Cant change Status in Windows App since last update

[Kiwi_at]

Hey there,

we have installed the newest 3CX Client (16.3.0.144) on our machines. However since the latest update we cant change the status after some time.

Reproduce:
Open the Client
Change Status --> works
after several time (some minutes, hours or whatever) we want to change it again, but it doesnt work. i set my self to away, as you see on the screenshot. But as you see on the contact list it doesnt set myself to away.
When i call *31 i can set myself in away, so softphone and the connection is working, only statusupdates dont work. Any advice?

 

[JohnS_3CX]

Hello,

Are you using any other components that may affect your status?

- Office 365 Integration - Calendar Sync
- Status Auto-switching based on schedules

Does the problem occur for all extensions or did you only confirm it on your extension?
Can you also please confirm your PBX version?

 

[Kiwi_at]

Hey there,
No we dont have Office 365 integration or Auto-Switching on.

Yeap, the problem occurs on all windows 3cx clients. Web App or Mac is working fine.
PBX Version 16.0.611

 

[JohnS_3CX]

Thanks. How about the others, do they see you as away?

What if you have your webclient open to monitor your status from there, does it change to Away?

I want to better understand whether it just "appears wrong" or whether the status literally does not change.

 

[Kiwi_at]

No, others see me not as away. When i open the webclient, i am also set to not away.
Just to say: the status dont get changed via 3cx windows app status dropdown.
it works only via *31, via webclient or ios app but not the windows app.

 

[JohnS_3CX]

Thanks. We will monitor here and see if we can replicate this, please take a look at the below post and share your setup details so we have a more complete picture of your environment

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[Kiwi_at]

3CX Version: 16.0.611
Server OS: Debian 9.8
Self hosted VM
Trunk Provider: Netplanet
Firewall check passed: YES
No Custom Phone Templates

 

[JohnS_3CX]

Thanks. So far the app behaves as expected, I was not able to replicate the behavior you describe.

You can however troubleshoot it a bit further if you want to see what the system does.
I would recommend going to Activity Log > Settings > Verbose
Then you notice in the same page the Logs button which if clicked has a folder called Instance.
There are two logs there you can download:

a) 3CXManagementConsole.log
b) 3CXSystemService.log

You can see specific output that tells you when the status changes

a)

b)

Now my guess is that you either wont see the changes taking place, meaning that the client did not send them through, or it attempted but failed for any reason.

Or, what might be more interesting to see is that the client does make the change, but it is then followed by another change coming from elsewhere, meaning that the client does indeed work but something else is happening.

Lastly if you wish to start fresh and it would be a good idea to do so, I would recommend to fully uninstall the client, and also delete its folder from C:\ProgramData\3CXPhone for Windows\ and then reinstall it fresh from our website here https://www.3cx.com/user-manual/

You can reprovision the client by sending yourself a fresh Welcome email either from the management console, or from the webclient by clicking your avatar, or from the settings of the mobile app by tapping Resend Credentials. The email will contain a 3CX config file which you simply doubleclick to get the client provisioned again.

 

[Kiwi_at]

Hey,

i have found it in the logs. It says thats my has changed.

