Windows Client with dual monitors - icons collapse onto one screen upon incoming call

[jakthree]

Windows 7
3CX Client 16.0.1.81 in CTI mode with desk phone

I have dual monitors. Prior to incoming call both monitors are on and usable. Both monitors have icons and I can move mouse pointer between them. Normal operation. Each time an incoming call rings on my desk phone (and also on my client which is located on my right hand monitor), all the icons on my left monitor move to my right monitor. The left monitor is not usable. I cannot move mouse pointer to left monitor. The right monitor also changes to a lower non-native resolution. I have to shutdown and restart my computer to recover my monitors. If the 3CX client is not running (i.e. Exit the client) then the monitors are not effected. The screen problem occurs randomly but is triggered when 1. someone else picks up the call. 2. if no one answers the call, as soon as the call transfers to receptionist's voicemail. 3. as soon as I reject the call using my desk phone or the client. The problem occurs regardless if I have the client located on the left or right monitor. No difference what 'view' is open or closed. No difference if screensaver is active or not. This problem is a nuisance because I have to reboot several times a day.

Why does 3CX client need to access video controller to change screen resolution?
Has anyone reported a similar problem?
Thank you,

 

[JohnS_3CX]

Hi @jakthree

We can confirm that this does not happen on a modern OS like Windows 10. There will be no further support for older windows editions.

The best we can recommend in this case is to ensure your machine has all the latest updates microsoft has released for that OS (including .Net and security updates and you video driver), or upgrade it to Windows 10 if you can. The webclient can also be used as an alternative via Chrome.