Calls dropping for one user

[3CTEL]

Hi,

We’re facing an issue with one of our users on the 3CX Desktop App. His calls are dropping automatically after a few seconds. In the 3CX logs, the termination reason always shows as “call ended by user”, even though the user does not hang up.
Some details are:
Only one user is affected (others are fine).
The user is on a Lenovo desktop and connected via the desktop app.
The issue started recently. For the past 3 years the same setup worked without problems.
This does not happen on every single call, but intermittently.

Has anyone experienced something similar? What would be the best way to troubleshoot this?

Thanks in advance.

 

[KyriacosS_3CX]

Hello,

Are they on the latest version of the app? Have you tried the Beta?

Are they using the same headset all this years? Can a new headset be used?

Best,
KS

 

[3CTEL]

Hello,

Are they on the latest version of the app? Have you tried the Beta?

Are they using the same headset all this years? Can a new headset be used?

Best,
KS

Hi KS, thanks for pointing this out. User did change headset few months ago so I believe we should test with a different headset. I will update the post. Thank you !

 

[3CTEL]

I confirmed and the user is using old headset, issue is only with desktop app/PWA. His phone app and webclient are fine but when he uses desktop app, app is disconnected. His active calls disconnect and he has to uninstall the app.

 

[KyriacosS_3CX]

Uninstall the app? Or restart? Any chance the headset is dying mid-call due to a weak battery? Can a new headset be tried?

 

[3CTEL]

Uninstall the app? Or restart? Any chance the headset is dying mid-call due to a weak battery? Can a new headset be tried?

Yes, means he removes/uninstall PWA, login to webclient and reinstall, but he starts facing issue again after few days or sometimes same day. And no heeadsets are not the issue, tried without them as well.

 

[KyriacosS_3CX]

Hello,

This really seems very specific to their PC, some AV setting, browser cache/cookie settings or similar. Web client and PWA are really the same under the hood. Could they try installing the PWA from Edge if so far it was from Chrome, or vice-versa?

 

[3CTEL]

Hello,

This really seems very specific to their PC, some AV setting, browser cache/cookie settings or similar. Web client and PWA are really the same under the hood. Could they try installing the PWA from Edge if so far it was from Chrome, or vice-versa?

Okay let me try this and I will update here.