Single user can't connect remotely with Windows app

[usat]

I have an odd issue where we have a single user who is experiencing issues connecting to 3CX remotely. When they are in the office, everything works fine but if they try to use any outside wifi connections, their 3CX does not register. This is only happening on their Windows app. 3CX on their iOS device is not having any issues connecting. This is the only user who is currently experiencing the issue.

Any thoughts?

 

[HRMNY]

Try pinging the FQDN of the 3CX server from their computer outside the office. Does the IP returned match the public IP of the 3CX server?

 

[leejor]

Is the device set to use the tunnel?
Does the 3CX Firewall Checker all pass?
Have you checked the 3CX Activity Log, to see if there is any indication of their attempt?
Is their IP in the Blacklist?

 

[AWS2P]

is your PBX local on premise or cloud ?
How did you proceed exactly to provision windows app?
Can you check if FQDN is known in your App settings and not only local ip of PBX

 

[Alphabetic]

When that user is off site does the web client work?

if so, check your antivirus/firewall rules on the laptop for the app.

Maybe reinstall the app on the computer which should prompt firewall exceptions.

 

[JohnS_3CX]

Hi @usat

*Assuming that all the other users can connect just fine from outside*, go ahead and create a new test extension and send the user a welcome email.

Leave all the settings default - don't change anything in that extension.
Ask the user to provision the extension using the welcome email, but NOT from the office.

If this fails too, you might have to check the user's computer as it is most likely running something that is preventing proper communication with your PBX (hosts file/firewall/antivirus/VPN?)