Result search box is blank after full update server and clients

[Chuckd]

Hi have multiple windows clients have problem with search in presence and history.
The seach box (white) the result is blank.
After quit the application and restart the problem is solved.
Next day the problem come back again
Do you have an idea ?
Thanks


Enterprise Annual
16.0.5.612
client version
16.3.0.144

 

[JohnS_3CX]

Hi Chuck,

Can you perform the following test please and let us know of the results?

1. Pick one user that consistently has this issue
2. Uninstall the client entirely, and delete anything remaining in C:\ProgramData\3CXPhone for Windows\
3. Restart the PC, and reinstall the client and provision it again
4. Monitor for a while and see if you have improvement

Also please describe how the users connect (ie. Local PBX with locally connected clients? Cloud PBX? is there a VPN involved?)

 

[Chuckd]

Hi JohnS,

I had reinstall all withou restart pc and delete content on 3cx phone folder.
I try this tomorow.

Thanks.

All client is on Home work and 3cx tunnel on promise pbx.

Thanks

 

[JohnS_3CX]

Thanks, let us know how the test goes.

The Home workers have VPN enabled on their PCs or just connect to the internet normally?

 

[Chuckd]

Fortinet ssl vpn
I check the vpn log and internet log and all is good.
In office and out office is the same dns. Is it good ?

 

[JohnS_3CX]

Hi Chuck,

I suspect that the reason it stops working sometimes is because the app was already running, and then the VPN connected and "broke" the network path that the app had discovered.

To replicate and confirm:

1. Start the 3CX Windows app, ensure it works
2. Then, start the VPN and wait for it to connect successfully
3. Now, check the 3CX Windows app again and see if the search stops working

If the above is true, the solution would be to first make sure the VPN is running before the 3CX App is launched.

 

[Chuckd]

Hi JohnS,

The vpn connection is the problem.

If the vpn is connected before start provisionning the client connected with the ip local.
After disconnected the client search the network the presence and history not work.

If i change the in office for : 10.10.10.8 (Local address) versus dns name the disconnection is most clear.
After 30 seconds the tunnel is establish and the presence work again.

What's the best practice for the same dns name in office and out office ?
If i don't authorize the 3cx in the vpn is it the good solution ? All connection is with the 3cx tunnel.

Thanks

charles

 

[JohnS_3CX]

Hi Charles,

If you don't let it run under the VPN, it will simply connect via the public FQDN and work normally as if no VPN exists.

If you want to use the VPN, you can do so as long as you launch the app after the VPN connects.

I think when you changed to the IP directly, you bypassed the DNS entirely and forced a reconnect hence it worked.

 

[Chuckd]

Before update the reconnection was more effective
When the vpn disconnect the 3cx reconnect after 5 seconds.
After update the reconnection is not automatique (He lost presense and history)


what do you suggest ?

1- Remove the policy 3cx in vpn (All time 3cx tunnel)
2- Change dns for local ip
3- Wait for new update

 

[JohnS_3CX]

At the moment i think it would be the easiest and more effective to go with option 1.

 

[Chuckd]

Thanks ! For now the problem is solved !

Chuck