom templates. I didn't make a record of the phones deleted. They were some Yealink and Fanvil models. If it's worth the effort, I do have a backup of the system before I deleted the phones and could load it and discover.
Allen

 

[JohnS_3CX]

I think it's worth the effort, and if you run a new backup before restoring the older one that should be alright and you won't lose any call logs etc.

So if you do choose to restore the old one, see what models the phones were, if the SBC was blank, if the codecs were blank, that sort of thing. Usually if there is a problem a red dot should appear and it should take you to the correct tab, but I would be curious to know if anything is missing that the system didn't report with a red dot or clear message.

 

[Allen_Miller]

I made a good backup and then restored my system to its state this morning.

First of all – here is a video illustrating the issue – “also ring my mobile” will not stay unchecked.
https://drive.google.com/file/d/1B_CS9hEXYVFfNrc4GFMhJvi0o2NIG0mk/view?usp=sharing

Only the current IP phone for this extension was a remote phone – with SBC. The other phones (Yealinks and Fanvils) were Local Phones from when the server was on-premises. There were no missing SBCs. There were no blank Codecs. There were no red dots noticed but there were some red boxes in Ring Groups and Digital Receptionists for Department that were blank.

Allen

 

[TheodorosG_3CX]

Your video capture shows that there is something misconfigured in the ip phone section therefore changes are not saved.
In which field you have the notification of the ip phone misconfiguration?
Is it in the AuthID?

 

[JohnS_3CX]

Yup, its clear something was missing and that the save is not completing (it would return you back to the users page if it saved).

You are getting a red dot in the IP phone page, so you need to check all the IP phones one by one under this extension to see which one has a red field or warning. You won't see it immediately if you have more than one phone but the red dot and refusal to save makes it clear that something there needs attention, probably not on the X3U seen on the video.

 

[paulodagraca]

Hi Allen_Miller,

I think it would be best to remove the video, for security reasons.
3CX staff has seen and pointed out the problem, best to get it gone

Paulo