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Jabra issues since last update

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Tyler.Calhoun

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Hi,
over the weekend I updated our 3CX to version 18.0 (build 418). The desktop clients are on version v18.10.461.

Since then all users complain about problems with the Jabra 930 headsets. Sporadically calls can not be accepted.

Is this problem already known?
Is there a downgrade possibility to an older client version?
 
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Well, again 3CX app auto updated itself on the server and was pushed to the users computers... No possibility to see if my problem is solved by downgrading the app...

@JohnS_3CX any news in your team?
 
Hi,
do the problems also occur with the web client?
I am currently testing the PWA.
We need to somehow isolate the problem.

Edit: did you disable automatic updates?
 
Hi,

I didn't disable auto update since for me the client update wasn't concerned... Is it?

PWA is not working correctly for me: doesn't react if a call arrives while PWA is closed. Didn't try webclient directly, but problem would be the same (if browser closed: no call pops)... Our users are not top-level IT users, I can't ask them to use a system not fully operational.
 
you need to disable the automatic updates

1668589365517.png


EDIT:
We are not supposed to use the PWA permanently.

Only to help 3CX to identify the bugs.
 
Last edited:
Any update on this?
 
Tyler.Calhoun said:
Hi @JohnS_3CX ,
thanks a lot for helping us with a troubleshooting:). Really cool.:cool:
I'll try to describe the problems in detail. Together we will definitely get the problem solved.

I can only describe the failures that have been reported by our users. We only use Jabra headsets and Snom M900/M70. I can't say anything about Yealink.

There are two problems.
1. sporadically answering and hanging up via the headset button does not work. The green button in the dialer always works.

2. calls are lost.
After several analyses I noticed that the calls are not lost at all. I describe now:
- An employee accepts a call. No matter if by headset or dialer.
- The call is conducted normally.
- Spontaneously the call is ended at the dialer.
- But the agent still has the status yellow.
- In the Management Console I also see the call as active.
- The caller doesn't hear anything anymore and hangs up at some point.
- Then the status of the agent also changes.

The call remains in the PBX and is not lost. Only the connection to the client is interrupted.

Screenshots:
A normal call
View attachment 32553
After a few seconds (between 2-30 seconds). Is the call disconnected
View attachment 32554
The agent retains the status Yellow
View attachment 32556
Click to expand...

This is fairly close to the intermittent problem I'm having. My issue only seems to be when I do an outgoing call. Besides my Jabra headset, we have two yealink WH62's, no problems reported there.

I use a Jabra Pro 9470, current firmware 4.7.0
Jabra Direct v: 6.5.31801

3CX running on Linux - Latest version 18 update 5
3CX Desktop App: 18.10.461

When I do an outgoing call, it will ring for a few seconds, and then will seemingly disconnect but according to the team presence, I am still yellow in the call. If I click the 3 vertical dots to drop the call and try again, it will work fine. Its intermittent but occurs constantly at the moment. I've tried reinstalling the desktop app and Jabra direct. Have also factory reset the headset. When the fault occurs, I check the Audio/Video settings and notice that the Jabra no longer appears an option for Ringer, Speaker, or Microphone. If I close the 3cx desktop app and re launch it. They're all back again. The Green bar for headset integration is also always green.

Further more, in the main Jabra Direct application, Under the list of softphones, 3CXPhone is always not ready. No amount of closing programs or restarting fixes this. Microsoft Teams is ready, and Zoom will change to ready if I launch it. The preferred softphone further back in settings for Jabra direct is 3CXPhone. I have no issue using the button to pickup/end a call on the headset itself.

All of this makes me think there is some breakdown in communication occurring between the headset and 3cx, putting it simply.
 
Hi,
the development team is working on a solution.
Unfortunately, the issue is difficult to reproduce and does not seem to occur with all 3CX customers. Of course, without a persistent error, troubleshooting is not easy.

With the next version, the problem will probably be fixed.
 
