Calls end within 2 seconds on new 3CX Client

[BrenttG]

We have 2 customers that this has begun happening to since the last day or two.

1. User has 3CX Client and a headset plugged in and working.
2. User dials a number or double clicks a contact, thus starting a call.
3. The Call begins, but then ends within 1-2 seconds and the Client goes back to the contacts page.
4. This happens over and over, closing and re-opening the client sometimes allows the first call to
work properly, but subsequent calls then do the same thing.

Latest 3CX client already installed, checked AV, Disabled AV, disabled Skype, Re-Installed Client, Re-provisioned, etc.

Interestingly, if we watch the 3CX Management Portal, we see the call begin just fine on the active calls list, and then it just disappears.....

 

[YiannisH_3CX]

Hello @DocTechAZ

Can you replicate this from an IP phone as well? Also make sure that under the clients audio settings the headset is recognised and selected.
Also try removing the headset and thy with windows default audio devices. Can you replicate the issue?

 

[managed8]

Unable to replicate from an IP phone. This problem is specific to the 3CX app on this users computer. It is important to note that when the 3CX application is started fresh, the FIRST call goes through without a problem. The second and any subsequent calls begin and end almost immediately. This can be repeated as many times as someone wants to close the 3CX app and re-open it. This is on the latest Windows 10 system and is identical to a system sitting right next to it with the 3CX app running but does not have this problem. What might be conflicting? Any ways to troubleshoot this? The client has been removed and re-installed several times with both versions (15.5.3849.1 and the new 15.5.6354.2). When making calls to this extension, the headset works perfectly. It seems like the very first call from the launched app. breaks it for any others. Customer is frustrated and only uses the Windows application. Please help.

 

[YiannisH_3CX]

From your description the issue is relates to audio devices. Make sure that the drivers for your headset are correctly installed and are correctly selected in the 3CX client. Also check windows audio devices and make sure those are correctly installed.

 

[managed8]

Everything seems in order for the audio devices. I can login with another profile and open the 3CX app with the users config file and it works fine. Only issue is in the users profile. Anything that we can delete or cleanup in the profile? Any services to check for? Any known issues like this? We have now seen this on 2 Windows 10 users.

 

[YiannisH_3CX]

So you logged on the PC as a different user or did you just change the user on the 3CX phone? The only time the client has exhibited this behaviour is when there is an issue with audio devices.