Call failed after Windows Client Update

[am12]

Today some of our Windows clients got an update to 16.3.0.144 (webclient download on the server is still not updated, that is to say that if I download the app from the webclient avatar user link, it then asks for update again).
Some of them are unable to make calls.
No log on the server. Audio devices filled. Tried two mics. Checked mic privacy and stuff.
Changing the audio device seems to influence the time that the message "Call failed" takes to appear (instant on usb headset, little below 1 second on realtek integrated).
Reverting to the previous version (and refusing to update it) works right away with all devices (and without touching any audio setting).
Previous version is the one that gets downloaded from the 3cx server (server says up to date, no updates pending).

Can you please check the matter?

 

[CMC1872]

I am also having this issue on some Clients on the same version 16.3.0.144, it is not effecting all machines just seems to be sporadic.

Seems to be per machine rather than accounts as a few were tested on the same Windows Client and same outcome of call failed.

 

[Paul Reynolds]

Hi, just to say that I'm getting reports from clients with the same issue. Downgrading to an older version and refusing update things work fine. Inbound seems to be working but outbound is immediate call failed.

 

[JohnS_3CX]

@am12 What version is the PBX? Was it V16 Update 5 or was it an earlier version? The clients will not auto-update until the server downloads the update and informs them. The webclient avatar link should download whatever is currently stored on the 3CX Server.

@CMC1872 and @Paul Reynolds see as above. report whether you are running V16.0.5.612 yet or and older PBX

 

[Paul Reynolds]

Hi, it's V16.0.5.612, however the issue does seem to have resolved itself overnight on the users that were affected, although new ones do pop up occasionally but then go away again just as mysteriously.

 

[JohnS_3CX]

Hi Paul,

Do those users have a VPN on their computer?

 

[Paul Reynolds]

Hi, I'll have to go back and check with the users, however that's a very strong possibility.

 

[Paul Reynolds]

Hi, just to say that the users are definitely using VPN but it's a split VPN.

So although the VPN would be active, it's for local resources only. Public resources like hosted 3CX should still go over traditional broadband

 

[JohnS_3CX]

And if we were to disconnect the VPN temporarily, then restart the 3CX Windows app, does the problem appear to go away?

 

[Paul Reynolds]

Hi,I don't believe disconnecting the VPN will be possible as it's centrally controlled enterprise requiring VPN, certainly not in normal use, I'll ask and see if they can to test.

 

[JohnS_3CX]

Yes, its would be a good idea to test so we can better understand the network path.

By the way the app has two methods of connecting to the PBX: via internet and via local IP. Depending on how the DNS is setup (for example if using split DNS) the app may try either only locally or only via internet or both. So if we discover which way it connects in your case, it may give us some insight as to what may be causing the issue.

 

[am12]

@am12 What version is the PBX? Was it V16 Update 5 or was it an earlier version? The clients will not auto-update until the server downloads the update and informs them. The webclient avatar link should download whatever is currently stored on the 3CX Server.

Sorry for the late reply but it's been a mess here. PBX is on 16.0.5.611.
One of the users that I was dealing with was not using VPN of any kind.
I have to mention that even though the user is denying updates, I have to run a repair with the old installer to get it working from time to time.

 

[JohnS_3CX]

Hi @am12

Check to see if there are any pending updates on the pbx and install them.

Then, uninstall the app entirely from the PC and also clear the folders below if anything remains afterwards:

%appdata%\3CXPhone for Windows
%programdata%\3CXPhone for Windows\PhoneApp\

Now send the user a fresh Welcome Email and have them install the latest version of the app and use the config file to provision the client.

Now you should have a more or less clean install of the client running so you can retest. Dial *777 to hear your own echo, or dial *888 to get an echo callback. Then make a few normal calls too and let us know