Chrome Extension issues

[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?

 

[JohnS_3CX]

Hi Andy,

Is this specifically an issue with the Chrome Extension?

Also please state the full version of your PBX as seen on the right hand side of your 3CX Dashboard

 

[Andy Veal]

16.0.1078

Hello,

Yes, chrome extension only,

Windows client works fine and webclient but the company wants to use chrome extension

 

[Andy Veal]

16.0.1078

Hello,

Yes, chrome extension only,

Windows client works fine and webclient but the company wants to use chrome extension

 

[JohnS_3CX]

Ok let's start from the basics

- What OS is PBX installed on?
- Dedicated server or VM?
- How many users total?
- What are the machine or VM specs CPU, Core Count, RAM, Disk Type

 

[Andy Veal]

Ok let's start from the basics

- What OS is PBX installed on?
- Dedicated server or VM?
- How many users total?
- What are the machine or VM specs CPU, Core Count, RAM, Disk Type

OS
Distributor ID: Debian
Description: Debian GNU/Linux 9.11 (stretch)
Release: 9.11
Codename: stretch

VM
1 vCPU, 3.75 GB memory
Standard persistent disk Size 100 GB

10 users

 

[Sobiera]

maybe a littlebit cpu underpowered? Offsite? Which type of Chrome do use, Enterprise or home version?
Do you use roamingprofiles? Does your users maybe logout from the webclient at the sametime?

 

[Andy Veal]

memory-to-core ratio, ranging from 0.95 GB per vCPU to 6.5 GB per vCPU

Users are not logging out of the webclient.
no roaming profiles

 

[Sobiera]

Do you have advanced debug running? If you catch the packets with wireshark, maybe you can see a timeout? I mean maybe your time of living is missconfigured, have you checked if it is allways the same time until it get killed? Where is the system located? On or offsite? Is a firewall between the users and the system?

 

[Andy Veal]

Hello, it's very random, random times of the day and also sometimes 2 times a day sometimes 3 or 4.
Users getting very frustrated as you can imagine, I have heard of other 3cx customers having issues with the chrome extension but could not find much info about any other open tickets.

The extension is not killed, it just stops working, users cannot answer pick up calls, or make outgoing ones.

I see nothing in the logs when it happens and it also doesn't happen to all users at the same time, out of 10 users it happens to say 3 of them at once, and then the next time 4 of them and so on.

 

[Sobiera]

does the company has other plugins installed on chrome?

 

[Andy Veal]

Grammarly and Google drive

 

[Sobiera]

At the moment i don't think that your plugins are the problem, are you able to test it with the newest version of edge?

 

[Sobiera]

I tried it on my side with a Hosted PBX, after around 40 minutes it just greyd out and stopped working. After right click on the plugin and pressing "reload Extension" it seems to work again. So I guess the problem is a generell problem

 

[Andy Veal]

Interesting after just 40 mins that happened. seems to last longer here but yes, I think there is a wider issue here with the extension. whilst on the recent web meeting for the new Facebook features during the question section, there were a number of users asking the representative "when are the chrome extension issues going to be fixed?" of course, not the place or person to be directing those questions to but clearly we are not alone with this issue

 

[Sobiera]

@JohnS_3CX maybe you could give us a helping hand?

 

[JohnS_3CX]

What is the machine hosted on, Google Cloud?



This should be enough for a maximum of 10 users.


Does the issue affect the all the users at the same time when it happens? Or randomly each user on their own?

 

[Andy Veal]

happens to small groups of users at a time. 3 or 4 at a time

 

[JohnS_3CX]

given that you have 10 in total and 3-4 at a time are affected, I would also like to know if they are all behind the same internet connection when the issue occurs

 

[Sobiera]

on my side it is hosted by 3cx, only tested on one site.