Softphone disappearing when open on secondary screen

[JonnyS]

I've had a strange issue for a while on my softphone where if I have it open on any screen that isn't my primary screen it will intermittently disappear after either answering a call or making a call. After this I will be unable to get the softphone back on screen to hang up/transfer etc.

I've been living with this by simply keeping the softphone on my primary screen, however a customer has just reported the same issue and would like an actual fix rather than a workaround.

Has anyone else come across this or know of a fix?

Thanks

 

[VasilisV_3CX]

Hi @JonnyS,

To confirm, you're using the legacy Windows Client? If not, can you tell me which client you are using? (or send a screenshot if you're not sure)

When it disappears do you still have the Windows Client icon on the taskbar? If yes, if you hover your mouse over it does it popup with a preview of it? If yes, right click the preview and click move. Moving your mouse will move the window.

 

[JonnyS]

Hi

It shows in my programs and features as "3CXPhone for Windows" version 16.3.0.220

No it disappears from the taskbar so I cannot use that workaround. If I have the secondary window (with the queue manager, receptionist view etc) open this will stay open and I can at least hang up a call from there, but it won't let me transfer.

I have to fully close the app from the app tray and re-open

Thanks

 

[VasilisV_3CX]

Hi @JonnyS,

Try and move the window to where you want it, then click Settings >> Exit Client. This will update the background files to tell the client where to open up.

Have you tried to uninstall the 3CXPhone for Windows and download the latest build from the customer portal? Once done, let me know if the same thing happens?

What type of computer is this being installed on, is it a laptop? If yes, does it have both an integrated and discrete graphics card?

 

[JonnyS]

Thanks for your reply

"Try and move the window to where you want it, then click Settings >> Exit Client. This will update the background files to tell the client where to open up."

This seems like a bit of an awkward work around, probably fine for me, not so much for my end user. I will try it however.

I've just downloaded the latest version.

On my laptop and the customer who reported the issue we both only have integrated graphics

Thanks

 

[VasilisV_3CX]

Let me know if this works for you @JonnyS. I can't think of anything off the top of my head that would solve this other than the method mentioned before. If I think of anything I'll let you know.

 

[JonnyS]

Hi

I have tried all the things previously suggested and it's still randomly disappearing both for me and my client. anything else we can try?

 

[VasilisV_3CX]

Hi @JonnyS,

Can you PM me when this happens again, provided it is within our business hours (09:30 - 18:00 GMT+2) I'd like to take a look at this remotely.

 

[JonnyS]

Thanks, will do