connection issues from the office but no issue via mobile phone (correcting via mobile telco)

[hewso]

Hi we have an intermittant problem

We use the chrome extension and it suddenly drops out and we cannot connect to the FQDN "XXX.3cx.co.uk" over the office internet at all. The webclient is also unavailable.

However I can connect via my mobile phone over there network.

All other websites are available - is this this a network issue (virgin business broadband) or something else.

Any advice greatly appreciated.

Cheers
Charlie

 

[NickD_3CX]

Hi Charlie,

It does sound like it could be something related to either the network and/or ISP.

Just to me make sure I understand the issue, at the location that as the Virgin Business broadband, you have multiple users all using Chrome Extension and WebClient. All works OK, and suddenly all cannot connect, while at the same time Mobile users from the same network have access and can see the presence information and contacts?

A few things that could help determine where the problem is:

• When this happens, how/when does this gets corrected?
• If you log into a WebClient from a different location from a different Internet Connection, does that work?

 

[hewso]

Hi Nick

Many thanks for your response

• QU When this happens, how/when does this gets corrected?
• Response - Generally it recovers but sometimes after reapeated failures I need to reboot the router
• If you log into a WebClient from a different location from a different Internet Connection, does that work?
• Response - yes. This is easy to test as I have a laptop connected via my phones hotspot on my desk

I was wondering is it something to do with the client - does it work via TCP or UDP. It is like the client loses connection and then cannot reconnect.

 

[NickD_3CX]

I was wondering is it something to do with the client - does it work via TCP or UDP. It is like the client loses connection and then cannot reconnect.

The WebClient uses both TCP and UDP to communicate with the 3CX Server, but the connection is established over TCP, UDP is used for the media (audio and video).

• If you log into a WebClient from a different location from a different Internet Connection, does that work?
• Response - yes. This is easy to test as I have a laptop connected via my phones hotspot on my desk

This would be interesting to test, by the time though the issue is usually fixed by restarting the router, I suspect it may have something to do with that. Do the test though and we'll see.

 

[hewso]

ok i will let the issue persist for a time next time it happens.

I have both my 2nd computer and I also have people logged into there iphones without connecting to the wifi.