Desktop App can't make calls until closed and reopened

[SteveITS]

First, can/should there be a new forum for Desktop App? Is it under Web Client or Windows?

On to the issue...I've run into this I think 3-4 times since upgrading to v18 a few months ago, but I happen to be on an older PC and no one else complained so I didn't think much of it. However today a client ran into it also.

The Desktop App seems to be operating fine, but if you try to call any number, even extensions or *777, it starts to connect and immediately terminates the call. No call log entries or activity log entries. The "fix" is to close the app from the system tray icon and start it again after which all is fine.

I'm not sure how to duplicate it other than wait several weeks. I tend to leave my PC logged in but locked; this client's PC logs out every night so 3CX should have been started up new this morning. I had kind of mentally linked it to some sort of disconnection from the audio driver on my PC but now that it's happened to another it seems I should pursue it.

both servers:
Linux 18.0.237
hosted in a data center (by us)

One thing I do note on my PC/app is that in the mornings the status/chat doesn't update until I click on the program window. Though again, the call problem doesn't happen every day.

 

[SteveITS]

Had the issue first thing this morning, but a slightly different situation. I sat down and changed my status. A coworker called me a half hour later. I answered and I could hear hear but she couldn't hear me. I hung up, dialed her, and had this symptom where it tries to dial and hangs up. I could however chat her that I needed to restart the App.

 

[SteveITS]

Just for the record, the client I mentioned in my original post rediscovered this today. Notably his PC logs off each night, and also he says he used the app this morning on calls. He didn't directly answer whether he had been away from his PC or it was locked.

They also have three other PCs that are the same hardware and same age yet they haven't reported this problem.

 

[NickD_3CX]

Hi Steve, as this is a pretty "unique" problem some of your users are having and it happens weeks apart, I think the best solution here would be to contact our 3CX Support Team to get a more hands-on look at this.

I don't recall having heard this problem by other users, so I can't say for sure if it's something with the software or not, but I think at this point that is the best course of action.

 

[mobycom]

I'm having this same answering problem for a client. The desktop will will stop getting calls until you restart the app.

 

[mobycom]

Adding to this, it's more likely to happen after a device has gone to sleep and come back online.

 

[SteveITS]

The desktop will will stop getting calls until you restart the app

Does it say it's disconnected? Mine stays connected (PC never goes to sleep) and as noted I can see a call come in, but the mic audio doesn't connect. It's like it lost the link between the app and the audio driver/headset.

 

[mobycom]

Does it say it's disconnected? Mine stays connected (PC never goes to sleep) and as noted I can see a call come in, but the mic audio doesn't connect. It's like it lost the link between the app and the audio driver/headset.

No, still thinks it's connected.

 

[NickD_3CX]

No, still thinks it's connected.

In V18 Update 3 there are a number of stability fixes surrounding the way the server interacts with connected clients.

I can't say for sure that it will address this symptom you are describing, but I would recommend that you contact 3CX Support to get some more info about this problem and give feedback to our dev team.
As it's quite difficult to "catch", I think would be the best way to tackle this.