Blank Window

[ca_maer]

We have an issue that sometime the webclient will stop working completely silently. The user cannot receive or place any call and the only way to fix the issue is to manually reload the extension (Right click reload extension).
This is problematic because there is no way to know if the extension is not working without checking it so the users are under the impression they never received any calls while they missed a bunch.
When you click on the blue extension icon the window is empty (see attached screenshot)

Any idea what might cause this ? Only started to happen recently with multiple users.
Almost all of our users listen to some sort of radio station or Spotify on their computer so I'm not sure if this is related.

Some infos:
Chrome: Version 87.0.4280.141
Extension: 4.3.0.348
Mac OS X: Some people under Catalina and some under Big Sur

 

[NickD_3CX]

Hi! I moved the thread into the Chrome Extension category as from your description I think this is hat we are talking about.

I would like to ask a few questions:

• What PBX version are you running on?
• Have you noticed this happening after the Mac disconnects from the WiFi momentarily?
• If on one of your User you disable the Chrome Extension completely and instead use the "pure" WebClient, does it happen there as well?
• Approximately how often does this happen?

 

[ca_maer]

Hey Nick,

• The PBX version is 16.0.655.
• The Mac do not lose network connection.
• The issue with the pure webclient is we don't seems to have any notification if the tab is not in foreground. Not sure if this is normal.
• It happens multiple times per day. I'm trying to reproduce the issue but to no avail so far. One time it happened after I've answered the call on the IOS client. Came back in Chrome and the window was blank just like my last screenshot.

 

[NickD_3CX]

Ok, could we start by upgrading the PBX to the latest service pack?

 

[ca_maer]

Hey Nick,

Even after updating the 3CX server to the latest version 16.0.1078 the problem persist. Anything else I can try ?

 

[Constantinos Constantinou]

Hello @ca_maer ,

Your users are connected with VPN to the corporate network? In the majority of the cases when you click on the blue phone icon on top right corner and you get blank screen, the problem is related to connectivity.

So the Chrome Extension was initially connected and something happened and the connection is lost.

Can you please verify that this is your case?