Issue with loading configuration profile and using web client

[john1902]

We have recently upgraded our on-premise version of 3CX, which we manage ourselves. We have upgraded from v16 final to v18 update 5 build 418.

The majority of our users have desk phones, we have a handful of users which use the iOS/Android app or the web client. The app stopped working in v16 due to the app update.

Now that we are on 3CX version 18, I have tried testing the iOS app, Windows desktop app and Web client, however I am struggling to get any of them to work. I will describe the issue below.

iOS app - can't parse profile
I have tried to scan the QR code from the web client, welcome email and management portal. However when scanning the QR code it returns the below. I have tried reinstalling the iOS app.


Windows Desktop App v18
I have followed the instructions to install the app and then click the provisioning button, however I am not able to provision the app.


Web client
I am able to operate the web client OK, however I cannot make any calls - it only gives the option to interact with my desk phone. The call places OK, however of course I am not able to conduct the call in the web browser/on my PC as it is using the Yealink instead, which is the only option in the dropdown menu. I do not see any option to use web app PWA as per the guide, however that could be due to the version of the product.




Do you have any advice on what I should do to start troubleshooting this? As it would be handy for us to use the soft phone and mobile app in particular, or even better if they can use the web client instead of the Windows soft phone.

 

[john1902]

Hi just an update on the above. I have identified that it is a firewall issue which is causing the 3CX web client and 3CX windows client issue, which I thought might be the case the more I looked into it. I have tested access to the web client using our FQDN and access works OK while I am off the corporate network. I have managed to test out the web client and Windows client OK - both work fine.

I just need to take a look into why it is not working on our corporate network, as traffic to the local server should be OK. Will the 3CX Windows app always try to reach the server using FQDN? Or will it try the internal IP address and then if it fails will try the FQDN?

One part I am still stuck on is the QR code provisioning, with error message can't parse profile. Provisioning used to work OK the last time I tried it about a year ago while we were still on v16. I am not sure that it is a firewall issue with the link not being able to reach the destination as access to the web client and provisioning the Windows app works OK, it is just the iOS/Android provisioning which does not work.

 

[john1902]

I will bump this thread as I'm still stuck with this. I'm actually an Enterprise user rather than a free user, however created a separate account for community forum use. If I am unable to resolve it this week I will purchase a support ticket.

Q1: Will the 3CX Windows app always try to reach the server using FQDN? Or will it try the internal IP address of our on premise (self-hosted) instance and then if it fails will try the FQDN?
Q2: Assistance with can't parse profile error, details in above post.

Thanks for taking the time to read this.