Solved QR Provisioning Failed on Samsung Galaxy S10 (3CX App v20.2.0.13)

[MarkCSUK]

Dear 3CX Support Team,

I am reaching out regarding an issue with one of our users who is unable to reprovision their 3CX app using a QR code. Below are the details of the issue:

User and Device Information:
Device Model: Samsung Galaxy S10
Android Version: 12
3CX App Version: v20.2.0.13

Issue Details:
The user recently lost their provisioning on the 3CX app. When attempting to reconnect and reprovision the app using the QR code, the following error message is displayed:
"QR Provisioning Failed."

Server Information:
Server Type: Local onsite server
Operating System: Windows 10
3CX Version: v20.0 U4 (B487)
Server Status: Online and functioning normally

Troubleshooting Steps:
Verified that the server is online and operational.
Confirmed that both the Admin Web UI and User Portal Web UI are accessible both externally and internally, using both admin and user credentials.
Tested other connections to ensure server reliability.
Despite these confirmations, the user is still unable to reprovision their app.

Request for Assistance:
Could you please assist us in diagnosing and resolving this issue? Specifically:
Are there any additional logs or diagnostics we should check on the server or the user's device?
Could there be compatibility issues between the 3CX app version and the server version that might cause this error?
Are there any alternative steps to reprovision the app apart from the QR code?

Please let me know if further details or logs are required to facilitate troubleshooting.

Thank you for your assistance.

Best regards,

Mark.

 

[MarkCSUK]

*bump*

 

[bitn2]

Can you reach the webclient from this phone?

 

[MarkCSUK]

I've asked the user to try.

 

[NicholasP_3CX]

Assuming they can reach the web client from their phone, this would indicate that they have a HTTPS connection, they will need to log in to their web client from a computer and get their new QR code.

Do note that the QR code is only single use, so if they have a saved QR code this wont work. They will need to get a new QR code from their web client. Just click the QR code button at the top of the web client, or from the admin interface under the user.

This will generate a one time QR code for them to use.

 

[MarkCSUK]

Hi Nicholas,

Yes I've resent the welcome email and had him reset his password each time. Every time, they are able to log in to the portal to get the QR code - they scan it and then immediately get the error message "QR provisioning failed." and a list of possible causes on their phone and it goes no further.
All was working - they got thrown off and now can't reconnect so I was thinking it might be OS or App related.

I think if I can confirm as @bitn2 suggested that the portal is accessible via the phone browser it should clarify if its a connection issue.

 

[MarkCSUK]

Thank you @bitn2 that helped - the user was unable to connect to the portal - I tried from my phone and wasn't able to either - it seems the firewall at the customer end took against a range of IPs, I've unblocked them and it is now working for me - I have asked the user to try logging in to the portal on his PC and scanning the QR code again.