Requested connection is not found

[dcorazon]

Hello,


I'm experiencing an issue for a user with the web app when they try to answer an incoming call. The console displays the message: "Requested connection is not found."


The user is part of a queue and is the only person in that queue.


We've checked the workstation’s network settings, antivirus, and firewall — everything appears to be functioning properly. I even ran a PingPlotter (continuous ping) to the server's FQDN from the user's machine, and when the issue occurred, there were no interruptions in the ping results, so the machine is clearly maintaining a connection to the server.


The issue can occur several times a day, or sometimes not at all. However, for the past two weeks, it’s been happening almost ten times a day.


The last time it occurred, I pressed F12. Screenshots are attached below.


Does anyone have any ideas on how to resolve this issue? Thanks in advance.

 

[KyriacosS_3CX]

Hello,

Is the PBX on premise or remote? Is there some difference in the DNS configuration of this users machines when compared to other in the same network (eg secondary external DNS)?

 

[paulodagraca]

Hello @dcorazon ,

Can you please check the date/time on the PC?
It should have a NTP server configured, to be on the correct second in time.
Hope this will help!

Paulo

 

[dcorazon]

Hello,

Is the PBX on premise or remote? Is there some difference in the DNS configuration of this users machines when compared to other in the same network (eg secondary external DNS)?

Hello,

The PBX is remote and Yes, there is another DNS, but the DNS configuration hasn't changed in a very long time. And nslookup using the 2 DNS servers gives the same IP for the FQDN.

 

[dcorazon]

Hello @dcorazon ,

Can you please check the date/time on the PC?
It should have a NTP server configured, to be on the correct second in time.
Hope this will help!

Paulo

Hello,

Yes, the machine is in an Active Directory and uses the AD server as the NTP server.

 

[KyriacosS_3CX]

Have you cleared all cookies/browser cache for this user, in case something is wrong with that? What if they use a different browser from the same PC?

 

[dcorazon]

Have you cleared all cookies/browser cache for this user, in case something is wrong with that? What if they use a different browser from the same PC?

I tested with Chrome and Edge, same result. And yes, I cleared all cookies in the browser.I deleted the second DNS to test. We'll see if it happens again during the day.

 

[dcorazon]

Hello everyone,


I wanted to give you an update regarding my issue. After switching to a new PC and reinstalling Windows (yes, a radical move), we no longer have the "Requested connection not found" error. However, we’re now facing a different issue.


During certain calls (it happens several times a day), when we click the button to answer, nothing happens as if the button is frozen or greyed out. The only way to get it working again is to restart the computer. This issue occurs multiple times throughout the day.


We also noticed (though this may not be related to 3CX) that sometimes we lose all sound in the headset. Even when playing a video on YouTube in a browser (regardless of which browser), there’s no sound. The device is still recognized by Windows, but no sound comes through. Again, a reboot is required to fix it.


I'm not sure if this is linked to 3CX, but that’s where things currently stand.