Solved Small update issue - Windows client update download fails

[Mr F]

Good morning,
Our on premises 3cx server is showing 1 update which is for the "Windows Desktop App" client
Our version number is

18.0 (Build 939)

When the release update is selected and the "Download Selected" button is clicked a "Downloading update(s)" progress window appears and after a period of time (under a minute) just dissappears and the update never succeeds - it still shows the outdated version.

Has anybody else experienced anything like this?

Thanks

 

[TheodorosG_3CX]

Do you see any error in the event log?

 

[Mr F]

Do you see any error in the event log?

No nothing for the time period of clicking the update download

 

[TheodorosG_3CX]

I would suggest that you check the management console log and check there is any error in the connection to the download server.
If you still experience this issue you can also create a support ticket for further investigation.

 

[Mr F]

Please could you point me in the direction where the management console log would be?

 

[TheodorosG_3CX]

You can create a support info(top right corner support) and check in the logs.

 

[Mr F]

I would suggest that you check the management console log and check there is any error in the connection to the download server.
If you still experience this issue you can also create a support ticket for further investigation.

I can see the events in the log file
Looks like it downloads the package correctly, although above this line it does show a forbidden when trying to access the hotfixes.xml

2023/11/08 09:29:37.576|18494|0054|Info|[ProductUpdater.Services.UpdateService] Building update list...
2023/11/08 09:29:37.699|18494|0054|Info|[System.Net.Http.HttpClient.Default.LogicalHandler] Start processing HTTP request GET https://downloads-global.3cx.com/downloads/v180/hotfixes/hotfixes.xml
2023/11/08 09:29:37.699|18494|0054|Info|[System.Net.Http.HttpClient.Default.ClientHandler] Sending HTTP request GET https://downloads-global.3cx.com/downloads/v180/hotfixes/hotfixes.xml
2023/11/08 09:29:37.724|18494|0054|Info|[ProductUpdater.Categories.FirmwareUpdateSource] Firmwares: checking for updates
2023/11/08 09:29:37.728|18494|0054|Info|[ProductUpdater.Items.DebianOSUpdate] Reading local version for Debian OS
2023/11/08 09:29:37.728|18494|0054|Info|[ProductUpdater.Items.CTIUpdate] Reading local version for CTI
2023/11/08 09:29:37.729|18494|0054|Info|[ProductUpdater.Items.CertificateUpdate] Reading local version for iOS
2023/11/08 09:29:37.729|18494|0054|Info|[ProductUpdater.Items.PhoneClientUpdate] Reading local version for Windows
2023/11/08 09:29:37.729|18494|0054|Info|[ProductUpdater.Items.WebclientUpdate] Reading local version for Webclient
2023/11/08 09:29:37.752|18494|0054|Info|[ProductUpdater.Services.UpdateService] Building update list...
2023/11/08 09:29:37.752|18494|0054|Info|[ProductUpdater.Items.DebianOSUpdate] Reading local version for Debian OS
2023/11/08 09:29:37.929|18494|0054|Info|[System.Net.Http.HttpClient.Default.ClientHandler] Received HTTP response headers after 229.6098ms - 403
2023/11/08 09:29:37.929|18494|0054|Info|[System.Net.Http.HttpClient.Default.LogicalHandler] End processing HTTP request after 229.7714ms - 403
2023/11/08 09:29:37.931|18494|0054|Erro|[ProductUpdater.Services.DefaultUpdateDefinitionProvider] Request to https://downloads-global.3cx.com/downloads/v180/hotfixes/hotfixes.xml has failed with message $Server returned 'Forbidden' when 'https://downloads-global.3cx.com/downloads/v180/hotfixes/hotfixes.xml' was requested
2023/11/08 09:29:41.163|18494|0067|Info|[ProductUpdater.Services.UpdateService] Starting update...
2023/11/08 09:29:41.274|18494|0067|Info|[ProductUpdater.Services.UpdateService] Updating Windows Desktop App
2023/11/08 09:29:41.274|18494|0067|Info|[System.Net.Http.HttpClient.Default.LogicalHandler] Start processing HTTP request GET https://downloads-global.3cx.com/downloads/v180/templates/clients/3CXDesktopApp-18.13.959-full.nupkg
2023/11/08 09:29:41.274|18494|0067|Info|[System.Net.Http.HttpClient.Default.ClientHandler] Sending HTTP request GET https://downloads-global.3cx.com/downloads/v180/templates/clients/3CXDesktopApp-18.13.959-full.nupkg
2023/11/08 09:29:41.503|18494|0059|Info|[System.Net.Http.HttpClient.Default.ClientHandler] Received HTTP response headers after 228.3895ms - 200
2023/11/08 09:29:41.503|18494|0059|Info|[System.Net.Http.HttpClient.Default.LogicalHandler] End processing HTTP request after 228.4953ms - 200

