Can't answer calls on Chrome Extension for the 3CX Webclient

[SuperTima]

When a call comes in, the Chrome Extension window pops up on the screen, but it does not have the green and the red buttons (see the attachment), so we can't answer calls.
Google Chrome's version is 86.0.4240.75 (Official Build) (64-bit) (the latest available one), the 3CX extension version is 4.3.0.319, 3CX PBX version is 16.0.655.
Re-installing the Chrome plug-in does not help. Clearing Chrome's cache does not help either.
What else can we do?
This issues affects some users in our company only, plus a couple of clients, so it does not happen on every computer.
The 3CX extension for Firefox works OK on the affected computers.
Please advise.

 

[Andy Veal]

Hello,

Multiple times per day my users:
-Cannot answer calls
-Cannot make outbound calls
-Cannot click to call despite this being activated.

A quick and dirty way they have been resolving this issue is to access the chrome extension options and untick and then re-tick the boxes.
This was a once a day/once every other day issue but is now happening multiple times per day.

We are on v16 PBX
chrome 87.0.4280
The extension also has no option to update.

Any ideas?

 

[Dennis-raak]

Is there any update on this? One of my customers is regularly running into the issue of having to minimize and re-open their window before they can answer incoming calls, although the popup does look a bit different as it does not show the buttons at all (see attachment)

 

[Lakes]

I get it all the time now, I routinely close the extension after a call, it seems to work when it's launched but not if left open.
Some other staff have reported it but not all, I still wonder if it's the few machines we have upgraded to W10 20H2
I'll try and pin it down a bit more

 

[Constantinos Constantinou]

Unfortunately there is no update from Google Chrome team yet.
This is purely something relate to the browser. We are pushing them for an update as we know how important is for our customers. Unfortunately we cannot change the priorities that they are working on.

 

[SuperTima]

Is there any update on this? One of my customers is regularly running into the issue of having to minimize and re-open their window before they can answer incoming calls, although the popup does look a bit different as it does not show the buttons at all (see attachment)

I have not got anywhere with that - still maximizing and minimizing the 3CX window when the phone rings in order to get the buttons appear...

 

[Rhys Haskell]

I have not got anywhere with that - still maximizing and minimizing the 3CX window when the phone rings in order to get the buttons appear...

Although not ideal if you drag the popup it will also work, I find this quicker than minimizing and maximising the tab.

 

[SuperTima]

Although not ideal if you drag the popup it will also work, I find this quicker than minimizing and maximising the tab.

Just tested it on my Windows 10 laptop and it worked.
You're right - it is quicker However...
I just turned hardware acceleration OFF in Google Chrome and a test call a colleague of mine made to my extension, worked OK - I will be testing that tomorrow for the whole day and will report back if this fixes the issue completely.

 

[FridayIT]

I've been noticing intermittent issues recently with google chrome where my cell will ring but chrome is delayed, I found clearing my chrome cookies and cache helped.

I also turned off the click to dial option for the browser plugin.... will wait and see if this is a short or long term fix

 

[luckystrikes]

Just wanted to come into this thread as it is a constant pain point for users with Mac OSX and Chrome. I've installed Edge Browser for a couple as an alternative to see if it helps.

The issue is usually related to customer having unstable internet, but it has happened to me before (I'm on Fiber).

Basically the client and browser extension seem to be operating OK but no inbound calls come in. The person has to quit chrome and reopen it in order to start using the phone again.

Is there a quick recap to this thread? Are others having the same issue?

 

[AC-Max]

Hey guys,

we have a similar problem with our 3CX system. (netcup RootServer, 4 vCores, 16GB RAM, 20 users, v16.0.1078, installed via 3CX installer ISO in April 2020)

The phone icon in the Chrome bar remains blue. However, as soon as the computer was in standby or also after a few hours, it is no longer possible to make or accept calls.

The WebClient still rings, but after pressing the green accept button nothing happens, it continues to ring. For outgoing calls, an attempt is made to initiate a connection, but it returns to the dailer screen immediately afterwards. There are no logs in 3CX Phonelog indicating any issues.

A "reload extention" solves the problem. I just can't tell every employee to reload extention every few hours.
The problem occurs with all users, from different locations.

 

[FridayIT]

Basically the client and browser extension seem to be operating OK but no inbound calls come in. The person has to quit chrome and reopen it in order to start using the phone again.

