No incoming calls on app after PC sleep

[Vahur]

If 3CX Windows Client (diffrerent versions, currently v 16.3.0.220) is running when PC (different devices, Windows 10 64bit, different builds) goes to sleep, then after waken client seems to be on normal state, but it will not ring nor showing any incoming call anymore. Calling out is possible. Solution to get incoming calls working again is restarting or manualy re-register the client.

 

[ChrisC_3CX]

To get a bit more info:

• Is this issue only affecting one specific PC or more?

• If more than one, do the PCs have any configuration commonalities such as same domain, same antivirus software, or anything else that might be contributing to the issue?

• When the PC goes to sleep, does it get removed from the "Management Console >> Phones" section?


• If yes, when you wake the PC, give it at least 5 minutes without doing anything and check the "Phones" section again. Does the 3CX Windows App reappear on its own or not?

• Check for any power management options that may be causing this issue. Check under Device Manager >> Network Adapters >> Right click the network adapter and click on Properties. Select the "Power Management" tab and uncheck the "Allow the computer to turn off this device to save power".

 

[Vahur]

Windows App will be lost from Phones selection for a moment and then appears duplicated - with IP from before sleep and after sleep (PC get new IP after sleep). App itself shows no error, I can make call with it. If someone tries to call me, they get busy signal. All network traffic is working without problems. Seems, that there will be mess with IP's. When I make a call from app on that after sleep state, there are old (.159) and new (.164) IP's shown on log:

 

[ChrisC_3CX]

There's a pretty good chance the fact that the IP changes in between is the cause of the issue or at least related. As a test, could set a static IP to one of the PCs and try to reproduce the issue one more time?

 

[Vahur]

I got same type of app functionality lost after disconnecting my cable connection and connecting with WiFi, when I was moving from docking station to another location on office. Also I noticed, that there will be period after laptop wakes up, it uses only WiFi network, until cable connection on dock will be initialized and PC will use it as higher priority network and IP address will changed. Strange, that app will not get correct state after registration timeout, but it needs to use Re-register manually from app menu or use app restart.

 

[ChrisC_3CX]

Changes to the network adapters while the app is running will have this effect. It is the same reason we recommend establishing any VPN client connections before launching the 3CX Windows App.

I'd recommend first confirming that setting a static IP does fix the issue, and if it does, maybe look into configuring your DHCP server to accommodate for this by doing something like increasing the lease time.

 

[Vahur]

I must use my laptop on different networks, with Wi-Fi and cable. Also there are no possibility to fix IP aadress on PC or (nice) way to assign same IP address to two different MAC addresses from DHCP (for Ethernet and Wi-Fi), it will cause an IP conflict. At last I know what causes that problem now. That knowing unfortunately doesn't help me to remember manually Re-register app after closing the Lid. Why is automatic re-registration acting after Registration timeout differently from manual Re-registration button from app settings?

 

[ChrisC_3CX]

We actually tried to reproduce the issue but was unable to. The 3CX Windows app continues to receive the call even after the PC has switched to a wifi connection with a different local IP and after it has awoken from a sleep state.

Are you able to replicate the issue without the PC going to sleep mode?

So let's say you do the following:

1. Have the 3CX Windows App connected and working while the PC is connected with a cable with IP address 1.
2. Connect the PC to a Wifi connection and get IP 2.
3. Disconnect the cable and leave only wifi connected.
4. Try to make a call to the 3CX Windows App.

Do you get the same behavior or does it work?

 

[Vahur]

1. Cable connected - everything work as needed.
2. Cable down, wifi will connect automatically - app shows "no connection with server" for some time and then seems to be working. Incoming call is not working on app. Phones list is showing app in two entry - with old (cable) and new (wifi) IP.
3. Reconnecting cable - wifi off. Old IP will be assigned. Incoming call are not shown by App.
Only solution is manual Re-registration from app menu.

 

[ChrisC_3CX]

Thank you for the update!

I'll PM you for more information regarding this issue.