Webclient cannot log in on single PC

[RadyAir]

3CX Enterprise 32SC - 18.0 U7 (312) running on AWS with hot failover (never used but tested once successfully)

We have several users with problems registering correctly on their smartphone 3CX app from Home wifi. works fine in the office.
This user described below is one of those users - I will make a separate post regarding smartphone issue.

This Post - we have one user, ext. 424.
User cannot log in from Home using Webclient on PC. says "Incorrect username or password".
We can log in as this user, same credentials, on several other PC's in different locations, but not at this home.
Edge, Chrome, Firefox all tried.

We are able to log in as other users from this users' PC at home. Make and Take calls no problem from this PC at home.

I've been trying to find something different about this user in the logs, etc.
Exported entire list of 72 registered extensions for comparison, but this user is normal - no obvious differences.

They did report IP Blacklisted once this week, but it cleared by itself.

Is there anything in the system/support logs I can look for?
Is there a way to determine which public IP is trying to register to the webclient or smartphone app? they just show 127.0.0.1 in the logs I see.

Thanks in advance for any ideas.

 

[SteveITS]

Have the user browse to checkip.dyndns.org or similar to find their IP.

I was going to mention the 3Cx blacklist but then other extensions would not be able to log in on that PC… That would also seem to rule out a firewall or DNS issue.

 

[JohnS_3CX]

User cannot log in from Home using Webclient on PC. says "Incorrect username or password".

Please confirm if the URL actually had "/webclient" at the end. It's an easy one to miss.

We can log in as this user, same credentials, on several other PC's in different locations, but not at this home.
Edge, Chrome, Firefox all tried.

Also try the opposite, log in as a different user from that same PC.

 

[RadyAir]

Please confirm if the URL actually had "/webclient" at the end. It's an easy one to miss.


Also try the opposite, log in as a different user from that same PC.

yes, we have already logged in, on that user PC, as my own extension, registered correctly and made test calls.

We are able to log in as other users from this users' PC at home. Make and Take calls no problem from this PC at home.
Also this test eliminates the incorrect webclient URL as a problem.

Further work since original post:
we created and assigned a different extension 422 for this user, with same email address (changed 424 email to something else)
and the same issue occurs:
we can log in to 422 elsewhere
the user cannot log in to 422 at their PC at home.

I will be digging further in the logs and post again on this issue.

 

[JohnS_3CX]

we created and assigned a different extension 422 for this user, with same email address (changed 424 email to something else)
and the same issue occurs:
we can log in to 422 elsewhere
the user cannot log in to 422 at their PC at home.

- And you can now login to 424 I imagine? So the issue migrates along with the email?

- How do you login by the way, ext+pass or email+pass?

- Or do you use Google / M365 login?