Hi,
Hopefully I can explain this with enough details as it is a bit of a strange one.
Our 3CX is self hosted and working fine for all other staff. I now have two staff who when then open the 3CX app on their iPhones, it just won't connect. Both staff have just recently had their home internet upgraded from FTTN to FTTP (based in Australia). For Staff1, no change of any equipment, for Staff2, they setup a new modem. This is through Telstra using the Telstra Smart Modems. Have tested this with both the Gen3 and Gen4 modems.
This is the pattern of what is happening:
When at home:
If connected to WiFi network - 3CX shows Connecting... and nothing else happen, simple won't connect
if they turn off the WiFi at home and switch over to the 4G network, the phone will then connect
The Mail App connected to an Exchange server also does the same (not connecting) on the WiFi but does work on 4G network
All other app, web pages, speedtests, etc work on the phone when connected to the WiFi - just 3CX and Mail to Exchange
If they go to another location and use the WiFi there, 3CX will connect and work successfully - nothing changed on the phone apart from being on a different network so I know the 3CX app is setup and working correctly.
What we have tried:
* Turning off IPv6 on WiFi network
* Testing with a different modem at home - made no difference
* Disconnecting all other devices off the modem/WiFi - made no difference
* There are no VPNs setup on the phone to cause conflicts
* Remove the account and add it back
* Uninstall the app and add it back again
It is very strange that it appears to be something very specific to the base connection at the house as everything else has been changed for them.
I have had somebody recently suggest checking into the MTU packet size on the modem - has anybody had issues with this on their setups?
Thanks
Dean
Hopefully I can explain this with enough details as it is a bit of a strange one.
Our 3CX is self hosted and working fine for all other staff. I now have two staff who when then open the 3CX app on their iPhones, it just won't connect. Both staff have just recently had their home internet upgraded from FTTN to FTTP (based in Australia). For Staff1, no change of any equipment, for Staff2, they setup a new modem. This is through Telstra using the Telstra Smart Modems. Have tested this with both the Gen3 and Gen4 modems.
This is the pattern of what is happening:
When at home:
If connected to WiFi network - 3CX shows Connecting... and nothing else happen, simple won't connect
if they turn off the WiFi at home and switch over to the 4G network, the phone will then connect
The Mail App connected to an Exchange server also does the same (not connecting) on the WiFi but does work on 4G network
All other app, web pages, speedtests, etc work on the phone when connected to the WiFi - just 3CX and Mail to Exchange
If they go to another location and use the WiFi there, 3CX will connect and work successfully - nothing changed on the phone apart from being on a different network so I know the 3CX app is setup and working correctly.
What we have tried:
* Turning off IPv6 on WiFi network
* Testing with a different modem at home - made no difference
* Disconnecting all other devices off the modem/WiFi - made no difference
* There are no VPNs setup on the phone to cause conflicts
* Remove the account and add it back
* Uninstall the app and add it back again
It is very strange that it appears to be something very specific to the base connection at the house as everything else has been changed for them.
I have had somebody recently suggest checking into the MTU packet size on the modem - has anybody had issues with this on their setups?
Thanks
Dean
