Cannot update Mac Desktop App

[Daniele C]

Hello,
we are experiencing a problem updating the Mac Desktop App.

Trying to download the update from the Console, the procedure starts but ends without message.

Looking in the logs, I found these lines:

2023/08/11 15:38:07.807|17931|0020|Info|[ProductUpdater.Services.UpdateService] Starting update...
2023/08/11 15:38:07.807|17931|0020|Info|[ProductUpdater.Services.UpdateService] Updating Mac Desktop App
2023/08/11 15:38:07.814|17931|0020|Info|[System.Net.Http.HttpClient.Default.LogicalHandler] Start processing HTTP request GET https://downloads-global.3cx.com/do...ents/3CX Desktop App-darwin-x64-18.13.949.zip
2023/08/11 15:38:07.814|17931|0020|Info|[System.Net.Http.HttpClient.Default.ClientHandler] Sending HTTP request GET https://downloads-global.3cx.com/do...ents/3CX Desktop App-darwin-x64-18.13.949.zip
2023/08/11 15:38:07.873|17931|0054|Info|[System.Net.Http.HttpClient.Default.ClientHandler] Received HTTP response headers after 58.7217ms - 200
2023/08/11 15:38:07.873|17931|0054|Info|[System.Net.Http.HttpClient.Default.LogicalHandler] End processing HTTP request after 58.9894ms - 200
2023/08/11 15:38:47.031|17931|0032|Info|[System.Net.Http.HttpClient.Default.LogicalHandler] Start processing HTTP request GET https://downloads-global.3cx.com/downloads/v180/templates/clients/3CXDesktopApp-18.13.949.dmg
2023/08/11 15:38:47.031|17931|0032|Info|[System.Net.Http.HttpClient.Default.ClientHandler] Sending HTTP request GET https://downloads-global.3cx.com/downloads/v180/templates/clients/3CXDesktopApp-18.13.949.dmg
2023/08/11 15:38:47.068|17931|0032|Info|[System.Net.Http.HttpClient.Default.ClientHandler] Received HTTP response headers after 34.7348ms - 200
2023/08/11 15:38:47.068|17931|0032|Info|[System.Net.Http.HttpClient.Default.LogicalHandler] End processing HTTP request after 37.4306ms - 200
2023/08/11 15:39:07.802|17931|0045|Erro|[ProductUpdater.Services.UpdateService] Mac Desktop App:
ProductUpdater.Exceptions.UpdateException: WARNINGS.UNABLE_REACH_UPDATES_SERVER
at ProductUpdater.Services.UpdateHandler.LoadBinaryFileAsync(String relativeName, String target, CancellationToken cancellationToken, String md5hash, Int32 chunk)
at ProductUpdater.Items.ElectronUpdate.UpdateFolderAsync(IUpdateHandler updater, String folder, CancellationToken cancellationToken)
at ProductUpdater.Items.MacOsElectronUpdate.UpdateAsync(IUpdateHandler updater, CancellationToken cancellationToken)
at ProductUpdater.Services.UpdateService.ProcessUpdates(IEnumerable`1 list, CancellationToken cancellationToken)

I tried to download directly from the shell on the PBX, using wget, but both file are downloaded without problem...

Our 3CX has version 18.0.8.912.

Thank you!

 

[Alejandro_3CX]

Hi @Daniele C the error WARNINGS.UNABLE_REACH_UPDATES_SERVER is a connectivity issue.

Can you bypass the firewall and make a direct connection and try again?

if you run a packet capture on the pbx, then open a second window in your browser and try to download the app, once done stop the capture, with that in mind you can check if the pbx is getting a response, otherwise the system can't download the file.

 

[Daniele C]

Hello,
I've updated the system at the last version, and also the Desktop App was updated.

Thank you!