Strange Issue with the Admin\Users tab on (some) v20 systems all of a sudden...

[bcarrico]

... it doesn't work. When you login, click Admin and then Users, it sits there for a few seconds and then reverts back to https://fqdn./#/people.
I've rebooted, run a DB Maintenance job, and I just tried to apply the latest beta update 4 (was on U3). all the same result.
Logged a ticket with 3CX Support. They want HTTPS access to the system. We have 2FA enabled and Allow List restrictions, so this is going to be fun because I can't access the Users tab to kill the 2FA or even create them a temp new account to use.

Anyone else run into this issue? It's not all systems. Just a few.

 

[AndreasPo_3CX]

Hi @bcarrico,

I think I found the ticket you opened with support (Title: Cannot view users) please let me know if this is not the one. From what I can see in the information you provided there, there is an FXS device that is configured using a custom template.
The device in question seems to be a Grandstream WP820.

1. Please edit the device from Voice & Chat section
2. Remove the users from it and save.
3. Then try to go to Users.

If you can now open the users section this means that this device was using a custom template that was in the default template directory. When the system was updated, this template was deleted which what is causing the issue you are seeing, because the users are assigned with a phone that there is no template for.

If you need to create a custom template for an FXS:

1. Go to Advanced >> Templates >> DECT / FXS Templates
2. Find a template that mostly matches the one you want to create and click "Copy".
3. Now edit the copied template.
4. Then use that template to provision devices with it.

In your case where the device is not in our default templates, you can copy any template and replace the whole content with the custom template.

This way, your custom templates will not be deleted on update.

 

[cgremminger]

Hi @AndreasPo_3CX,

That worked and the users tab now loads! Thank you for the help on this issue. I hope this can help other partners if they face the same issue.

 

[bcarrico]

Hey, that worked. Thank you guys so much.

 

[AlexACS]

Just wanted to +1 and say thank you, I also had this exact problem with the Grandstream WP820 on a couple of upgraded clients, quick fix. Cheers

 

[tactico]

likewise - thank you. It wasnt clear that was the issue. Would never have guessed.