Freezing / Disconnections w Desktop App

[PremierOne]

We've been experiencing some intermittent issues with our 3CX platform over the last few months. I have a list of the major ones listed below. We are currently running the 18.0 (Build 965) and have the O365/Teams integration and use the 3CX Windows desktop softphone exclusively. I've listed the issues below in order of frequency. Happy to provide any logs or further details that may help narrow down the scope. Thank you!

1. Being completely unable to do anything in the 3cx softphone, which is fixed by a reboot. (This usually at the start of the day and towards mid-day)
2. Calls failing to ring to the correct people (intermittent)
3. Active calls dropping (intermittent)
4. Desktop app disconnects the call when attempting to pick up a call (intermittent)
5. Calls disconnecting when attempting to pick them up (intermittent)

 

[JohnS_3CX]

You could start by upgrading to the latest supported version, as you are currently a service pack behind.

You should then also update the desktop clients after the PBX is done, make sure they are on 18.10.461 even if you have to install it manually.

 

[PremierOne]

Thank you. We will update the service pack and verify the installed version of the client. We will report back afterwards. Thank you!

 

[PremierOne]

We have updated to the most recent service pack and have verified all users are on the 18.10.461 version of the desktop client. We are still experiencing freezes, unfortunately. Had three users this morning that were unable to use their softphones for about 15-20 minutes, while others were fine.

 

[JohnS_3CX]

There are some things to review:

1. Check that the PBX machine is sized correctly for your organization
https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

2. Review the connection of the PBX and the clients: is it hosted online or private server? / are the machines reaching it via internet or VPN? Is there perhaps some firewall that may be treating 3CX traffic in a way that causes the apps to freeze or drop the TCP session?

3. Check whether the issues also happen on mobile apps and deskphones. If not, then review the PCs running the Desktop App: they may have an antivirus or something else common amongst them that makes the app misbehave.

4. If the PBX is a VM, make sure it is not suffering from time drift. This is especially true for Debian on Hyper-V
https://www.3cx.com/docs/installing-microsoft-hyper-v/



These are the basics. If they don't lead you anywhere useful, then your next step is to open a case with 3CX Support and provide them with what they need to investigate your case.

 

[PremierOne]

There are some things to review:

1. Check that the PBX machine is sized correctly for your organization
https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

2. Review the connection of the PBX and the clients: is it hosted online or private server? / are the machines reaching it via internet or VPN? Is there perhaps some firewall that may be treating 3CX traffic in a way that causes the apps to freeze or drop the TCP session?

3. Check whether the issues also happen on mobile apps and deskphones. If not, then review the PCs running the Desktop App: they may have an antivirus or something else common amongst them that makes the app misbehave.

4. If the PBX is a VM, make sure it is not suffering from time drift. This is especially true for Debian on Hyper-V
https://www.3cx.com/docs/installing-microsoft-hyper-v/



These are the basics. If they don't lead you anywhere useful, then your next step is to open a case with 3CX Support and provide them with what they need to investigate your case.

Thank you, John. We will review these. I did have some additional detail on the issue. This morning our dispatcher's client worked fine until a call came in and then it wouldn't allow her to pick up the call and showed disconnected for about 10 minutes and then it started working again.