Solved Webmeeting IOS app intermittent joining issues

[FridayIT]

Device Info
-------------------------------------------------------
Phone Model: Iphone 10 XR
Firmware Version: 14.06
Jailbreak: NO
Cydia Installed: NO
Weebmeeting 3cx app version 10.7.11.152
PBX version: 16.0.9 (latest stable)


Issue Info
Intermittent issues with joining 3cx meetings using mobile app

Connection: WiFi|3G - Issues replicated on both
Server: Internal|External issues replicated on internal and external networks.

Troubleshooting:

Recently some clients have reported issues joining meetings using the 3cx app. when attempting to join, the attempt is timing out or they are getting an "invalid link" message.

- Other client's using their pc works normally
- Confirmed the correct link is being used to join (the guest link not the host link)
- Issues seem to be intermittent, sometimes it works sometimes it doesn't
- we are using split dns, issues occur both on network and on LTE.

I know there are meeting improvements in V18, however we have not upgraded as it is in beta. I wanted to confirm if anyone else was having this issue or if it is just us. I have placed my work device as the "device info" but this is also happening on other devices as well.

 

[NickD_3CX]

Hi!

You mention it happening on your IOS, but would you happen to know if it has happened on any Android users using the app as well?

 

[FridayIT]

Hi!

You mention it happening on your IOS, but would you happen to know if it has happened on any Android users using the app as well?

I didn't test this, but I can verify this next time this happens as I have access to a personal android device.

 

[NickD_3CX]

I didn't test this, but I can verify this next time this happens as I have access to a personal android device.

You please, this would at least help us determine if it is something with the actual platform, or something limited to the IOS App only.

So when you notice this again on your IOS, if you could quickly check the exact same link on the Android App and also from a PC to cross-check, that would be great.

 

[StefanW]

invalid link is a validation of the client itself before attempting to connect to the meeting.
there is some variations on this "Invalid Link" message. Could you provide the exact text please

 

[FridayIT]

invalid link is a validation of the client itself before attempting to connect to the meeting.
there is some variations on this "Invalid Link" message. Could you provide the exact text please

I think I may have identified part of the issue, the main meeting we have issues with only happens on Mondays so I made my own test meeting to troubleshoot

I notice that if you copy and paste the link in the email sent to the 3cx app (as per the instructions in the app) that it gives a message that the url is invalid. however, if the link is clicked on, then the option to join the meeting in the app is selected the link works.

I suspect what may be happening is it looks like when the link is "passed" to the mobile app by clicking it rather than copy and pasting the link, it strips part of the url.

3cx-instance-name.3cx.net/webrtc/open/(meetingcode)
Changes to
3cx-instance-name.3cx.net/open/(meetingcode)

I suspect what may be happening is the client may be copy and pasting the link rather than clicking the link then using the "yes join now" which sends the correct link to the meeting. I did some testing on both IOS and android and can confirm following the instructions to copy and paste the link causes the invalid link error message.

I tested this and noticed something interesting, when using the 3cx direct send option, the link is sent in a format that works regardless of if its clicked or copied and pasted (webrtc is not shown in the link).

I can confirm I was able to see the issue with link generation from both ics file and using Microsoft 365 when generating the link.

The exact error message is:
Invalid "Meeting Link"

 

[NickD_3CX]

You seem to be right, copy-pasting the links into apps seem to generate this, while clinking on them doesn't.

The solution sounds simple enough in this case, just inform the users they need to click instead of copy-paste.
Regardless though, I tried this exact same thing on V18, where the link format has changed slightly, and with the new format, copy-pasting works just fine, so alternatively, just wait a little longer until you can upgrade your 3CX Server.

 

[StefanW]

@FridayIT , thank you for the report.
We committed a fix to the iOS beta app for VC.
If you are not already part of the iOS VC beta track you can sign up here and see if the updated version addresses it

https://testflight.apple.com/join/s2ZEzLA2

 

[FridayIT]

You seem to be right, copy-pasting the links into apps seem to generate this, while clinking on them doesn't.

The solution sounds simple enough in this case, just inform the users they need to click instead of copy-paste.
Regardless though, I tried this exact same thing on V18, where the link format has changed slightly, and with the new format, copy-pasting works just fine, so alternatively, just wait a little longer until you can upgrade your 3CX Server.

Understood, I have heard some reports that clicking the link does cause issues at times, but it is possible it may be human error (the client may be manually pasting after loading the app).

Since we are so close to v18 anyways (RC is supposed to be next week as per your team). lets mark this as solved, I will inform our team of the workaround and I can re-open if any issues in v18 final occur.