2020/05/25 09:59:02.083|44411|0048|Dbg|#47431 (traceid=0HLVO6TNPBPF3:00000001) START: POST http://linkto3cx.com/myphone/MPWebService.asmx
2020/05/25 09:59:02.083|44411|0048|Dbg|MYPHONE: HandleRequest from 174@7141e322-90f0-0e58-95de-6f4222ab1d70(traceid=0HLVO6TNPBPF3:00000001)
2020/05/25 09:59:02.083|44411|0048|Dbg|MYPHONE: Incoming request: messageID=103. (traceid=0HLVO6TNPBPF3:00000001). Current requests: 1.
2020/05/25 09:59:02.083|44411|0048|?6?|MYPHONE: SessionId: 7141e322-90f0-0e58-95de-6f4222ab1d70 (IP: 81.10.220.xx): Client IP was changed. Relogin is required
2020/05/25 09:59:02.083|44411|0048|Dbg|MYPHONE: _DAC([103 RequestChangeStatus]) - 00:00:00.0000369 - from 174[7141e322-90f0-0e58-95de-6f4222ab1d70]@10.10.xx.xx. Requests:1 -> 0 (traceid=0HLVO6TNPBPF3:00000001)
2020/05/25 09:59:02.083|44411|0048|Dbg|#47431 (traceid=0HLVO6TNPBPF3:00000001) STOP: POST http://linkto3cx.com/myphone/MPWebService.asmx processed 00:00:00.0006270
2020/05/25 09:59:02.164|44411|0041|Dbg|#47432 (traceid=0HLVO6TNPBPF4:00000001) START: POST http://linkto3cx.com/myphone/MPWebService.asmx
2020/05/25 09:59:02.164|44411|0041|Dbg|MYPHONE: HandleRequest from 174@7141e322-90f0-0e58-95de-6f4222ab1d70(traceid=0HLVO6TNPBPF4:00000001)
2020/05/25 09:59:02.164|44411|0041|Dbg|MYPHONE: Incoming request: messageID=103. (traceid=0HLVO6TNPBPF4:00000001). Current requests: 1.
2020/05/25 09:59:02.164|44411|0041|?6?|MYPHONE: SessionId: 7141e322-90f0-0e58-95de-6f4222ab1d70 (IP: 81.10.220.xx): Client IP was changed. Relogin is required
2020/05/25 09:59:02.164|44411|0041|Dbg|MYPHONE: _DAC([103 RequestChangeStatus]) - 00:00:00.0000350 - from 174[7141e322-90f0-0e58-95de-6f4222ab1d70]@10.10.xx.xx. Requests:1 -> 0 (traceid=0HLVO6TNPBPF4:00000001)
2020/05/25 09:59:02.164|44411|0041|Dbg|#47432 (traceid=0HLVO6TNPBPF4:00000001) STOP: POST http://linkto3cx.com/myphone/MPWebService.asmx processed 00:00:00.0003868


Background: we are connected via vpn to our pbx. was not problem so far, this error occurs only since the last update. So there must be any change regarding this maybe?

 

[JohnS_3CX]

I see, in this case it is important that you first connect to the VPN before launching the app.

I believe the issue you were facing was due to the connection becoming stale when you enable the VPN while the app is running.

The PBX was seeing you connecting from i.e your home IP, and then suddenly the same session started coming from your office IP.

In this case the PBX will not accept the commands, you have to relaunch the client to force a relogin (just relaunch the app)

 

[Kiwi_at]

we thought about that too, thanks. But weird for us why this works before the update?
Also weird: why does phonecalls works? and the contactlist?

 

[JohnS_3CX]

The calls are a separate "module" let say from the presence/status so they can still work. The contact list is downloaded from beforehand when it last registered. Regardless, because the new app changes a few things under the hood, we always recommend you first launch the VPN and then launch the app (even from before the update) to make sure the network path used is the same across the board.

 

[Kiwi_at]

But the Status in the contactlist says always the truth, so there must be an working connection?
Sure, but this is nearly unpossible. 3cx Windows app is autolaunching at the startup of every pc in the company. Default setting ;-)

 

[Kiwi_at]

any news regarding my question? thanks so far

 

[JohnS_3CX]

If you get "Relogin is required", there is no way around it. Otherwise the client will not work consistently as some parts might sync up while other parts wont.

I suggest you try it the way I described above (connect to VPN, then launch client) and then tell us how it goes after it has been running for a while.

 

[Kiwi_at]

Sure it is working then, but why doesnt the client says that? it is only in the logs, not at the GUI? How a user should know this? Thats weird.

 

[JohnS_3CX]

It doesn't say it. The client assumes it will run over the discovered network path, that's why I recommended to first establish your connection, and then launch it.

 

[Kiwi_at]

It doesn't say it. The client assumes it will run over the discovered network path, that's why I recommended to first establish your connection, and then launch it.

as the 3cx app start per default (when you install it) on startup, its no option.

Funny that the old client (before the update) said something like "no connection please reconnect" when you click OK it worked, why is this not possible with the new one?

 

[JohnS_3CX]

This is what you would normally get, however not all VPNs will be implemented the same way so I suppose its possible that this will not get triggered under all conditions.

 

[Kiwi_at]

Exactly this message - yeap! We got it before the Windows 3CX App Update, and not now. So there no VPN changes, is there any possibility to trigger this in the future again in the app?