Under Review Connection for pickup is not found

[BryanN]

Hi good day,

We're having an issue when picking up calls, with an Error saying "Connection for pickup is not found", not sure why is this message showing up, their internet connection is not a problem also they are having that problem on the webclient. What could be the reason of this Error?


Thanks in advance,

Bryan

 

[KeithTX]

I also have a user that is now reporting the same issue.

 

[crisicon]

Hello all
We experienced this issue with two extension on a customer's system recently.
We created new extensions and they are no longer having problems.

With one of the extensions, we tested deleting and re-creating it.
Upon testing, the problem is still there.
One single change with the new extension - the disconnection happens after about 5 seconds instead of instantly.

We did extensive testing to eliminate the possibility of the PC causing the issue.
This happens ONLY when clicking the button or hitting Enter and affects both computers used by the user (PC and laptop at home)
Clearly, this is an internal code issue in my humble opinion

I can ask the customer for permission to hand over a backup of the system if 3CX support is willing to look into it.
I also have 5 days of logs available (Medium level)

 

[telesteve]

We're facing the same issues by one of our customers. Could this be solved?

 

[crisicon]

Hey @telesteve
It's been two weeks since I created new extensions and stopped using the ones affected (deleted them from the system)
So far, the issue has not reoccurred.

 

[robert.taylor]

I wonder if using the default Hotkey Function ALT A to answer the call would resolve this temporarily while it is being investigated ?

 

[Corey.Mouat]

Has anyone found a fix for this? haven't seen an update in over a month.

 

[TLCtech]

We are still experiencing this.

 

[SPembo]

I've investigated this problem on ours today and can reproduce.

It occurs with the call ending coiniciding almost directly after the receiver answers the call. Talking < 1s. This can be if the call ends, or moves onto the next person in the queue.

 

[Charles_3CX]

Thanks, SPembo; this can be one of the reasons for this, yes, and as already mentioned in this thread, users click multiple times on the answer button!

 

[Bjorn Thor Johannesson]

I'm currently having the same issue. Not finding any hints in the logs either after the call is dropped.

 

[Mora]

Almost 9 month after first post and stil no fix???

 

[JayNZ]

Any chance anyone sorted this issue? - I'm still experiencing it with particular clients running v18.

 

[NickKulkarni]

Also seeing this with a particular user just now after updating her to the latest Desktop App.
We have On Premises,18.0 Update 7 (Build 312) on a Debian VM hosted under ESXi.
The user is trying to pick up from a call group on prioritised hunt.
Seems to be a common feature to this thread
We first had a call crash out after answering and talking to the caller
(see attached screenshot)
Activity log showed.
failed, cause: Cause: 486 Busy Here/INVITE from 127.0.0.1:5080

I then called inbound from my mobile on GSM and told everyone to leave it alone and let the affected user pick it up from the Jabra 930 pro using the Jabra integration. (we have latest version of Jabra Direct installed as well as latest version of Desktop App installed)
We spoke normally for about 30 seconds and I ended the call but when we checked the dialler it was showing the same error on the screenshot.

Any ideas anyone?

 

[JamieR]

I have a client with a number of users using the latest version of DesktopApp who are also seeing this - seems to be purely when they are answering direct calls to the affected extension rather than doing any call pickup etc.

Is there any further word from 3CX on the issue?

 

[NickKulkarni]

Had this happen to me the other day so can confirm it is still an intermittent bug. (on prem Debian running under EXSi and Desktop App on a laptop hard wired to the same physical network so no firewall as)
Have also had a couple of users where the 3cx app is open on their android phones but nothing happens when their extension is rung. We have followed all the Android Trouble Shooting Guide steps.

 

[JamieR]

Fair do, thanks - atleast it's still live one way or another.

For this particular client, I'm running 3CX on a WS2019 VM up in AWS. It's a fairly busy environment and I haven't been able to reproduce it myself yet and I advised them to use the web client (most are), but would like to see some movement towards a fix given there are a select few people are insistent on using DesktopApp.

btw, in my other life - your cases are great!

 

[TravisM]

Our mobile app has not worked for over a year, but we have no issues on our desktop app. When our mobile phone rings and you answer, nothing happens. The desktop app keeps ringing and we are then able to pick up the call.

Obviously the mobile app used to work.

 

[RobT]

Morning

We have just started seeing this with some of our users, has there been any progress made towards a resolution.

 

[TravisM]

Ok so would assume 3CX does not give a damn, besides taking your money?
This is a required "FUNCTIONAL" feature in this day and age.
Running Debian 10, 3CX 18.0 (Build 939)

 

[ishansidhu]

Ran into this issue. In my case, the user extension was forwarded to itself after 1 second for some reason. Took the forwarding off and it works as intended!