I have had this issue when using the webapp when I was experiencing packet loss (ISP issue). I find the current implementation on the extension to not respond well to packet loss (not that many applications "enjoy" packet loss).

The 3cx windows native app doesn't like changing IP address's (switching on and off from VPN) based on the testing I have done.

 

[Alex Nicoletti]

Odd workaround I came across. When the phone is ringing if I just move the window it refreshes and causes the Answer / End buttons to appear. Not sure if this will help any others.

 

[luckystrikes]

I have had this issue when using the webapp when I was experiencing packet loss (ISP issue). I find the current implementation on the extension to not respond well to packet loss (not that many applications "enjoy" packet loss).

The 3cx windows native app doesn't like changing IP address's (switching on and off from VPN) based on the testing I have done.

I agree but other apps (including 3CX win app) doesn't fall apart.

The general issue I see is "disconnected" and coupled with "WebRTC not registered" also...

Calls just go unanswered.. Yesterday I had a ticket where the customer is "logged in" and ready but calls to them went straight to voicemail. Yes they have an unstable connection, but only in small blips.

 

[NickD_3CX]

Yes they have an unstable connection, but only in small blips.

The WebClient and Browser Extension, when there is a disconnection, each Client adds a random delay before attempting to re-register with the PBX (can be up to 60 seconds). This is to avoid what is called a "REGISTER storm" on the PBX and not all clients try to re-connect at the same time.

If there are "blips" every 30-60 seconds, it is likely that this could happen.
Especially with WebClient and Browser Extension, a stable internet connection is important.

Also if this is the problem, I think you should start a new thread because it seems different from the topic of this thread.

 

[luckystrikes]

Fair enough, I will also update if moving the window around helps open the answer/decline button re: issue of this thread as I understand it.

 

[RetoB]

Same problems here. The chrome extension is pretty much unusable. It's a real pain!
I really hope that we still get a solution to this problem!

 

[charlesmurray]

Is there any resolution to this yet. A number of our customers have reported issues with it.

 

[weimerd]

Is there any resolution to this yet. A number of our customers have reported issues with it.

Issue was reported in October. For users of the Webclient extension this issue is critical.
As you can see there is no bug fix yet.
As a result using the webclient extension is not recommended as it has a critical bug.

Sadly 3CX did not investigate here. Usually standard functions should work. If a bug appears for standard functions a quick bug fix is needed.

Avoid using Webclient extension. It cannot be used in a reliable way. That's what I told customers and partners. They weren't happy but it is the way it is.

to 3cx team: I know you do a great job in developing new features. Please don't forget the existing ones. Investigate in bug fixing of user critical bugs before releasing a new feature.

Just my 50 cents...

 

[JohnS_3CX]

Issue was reported in October. For users of the Webclient extension this issue is critical.
As you can see there is no bug fix yet.
As a result using the webclient extension is not recommended as it has a critical bug.

Sadly 3CX did not investigate here. Usually standard functions should work. If a bug appears for standard functions a quick bug fix is needed.

Avoid using Webclient extension. It cannot be used in a reliable way. That's what I told customers and partners. They weren't happy but it is the way it is.

to 3cx team: I know you do a great job in developing new features. Please don't forget the existing ones. Investigate in bug fixing of user critical bugs before releasing a new feature.

Just my 50 cents...

Hi weimerd,

I wish you had read earlier parts of the conversation because this is simply untrue. This issue was investigated and we are looking for a solution, but the app also relies on Chrome being patched: https://www.3cx.com/community/threa...or-the-3cx-webclient.76782/page-2#post-356269

 

[weimerd]

Hi weimerd,

I wish you had read earlier parts of the conversation because this is simply untrue. This issue was investigated and we are looking for a solution, but the app also relies on Chrome being patched: https://www.3cx.com/community/threa...or-the-3cx-webclient.76782/page-2#post-356269

I read that. But we are talking about a core functionality. Pointing to third parties does not help here.
It does not work on Chrome. It does not work on Edge.
Does it work in Firefox? Maybe this could be a workaround.


I appreciate your answer. But it does not help to fix the core issue. Users are using the phone system to make and get calls. Actually for users with Webclient Extensions they can't get calls as they can't pick up.

We enrolled 3cx Webclient to various users. For them the actual situation is not satisfying at all. Waiting for a solution for 4 months is not a practicable way for end customers as well.


Final words: Handing the flag over to google is not the way to solve bugs. Because MAYBE they never investigate here.