Windows Client App crashes for incoming calls

[weimerd]

We recently got some problems at a customers installation. Windows Client is crashing when incoming calls appear. They see and hear it ringing. But once they pick up the app just closes and the call is gone.

They can make calls without issues.

Phone server uses latest 16.0.7.1078 on Azure. Firewall checker is ok. All other clients are working (WebRTC, Desktop Phones).

The problem seems to be connected to a Windows update the clients got. Clients are using Windows 10 with active Windows Update Service.

Anyone with the same issue?

 

[ChrisC_3CX]

Is this happening only on one specific PC? If yes, have you tried a second or third PC to see if the issue persists?

My suggestion would be to first, make sure that you are running the latest stable version of the 3CX Windows App: https://www.3cx.com/blog/change-log/3cxphone-build-history/

Then check:
• Any third party software installed on the PC that may be contributing to the issue.
• Make sure that the Audio devices used by the 3CX Windows App are configured correctly and detectable by the 3CX Windows App.
• All related drivers are up to date and generally in order.
• Disable/remove any security/antivirus software and test again.
• Check Group policies that may be applied.
• Also try completely uninstalling the 3CX Windows App, delete any file remnants in C:\Users\%USERNAME%\AppData\Roaming\3CXPhone for Windows. Reinstall latest version and reprovision.

 

[weimerd]

Is this happening only on one specific PC? If yes, have you tried a second or third PC to see if the issue persists?

My suggestion would be to first, make sure that you are running the latest stable version of the 3CX Windows App: https://www.3cx.com/blog/change-log/3cxphone-build-history/

Then check:
• Any third party software installed on the PC that may be contributing to the issue.
• Make sure that the Audio devices used by the 3CX Windows App are configured correctly and detectable by the 3CX Windows App.
• All related drivers are up to date and generally in order.
• Disable/remove any security/antivirus software and test again.
• Check Group policies that may be applied.
• Also try completely uninstalling the 3CX Windows App, delete any file remnants in C:\Users\%USERNAME%\AppData\Roaming\3CXPhone for Windows. Reinstall latest version and reprovision.

Hi Chris,

it happens with several clients, all after they got latest Windows updates. Hadn't the chance to check which specific Windows kb updates where installes, need to investigate here.

Latest Windows app is being used.
Antivirus is Windows Defender only.
Group policies are checked and shouldn't interfer here.

I will test uninstalling completely and then perform a clean install like suggested and let you know afterwards.
Need to wait for client to get a maintenance schedule.

Best,

David

 

[ChrisC_3CX]

When you get a chance, please do specify the exact 3CX Windows App version and exact Windows build version you are using.

 

[weimerd]

When you get a chance, please do specify the exact 3CX Windows App version and exact Windows build version you are using.

Before starting the thread I reinstalled the latest downloadable version with same result.

Will check exact Windows version and let you know once I get a maintenance slot.

 

[ChrisC_3CX]

Okay, do specify the exact version you see in the 3CX Windows App too please. (Settings >> Advanced Settings >> About)

Edit: Also, do you happen to be using any headset/software integration such as Sennheiser/EPOS, Jabra, Plantronics or even perhaps anything set under Settings >> Advanced >> Integrations.

 

[weimerd]

For everyone reading here: we handle that using PM as logs can't be send here due to GDPR reasons. Will let you know once there is a solution.

Great support from Chris so far, highly appreciate it!