 

[TheodorosG_3CX]

This is expected to see. Have you tried to restart the services and make another attempt?

 

[Mr F]

No not yet,

A little further down the log im also seeing this although 3cx core updates have never been an issue previously

ProductUpdater.Exceptions.UpdateException: WARNINGS.UNABLE_REACH_UPDATES_SERVER
   at ProductUpdater.Services.UpdateHandler.LoadBinaryFileAsync(String relativeName, String target, CancellationToken cancellationToken, String md5hash, Int32 chunk)
   at ProductUpdater.Items.ElectronUpdate.UpdateFolderAsync(IUpdateHandler updater, String folder, CancellationToken cancellationToken)
   at ProductUpdater.Items.WindowsElectronUpdate.UpdateAsync(IUpdateHandler updater, CancellationToken cancellationToken)
   at ProductUpdater.Services.UpdateService.ProcessUpdates(IEnumerable`1 list, CancellationToken cancellationToken)

 

[TheodorosG_3CX]

In the logs you should be able to see the PBX that makes the contact to the downloads server(ignore the hotfixes url), if you receive this error when trying to connect you need to check your firewall.

 

[Mr F]

In the logs I can also see http codes 200 for the 3CXDesktopApp update file

2023/11/08 09:29:41.274|18494|0067|Info|[System.Net.Http.HttpClient.Default.LogicalHandler] Start processing HTTP request GET https://downloads-global.3cx.com/downloads/v180/templates/clients/3CXDesktopApp-18.13.959-full.nupkg
2023/11/08 09:29:41.274|18494|0067|Info|[System.Net.Http.HttpClient.Default.ClientHandler] Sending HTTP request GET https://downloads-global.3cx.com/downloads/v180/templates/clients/3CXDesktopApp-18.13.959-full.nupkg
2023/11/08 09:29:41.503|18494|0059|Info|[System.Net.Http.HttpClient.Default.ClientHandler] Received HTTP response headers after 228.3895ms - 200
2023/11/08 09:29:41.503|18494|0059|Info|[System.Net.Http.HttpClient.Default.LogicalHandler] End processing HTTP request after 228.4953ms - 200

To me the update is initiated, sent and recieved correctly.

 

[Mr F]

In the logs you should be able to see the PBX that makes the contact to the downloads server(ignore the hotfixes url), if you receive this error when trying to connect you need to check your firewall.

I can also see the downloaded file in /var/lib/3cxpbx/Instance1/Data/Http/electron/windows

In fact in this folder i can see 3 files:-

version.xml
3CXDesktopApp-18.12.425-full.nupkg
3CXDesktopApp-18.12.425-full.msi

Both of the above update packages are approx 90Mb in filesize

 

[TheodorosG_3CX]

The latest version is 18.13.959, you may also check here
So the latest is not downloaded. The log shows that the PBX started downloaded but it seems there is disconnection. I would suggest to check on your network.

 

[Mr F]

No apprent network issues found so far, invoking the url using wget on the 3cx box completes successfully as well

 

[TheodorosG_3CX]

You can create a ticket to the Technical Support to check further.

 

[Mr F]

Thanks for all your help so far, could you point me in the right direction on how to do so?

 

[TheodorosG_3CX]

From your customer portal you can select to create a support ticket.

 

[Mr F]

Thanks, Unfortunatley this may take a while due to having to purchase the support tickets, after working hours I will restart the services and retry then look into purchasing a "Ticket" and see if they can resolve the issue.

 

[TheodorosG_3CX]

Anytime, let us know the results

 

[Mr F]

There was a quiet time with no calls in use so I restarted the server and the update downloaded correctly.

Thankyou for helping me today!