Solved Android app stuck on connecting since Upgrade to latest version (16.0.5.611)

[ct8916]

Hi All

I updated to the latest update Wednesday Night, Still running Server 2012 R2 underneath it but everything is functional except the mobile app.

It loads, it Provisions, you get the phone book, extension status, and it shows in the 3CX admin phone list, however on the Dial Pad screen it is showing as "Connecting" and although you can see an inbound call, you cannot answer it.

Tried on multiple phones, multiple extensions and moving from the general release to the Beta (v16.3.0.77). Hopefully it's something simple but i've run out of ideas (log report from the app on one of the phones attached)

 

[bradly.sharpe-asv]

I'm having this exact issue, all IP Phones and iOS devices seem fine, only Android softphones that are stuck forever connecting.

We are also running on Windows Server 2019

 

[ct8916]

Fixed the issue so putting details here in case it helps anyone else.

The AV blocked 3cxtunnel.exe from working so it couldn't establish the tunnel to the remote softphone. Authorising it on the AV and rebooting the server gave tunneling back.

 

[bradly.sharpe-asv]

Same issue for me, turns out Sophos has classified it as a PUA, both the 3CXTunnel.exe in Program Files, and the one in Program Data (looks like this is where 3CX downloads the update too).

Explains why the dashboard was broken, as I assume the update was only half installed. Suprised it works at all!