Network issue error with the new version of the desk top app (18.10.461)

[Phone systems NZ]

I have a customer that some (not all) of there pc's have an issue with the new release of the desktop app where it loses the network connection and then even though there pc still has a network connection or it comes back the desktop client will still not stop having the error showing of "Disconnected. Waiting for network". the client has to be shut down and opened again to get it working but it eventually goes back to this issue.

I have tried un-installing and re-installing. i have tried disabling the firewall and virus checker and also fully removing the virus checker just to see if that was causing it but still no luck.

Same customer had no issue with the desk top app that was with version 18 release 2 so after spending over an hour on site trying everything i could think of i now think that maybe there is a bug with the new release?

Has anyone else come across this yet?

 

[Charles_3CX]

Can you please let us and others know the details:
3CX Version, e.g., Standard Annual 18.0 update 4 (Build 965)
Server OS, e.g., Debian 10 / Windows Server 2019
Is the 3CX Server Hosted, and where? e.g. On-premises / Hosted in [AWS/Google/Azure/by 3CX]
Firewall checker passed/failed

and the version of your desktop apps with issues?

 

[Phone systems NZ]

3CX Version, Pro Subscription - 18.0 (Build 418)
Server OS, Debian 10 (NX32 Lite)
Is the 3CX Server Hosted, On-premises
Firewall checker passed

and the version of your desktop apps with issues? 18.10.461

the pc's are all on the local network to the phone system. As mentioned they have some pc's that work fine and some that don't. the ones that don't work fine all worked fine when the system was on 18.0 (Build 314) with the desk top app that went with that build.
PC's are all on windows 10.

I was working with there IT company and we could not find any difference in software or running programs that the pc's that were working and the ones that weren't' working had, and 2 of the ones not working were also different models of pc's.

I have eliminated a network switch/port issue as well as I ran my own laptop on there port signed in as the same user with no issues. On my laptop - disconnected network, message comes up, reconnect network message goes away as it should and desktop app works, on there pc after reconnecting the network error message stays and desktop app has to be shut down and re-started.

the Web client works fine, just not the desktop client.

 

[Charles_3CX]

Just to clarify your last note, if the webclient is open on same pc same extension the desktop app displays, connecting to network while the webClient remains connected?

 

[Phone systems NZ]

I did not try both of them at the same time but I will next time I go to site and let you know.

 

[Phone systems NZ]

I have just been in touch with the customer and yes when you run both of them at the same time the Web client works fine and just the desk top client faults.

 

[SteveITS]

This may not be relevant but recently a co-worker had a "flapping" issue like that occasionally on his home PC. He found event log entries about the network card...not exactly sure what since I didn't see them, but he replaced the card to resolve. Sounded like it was disconnecting/reconnecting multiple times throughout the day.

 

[Charles_3CX]

I have just been in touch with the customer and yes when you run both of them at the same time the Web client works fine and just the desk top client faults.

In this case start by removing the anti virus completely from one of the affected machines to test, make sure also that the firewall is also disabled, as this sounds more like a localized issue, if webclient works while desktop app does not.

 

[Phone systems NZ]

In this case start by removing the anti virus completely from one of the affected machines to test, make sure also that the firewall is also disabled, as this sounds more like a localized issue, if webclient works while desktop app does not.

I have already tried completely removing the virus checker. (it was in my first post) No change.

 

[creativeOne]

same issue on our side for version 18.0.5.418. We are rollbacking to previous version until 3cx fix

 

[creativeOne]

Here is a screenshot reported by our customer :

 

[JosIPVG]

@creativeOne Are you sure the desktop app is up to date ?
This issue has been reported on the forums past couple of days and was the result of the client being of a too old release for the newest version of the PBX to function with.

 

[creativeOne]

Yep, that might me the case. I see some desktop app with the wrong version (18.9.933). I will ask the client to update.

 

[SteveITS]

If the employee didn't log on or let the app update when 18u4 was installed, the app can't self-update from the u3 version to the u5 version. Fix is to uninstall and reprovision from the web client. Thread.

 

[Phone systems NZ]

Here is a screenshot reported by our customer : View attachment 32274

that is a different issue to what my customer is having and is easy to fix. Just reinstall the app for that issue.

 

[Phone systems NZ]

I have found the issue and a work around but looks like it could be a glitch with the new version of the desktop app as this did not happen in the old version.

what I have found and you should be able to replicate the issue in your lab is:

- If the network card has both a Preferred DNS server and an Alternate DNS server entered it causes the issue. you should be able to disconnect and re-connect your lan cable and not have the desktop app reconnect.

if you remove the alternate DNS server then the app will reconnect.

Please can you look into this now and see if it can be fixed.

Thanks.

Edit: i just did some further testing on the DNS settings and it might not be if you have a Alternate DNS entered that is the issue, looks like it may be if you have 8.8.8.8 or 8.8.4.4 set as either of your DNS servers that is causing the issue.

Also just in case it makes a difference, the phone systems I was testing with (both in my own office and the customers site) have there dns set to 8.8.8.8 in the 3CX settings (on prem)

 

[SteveITS]

Is this on a Windows network domain? Unlike *nix Windows does not process DNS in order, it uses "last known good." So if it is a PC on a domain, and the local DNS is the Windows DC, and the second is 8.8.8.8, then if it ever makes a request to the DC and fails (server reboot, etc.) it will use 8.8.8.8 from then on. That will cause any local domains to not resolve...random slow logins, login failures, group policy failures etc.

 

[Phone systems NZ]

Is this on a Windows network domain? Unlike *nix Windows does not process DNS in order, it uses "last known good." So if it is a PC on a domain, and the local DNS is the Windows DC, and the second is 8.8.8.8, then if it ever makes a request to the DC and fails (server reboot, etc.) it will use 8.8.8.8 from then on. That will cause any local domains to not resolve...random slow logins, login failures, group policy failures etc.

My pc in my office is not on a windows domain. Also found it does not matter if 8.8.8.8 is the first or 2nd DNS or even the only dns entered in the network settings. If it has it as either or even the only one I can replicate the issue.

 

[Phone systems NZ]

3CX have you managed to replicate the issue?