One user can't see online users or set status

[MikeyTK]

One of the users on my instance is showing some very strange behavior in the Windows destop app.

Basically, they are able to make and receive calls as expected, with essential features working, but a small handful of things are not working properly:

1. The status dropdown in the top left of the window is blank and shows no selectable options when clicked
2. The status list which should contain the list of online users in groups the user is a member of is blank. (They are able to search for users, and the search list shows the proper online status for the users searched)
3. Updates to the user's extension details (say, changing their name) on the server side do not take effect on the app, even after an app restart. It takes a re-provision with a new welcome email for these to be seen.

I have no idea where I'd begin troubleshooting this, especially given that the user can make and receive calls and is otherwise able to work.

Any ideas?

 

[jhendrickson]

Visibility is established in a few places for an extension. I'd check their group memberships (are they in the proper groups (default, department, etc) For the groups they are in, are they manager or user?
It sounds like those base groups are properly configure if everyone else sees each other, but are there individual settings on the users rights tab that prohibit visibility of others to the impaired extension? (Can see group members, can see group calls if needed).

I'd check the users extension settings in the web client as well.
In settings -> Personalize -. Group presence
Has the user disabled all of their groups visibility? In status view, have they unchecked show unregistered? this may affect how they see extensions when the extension is prohibited from viewing the status and presence of other extensions.

Thats where I'd start, but a lot of others may say to cehck the app, or even reprovision the app (just resend the welcome email and then re-run the config file that comes with it).

 

[Alphabetic]

Ensure you're running the latest Windows app client.

Then disable the firewall (Windows or AV Firewall) and try changes.

 

[JohnS_3CX]

Make sure that both your PBX and App are updated to ensure they are compatible with the each other.

You can always create a fresh extension leaving all settings default, and provisioning it on the same PC to use as a control against the one that misbehaves. This should help make it more clear as to whether the issue is on the PC or the extension settings, and then you can follow that trail and check accordingly