v18 Windows client - drop call / disconnect after 10 seconds

[andy.vdg]

We have the new V18 Windows desktop client running alongside the v16 desktop client (glad I did in case of issues).
Multiple users / myself included have experienced calls dropping/disconnecting after about 10 seconds.
It doesn't matter if it's an internal or external call.
This is across two different servers and users located in different geographical areas.
The calls do not disconnect when the v16 client or the mobile client is used. Only on the new v18 Windows desktop client.
Reports started coming in 2 days ago - nothing has changed at all on the server in a while now.
Any tips on how to troubleshoot this?

 

[VasilisV_3CX]

Hi @andy.vdg,

Where is the PBX hosted?

Do the calls drop in 10 seconds if you dial *777 in the v18 Desktop App?

 

[andy.vdg]

Hi @VasilisV_3CX
PBX is hosted in Google Cloud set up via the 3CX portal.

I've just called *777 from my v18 Desktop client from my Windows PC and it worked fine.
Also asked the other affected users and it doesn't disconnect them.
Theys still however have issues with the v18 client.
They have switched back to using the v16 client for the time being.

 

[VasilisV_3CX]

Hi @andy.vdg,

Has the PBX passed the Firewall checker?

Set the PBX to Verbose logging (Dashboard >> Activity Log >> Settings >> Verbose) and have a look at what's going on when receiving / making a call. If that doesn't help,

Install the 3CX client on a couple of mobile phones, scan the QR codes and try again, does it happen in that instance?

 

[andy.vdg]

Hi @VasilisV_3CX

Yes - Firewall checker passed - servers have been running for years.

Yes - calls from mobile phone apps are fine. I'm also running the Testflight version on my own phone without issues.

I'll look at the logs again.

 

[VasilisV_3CX]

Hi @andy.vdg,

Can you make a quick test with the Web Client? You should have the same results as the new Desktop App. Does the call cut in 10 seconds?

 

[andy.vdg]

Hi @VasilisV_3CX

We made quite a few test calls today with verbose logging on and no calls dropped anymore.
I'll leave verbose logging on for a while and have instructed everyone to let me know if it happens again.

 

[VasilisV_3CX]

Sure thing @andy.vdg, I'll await an update from your side.