Web meeting disconnections

[Ronin]

Hello,

Since yesterday, web meetings are being automatically ended after a period of time.
I have noticed the same issue while being connected to 4 different web meeting servers.
3cx services have been restarted but we still get the same error.
The 3cxwebmeeting.log shows the following information when the meeting ends:

2022-09-20 09:53:10.8687|INFO|McuRouter.WsTransportNative|(eu016-fra.3cx.net) TX: {"notification":"sessionend","action":"ack","id":201079099,"error":""}
2022-09-20 09:53:10.8798|INFO|McuRouter.WsTransportNative|ConnectAsync.Loop: WebSocket Closed
2022-09-20 09:53:10.8798|ERROR|McuRouter.RemoteServiceSession|eu016-fra.3cx.net WebSocket Disconnected - ReceiveAsync Error
2022-09-20 09:53:10.8798|INFO|McuRouter.Mcu|MCU eu016-fra.3cx.net:443 disconnected (Service Channel Stopped)
2022-09-20 09:53:10.8798|INFO|McuRouter.Mcu|New MCU created: mcu-wmr-eu-21613.3cx.net
2022-09-20 09:53:10.8798|INFO|McuRouter.Mcu|New MCU created: mcu-wmr-eu-21617.3cx.net
2022-09-20 09:53:10.8798|INFO|McuRouter.RemoteServiceManager`1|Service removed: eu016-fra.3cx.net
2022-09-20 09:53:10.8798|INFO|McuRouter.RemoteService|RemoteService eu016-fra.3cx.net:443 stopping...
2022-09-20 09:53:10.8798|INFO|McuRouter.RemoteService|RemoteService eu016-fra.3cx.net:443 stopped

 

[LeonidasG_3CX]

Hi there,

All meetings end automatically after ~20 hours. This is expected behavior.

On top of this, if the user is alone in the meeting for 2 hours, he is prompted via audio and pop up notification that the meeting will close due to inactivity in 2 minutes in order to save the user resources. The user can cancel this inactivity timer by clicking the appropriate button on the pop up that allows him to continue to be in the room alone.

This is all expected behavior. Keep in mind that if you restart the PBX services, all meetings are automatically closed. If you have automatic updates or perform a manual update, this will restart all services and close all meetings. With the recent release of Update 5 of the PBX, it's possible this might be what you've noticed.

Let us know.

 

[Ronin]

Hello Leonidas,

Indeed what you described, was the test I made. I was not familiar with the 2 hours rule.
Nevertheless, our users still have the issue and they are not idle for 2 hours.
The web meetings disconnect people at random intervals or 80% of the people.
When the users that are still in the meeting try to leave it, it takes about 6-7 seconds in order to do so.
We just had the same problem in a conference. Could I send you the longs to check it?

 

[LeonidasG_3CX]

Hello Leonidas,

Indeed what you described, was the test I made. I was not familiar with the 2 hours rule.
Nevertheless, our users still have the issue and they are not idle for 2 hours.
The web meetings disconnect people at random intervals or 80% of the people.
When the users that are still in the meeting try to leave it, it takes about 6-7 seconds in order to do so.
We just had the same problem in a conference. Could I send you the longs to check it?

Please PM me your:

1. PBX FQDN.
2. Create a test meeting and please send me the Organizer link.
3. What Zone/Region is configured in PBX > Settings > Conferencing > Conference Location.
4. I need the 3CXWebMeeting.log that would contain said disconnections. Whilst there's always one in the log folder, this log gets replaced everyday with a new one and the previous day's data is lost. I'm gonna need the log containing said disconnections to see the reason for the disconnections.

If you are able to reproduce one of these disconnections, take the 3CXWebMeeting.log and also give me the Organizer link for the meeting that had the disconnection & the time this happened, it would help a lot.

Keep in mind the 2 hour rule only applies if you're completely alone in the meeting for 2 hours and that it clearly notifies you with a sound & a dialog counting down for 2 minutes before the meeting is closed. If you respond to the prompt, the meeting continues.

Meetings with more than 1 user inside are not affected by this 2 hour rule.

 

[LeonidasG_3CX]

I've taken a look at our disconnection timers and found no issues. Everything seems to be working correctly here without any weird behaviors.

What you're experiencing must be something else. Would be worth checking logs for service restarts in case another admin is restarting the critical 3CX Gateway Service or other services whilst meetings are running or if someone in your meetings is "Ending" the meeting instead of leaving.

It is extremely difficult to get disconnected from a meeting otherwise.

 

[LeonidasG_3CX]

Hi @Ronin

We've taken a look and have seen that mostly one person is getting timed out due to network issues on their side.
I've sent you more info in a PM.

The user needs to ensure their connection is stable.

 

[Ronin]

Hello @LeonidasG

Thank you for your help. We had no issues in the last 10 days.
Although, 1-2 times per day there's a switch that loses connection (possibly when under full load) and I believe this could have lead to the web meeting problems.