Strange issue where remote desktop clients are not able to pickup a call.

[uhs-roycruse]

Hi, Early days gathering evidence at the moment but im getting multiple reports of people unable to click the green answer button on the windows desktop app dialler when there's an incoming call. This is only affecting users working from home.

I am also being told this seems to only happen if the desktop app has been idle for a while - (i have done loads of testing after a user reports the issue and it works 100% but obviously not been idle for any length of time at that point)

They are using the desktop app client against the externally resolved ip address on our split dns so coming in through the firewall on the public ip.

I have done the firewall test in 3cx on our server and all checks out. I have also sat trawling through our firewall logs to make sure nothing is getting blocked.

I have tried enabling verbose logging on the activity log but the log for each call only seems to start when the call is connected i cant see logging information for signalling and user actions before the call has been answered, is this in a different log file ?

Any help appreciated.

 

[NickD_3CX]

Hi!

We have had a few other reports of this happening but so far we have not managed to home in on the source of the problem.

It was originally reported in the following thread, so I will lock this one to avoid duplicates:
https://www.3cx.com/community/threa...kup-from-call-queues-transfer-new-call.87312/

If and when there are any updates, we shall update the original thread.