Reconnecting in web conferences

[Ronin]

Hello,

We noticed that some times, participants can not talk/listen at the beginning of the conference and after some time they get disconnected.
We can still see all of the participants in the meeting, even the ones that are disconnected.
When the disconnected person tries to log in, he only hears the music on hold and he can not be reconnected.
This problem is more frequent on iOs & Snom Dect users.
Just before the update to the v18, everything was working smoothly.
Is this a known bug?

 

[VasilisV_3CX]

Hi @Ronin,

Can you define what you mean when you say they're disconnected? Does the call hang up? Do you still see an active call in the Dashboard?

Can you also doublecheck the firewall checker? Does it pass?

In the Management Console >> Settings >> Conference, have you selected a location closest to your physical location? Are the Snom Dect users in the same office as everyone else?

Are the iOS users using LTE or Wifi?

 

[Ronin]

Hello @VasilisV_3CX ,

1) The users just get disconnected (they don't hear anything).
2) The users that connect without a dial in function can not be seen in the Active call in the dashboard so I don't really know that.
3) Firewall checker --> This has to be checked on the afternoon but everything else works so I don't think there's a problem here.
4) We are located in Germany, so Europe is selected.
5) Snom Dect users are on different areas.
6) iOS users can not reconnect either with the iOS app, web client, dial in function both on 4G and WiFi.
This does not happen every time so it's not easily reproducible. Most of the time, people don't get disconnected and reconnection also works.

 

[VasilisV_3CX]

Hi @Ronin,

The users that connect without a dial in function can not be seen in the Active call in the dashboard so I don't really know that.

Snom DECT users would be dialing in, do they not appear?

iOS users can not reconnect either with the iOS app, web client, dial in function both on 4G and WiFi.

Are we talking about the iOS 3CX Phone App or the 3CX Video Conferencing App?

This does not happen every time so it's not easily reproducible. Most of the time, people don't get disconnected and reconnection also works.

How often would this happen? If you were to give it a % value? (or any measurement you're comfortable with) 30% of the time? 5% of the time? etc.

 

[Ronin]

Snom DECT users would be dialing in, do they not appear?

They never seem to have left from the conference. Other users can still see them online.

Are we talking about the iOS 3CX Phone App or the 3CX Video Conferencing App?

iOS 3cx app.

How often would this happen? If you were to give it a % value? (or any measurement you're comfortable with) 30% of the time? 5% of the time? etc.

I would say something like 5%. It's not so often, but it happens.
Also, some times there's this error message when people try to reconnect: "Meeting has not yet started".
We have tried waiting up to 5 minutes but still the same error: "Meeting has not yet started".
The solution to that is: The Organizer must "End the meeting" and start it again.
Then, reconnection is possible.

 

[VasilisV_3CX]

Hi @Ronin,

As this is a more rare occurrence, I'd suggest contacting our 3CX Support Team via your Partner when it happens so that they can get a copy of the generated support info and sift through it.

 

[Ronin]

Hi @VasilisV_3CX,

We got too many complaints today.
The problem got worse, maybe over 50% of the meetings have this problem.
If we can't find a solution soon, we'll consider the ticket option.

 

[NickD_3CX]

Could you do me a favor?

In the 3CX Management Console, go to the Dashboard --> Activity Log --> Settings and set 3CX to Verbose mode.
Then wait for the next Web Meeting that does this.
Once you finish the meeting, from the Management Console , in the upper-right corner click Support, then "Generate Support Info".

This will send you an email to the admin email address with a download link to the logs.
Upload them to a file sharing service of your choice (GDrive, Dropbox, WeTransfer, etc) and send me the download link in a PM.

Also along with that please send me the meeting link and the approximate time the meeting started.

 

[Ronin]

Hello,

Just an update:
You can follow this thread since it's the exact same problem: https://www.3cx.com/community/threads/3cx-meeting-report-is-sent-out-early.84080/

 

[NickD_3CX]

To avoid duplicate threads about the same topic, I will lock this one and all comments should be redirected in the thread mentioned above.