Sennheiser D 10 and Yealink UH 36 hardware button does not work

[SuperTima]

Hi all,
This issue has probably been already reported, but I could not find any posts on 3CX forums so am creating this one.

A couple of our customers have recently reported an issue when their headsets would just stop picking & hanging up calls with the hardware buttons. It has happened at the same time with two different clients.
Here is their set up:
Windows 10 Pro computers running 3CX App for Windows (v. 16.3.0.255)
3CX license for both companies are different: one is using Standard (16.0.9), while the one is using Professional (18.0.1379)
Headsets:
EPOS Sennheiser D 10 USB ML-AUS wireless DECT headsets for the reception staff
Yealink UH36 wired headsets for other office clients
Each computer would have had the 3CX plugin installed - either Yealink3CXPlugin.msi or epos-plugin-for-3cx_v3.7.1.303.exe depending on what headset is connected.
EPOS Connect software (version 4.5.0.1295) is also installed as well as Yealink USB Connect (version 0.32.85.0).
Again, it used to work fine up until 2 or 3 weeks ago when users started reporting a problem when picking and hanging up the calls using a HW button stopped working.
Yesterday morning I spent over two hours trying to troubleshoot the issue with an EPOS headset but had no luck.
I've removed the 3CX app, the vendor's Connect software and the plugins from Windows using software which also cleans up the system registry and find other leftovers. Deleted all folders related to any of those programs from the Program Files and Program Files (86) system folders, as well as from the AppData folder.
Re-installed the software. Provisioned the 3CX extension. Made test calls - no luck.
I am going to talk to both EPOS (Sennheiser) and Yealink support teams, however, it is suspicious that both independent brands stopped working at the same time, right?
Could this be a Windows update which stuffed things up or would it be the 3CX app itself?
Please help!
Thanks.

 

[VasilisV_3CX]

Hi @SuperTima,

I've tested the Sennheiser D10 ML headset using the exact same versions of every application you mentioned above and I've found no issue controlling the calls with the hardware button. I've tested on V16 as well as V18 and have not found any issue.

Note that for the HW button to work, you require a PRO license and above. The STD license isn't able to make use of this feature. Have you actually tested the EPOS and Yealink headsets yourself on a V18 activated with a Pro License and they are not working? Or did someone just tell you that this is the case without you confirming?

 

[SuperTima]

Hi @SuperTima,

I've tested the Sennheiser D10 ML headset using the exact same versions of every application you mentioned above and I've found no issue controlling the calls with the hardware button. I've tested on V16 as well as V18 and have not found any issue.

Note that for the HW button to work, you require a PRO license and above. The STD license isn't able to make use of this feature. Have you actually tested the EPOS and Yealink headsets yourself on a V18 activated with a Pro License and they are not working? Or did someone just tell you that this is the case without you confirming?

Thanks for your reply, Vasilis.
Yes, I have personally tested the headsets on customer's site and confirmed the issue.
When you said "for the HW button to work, you require a PRO license and above" did you mean the 3CX license or something else?
The headsets USED to work for both clients up until recently: it was the end of May - beginning of June when they started reporting the issues; one company uses the Yealink headsets only, and they are on a Pro license with 3CX, the second company uses both Yealink and Sehhheiser (and they are on the Standard license with 3CX). The first headsets which failed to work were the Yealinks at both companies, about two or three weeks later the Sennheiser headsets stopped working.
Any thoughts?
Thanks!
Tim

 

[VasilisV_3CX]

Hi @SuperTima,

When you said "for the HW button to work, you require a PRO license and above" did you mean the 3CX license or something else?

Yes, I mean the 3CX license edition.

I'll PM you regarding a test I'd like to run.