Maybe you guys should reach out to Jabra seeing as you spent a fair amount on headsets from them. Jabra is third party supported. We just package their WebHID driver and dont touch it. So call their support and see what is going on in stead of always assuming its a 3CX issue. We have asked them to test each build we make but they refuse to do it. We are not going to test each build against all their headsets.

Now the fact that the more recent electron might or might not make a difference is not the point as we are just bundling the latest chromium and other updates, maybe there is an issue there.

So call up Jabra support and ask them to troubleshoot and test.

Now yealink tests their headsets against each of our builds and proactively fixes and reports issues.
 
Hi Nick,
thank you so much for joining the thread.

I contacted Jabra support first. Unfortunately, I didn't get much help there. I was told by the Jabra team that nothing has been changed on their end and there are no issues with other Electron applications.
Support told me that if it was the Jabra drivers, I could just disconnect the power and USB cable and see if I could reproduce the call loss that way. This would simulate a loss of connection from the app to the headset.

However, I can't reproduce the error that way, unfortunately. The call continues, and the dialer does not terminate the call.

Since I didn't get much help from Jabra, I was really glad that your team is so helpful and really put a lot of energy into troubleshooting. Maybe it is possible to continue using Jabra hardware and find the issues.

If everything does not help, I hope it is possible to continue working with version 18.9.933.

Thanks to you Nick
and thanks to your whole team
 
Hi Tyler - Thanks for the follow up and for contacting Jabra. It is for this reason that we prefer Yealink headlinks to be honest and that is why Jabra are Third Party supported and have been for several years.

I dont see how disconnecting the device prooves that its a 3CX issue by the way but when there is more time we will check it out. We only have limited devices here of course and they work fine. This is 100% something for jabra to troubleshoot based on the drivers you have installed and the hardware you have and give us more detail what is going on.
 
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Believe me Nick, now I also prefer Yealink devices.
Unfortunately, when 3CX was introduced in our company, we bought 300 Jabra headsets. In the future, I will also replace defective devices with Yealink. Replacing them all at once is too costly ;)
Meanwhile I have contact with some 3CX users and Jabra is in use in many companies. That's why I was hoping to find a solution together with you guys. I regularly send logs to the support team and the cooperation is incredibly good.

I want to say again that I don't blame you guys, but somehow hope for a solution.

Jabra support apparently will not help you developers or us users
 
I understand your predigament. I cant believe how Jabra treats someone who purchased 300 headsets like that. Jabra made much more out of the devices then we do from the license :)

What we are looking into is if we can make a button from the 3CX app to make calls on the web client. This would mean you can use any headset out there in combination with 3CX, they dont even have to be specifically for UC clients which generally pushes up their price by about 300%
 
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Hi @Nick Galea

Please note we also encounter the same problem with Yealink integration... I can understand your preference for Yealink products, but right now, they're not better in our situation. This is why I think something is going bad into 3CX desktop app, problem appeared simultaneously on both Yealink and Jabra integrations in v. 18.10.461.
 
I agree with DSI_RM - we have been experiencing issues with the integration since the latest 3CX update with yealink headsets (WH63).
 
I also agree with DSI_RM, there is something weird with Desktop App 18.10.461. We had to downgrade by the moment desktop Apps for 3 customers of us that use Yealink because they were having problems daily. And, what is worse, we had to turn off Automatic updates what can become a security breach in the future.

All headsets we have seen reporting disconnection problems, or lack of sound, are Yealink WH-6x and Jabra 930 (Jabra problems are still stranger since put phone calls on hold or transfer).
 
OK, we have received a fix from jabra and we will put this in the next build. In regards to yealink, yes with multiple calls there is an issue and this is fixed also in the next build...
 
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Thanks Nick. That´s good news. ;)
 
when is the next build being released?
 
Yes, when can we expect it? It's no fun for our customers if the customer conversations keep getting lost. Strange that this only occurs since hotfix 5 and then supposedly the fault lies with Jabra ...
 
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