User drops to 'Not registered' state when browser tab not in foreground

[richard.maunder@younergy.]

Hi

We have this strange issue that impacts a single user on the PWA + web client. Repo:
1. User connected / logged as normal at https://xxx.yyy.zzz:5001/webclient - they show as Available
2. User puts the 3CX browser tab into background - i.e. starts working in another browser window or tab
3. After 10-30 mins the user drops to status of 'Not registered' and stay like that
4. The moment the user brings the 3CX back to foreground (clicks on it in bar) they reconnect back to available state.

This only happens with one user, running Windows 11 and Edge browser, on local office network. Other users with same/very similar setups have no issues at all.

I see talk of a 30 min registration timeout on 3CX : https://www.3cx.com/community/threads/sip-registration-timeout-failure.12961/
So my assumption here is that some code that should run in browser in background, to keep this user registered and connected is blocked when tab is in the background.
Once it comes foreground it can run again and the problem goes away.

If this was a general Edge / configuration issue I'd expect to turn up many mentions of it, but I can't find anything that sounds like the same issue.

Any suggestions? For now I'm going to get user moved to use Chrome for 3CX at least to see if that cures the issue / narrows the problem down at least..

Thanks

Richard

 

[JohnS_3CX]

Hi Richard,

This is normal, and will happen when you close the PWA or webclient tab too.
Calls going to the PWA / Webclient are delivered via PUSH.
So even when they don't appear registered, the browser is still listening for calls.
https://www.3cx.com/blog/docs/pwa-push-notifications/

Just make sure the user clicked the bell icon and has allowed notifications, as this is a critical step to keeping PUSH active.



With this enabled, the extension will stay registered.

 

[richard.maunder@younergy.]

Hi John

Sorry but this absolutely does not match what is happening here:

- The browser / browser tab is not closed, just navigated away from - user is doing something else but it stays active
- Calls are NOT delivered to a user in this deregistered state. Everything goes straight to voicemail - internal or external
- When in this state the user vanishes from all groups in the Team search tab they are in. You can only find them by explicitly searching by name
- This issue only happens to this one user. All other users can happily swap to doing other things without issue. They all stay visible and available during this time. I've never seen any other user enter this deregistered state unless they really stop browser complete / turn off their machine

On your point about the bell icon - where is this visible. If I look at my equivalent on toolbar on Chrome/Mac I see the Apple logo instead.

[You seem to be desperate to prompt me to install the desktop app (even though in many cases this isn't really required or helpful]
'

Thanks
Richard

 

[richard.maunder@younergy.]

Hmm ok so for my last question - the bell disappears after you've allowed notifications. Removing the permission made it re-appear. This is a bit of a quirky UI design as normally you'd keep the icon present but show an active / deactivated state.

Doesn't explain why you think it's helpful to have a action like installing the desktop app rammed into the UI bar at such a prominent place is a good idea? Especially as you emphasize that in many cases the PWA/browser client is quite adequate.