Windows Softphone Freezing After 15.5.0 Update

[Stevetritton]

Only pattern so far - but not conclusive - is that all the PC that have locked up today have AMD processors and are running Windows 7 Pro 64 bit.

 

[jhonku]

I saw this error on my PC during incoming call from a Queue.
This happened when I tried to mute call. When I moved mouse over 3cx, cursor change and 3CX interface crash, but I could continue the call until the end..
I tried to replicate the issue after open 3CXphone again with no lucky

OS:
-<OSVersionInformation>
<WindowsNTVersion>10.0</WindowsNTVersion>
<Build>10586</Build>
<Product>(0x30): Windows 10 Pro</Product>
<Edition>Professional</Edition>
<BuildString>10586.1176.amd64fre.th2_release_sec.170913-1848</BuildString>
<Revision>1176</Revision>
<Flavor>Multiprocessor Free</Flavor>
<Architecture>X64</Architecture>
<LCID>1033</LCID>
</OSVersionInformation>

Headset: Plantronics Blackwire 310

Event Viewer
Error
- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Windows Error Reporting" />
<EventID Qualifiers="0">1001</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2017-12-06T19:57:22.922839200Z" />
<EventRecordID>4436</EventRecordID>
<Channel>Application</Channel>
<Computer>DESKTOP-I50CTL8</Computer>
<Security />
</System>
- <EventData>
<Data>1324584355866617687</Data>
<Data>5</Data>
<Data>AppHangB1</Data>
<Data>Not available</Data>
<Data>0</Data>
<Data>3CXWin8Phone.exe</Data>
<Data>15.5.6989.2</Data>
<Data>5a210b59</Data>
<Data>940f</Data>
<Data>134217984</Data>
<Data />
<Data />
<Data />
<Data />
<Data />
<Data>C:\ProgramData\3CXPhone for Windows\PhoneApp\Sounds\dialtone.wav C:\ProgramData\3CXPhone for Windows\PhoneApp\Sounds\numberdial.wav C:\Users\simpletech\AppData\Local\Temp\WERE5E5.tmp.appcompat.txt C:\Users\simpletech\AppData\Local\Temp\WERFA87.tmp.WERInternalMetadata.xml C:\ProgramData\Microsoft\Windows\WER\Temp\WER95D.tmp.dmp C:\Users\simpletech\AppData\Local\Temp\WER1CA7.tmp.xml C:\Users\simpletech\AppData\Local\Temp\WER1CB8.tmp.WERDataCollectionFailure.txt C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppHang_3CXWin8Phone.exe_f252ae6a815f907dc23c7b2c90b3976eacf1ce3a_2a420c9c_cab_064e1d31\memory.hdmp WERGenerationLog.txt</Data>
<Data>C:\ProgramData\Microsoft\Windows\WER\ReportQueue\AppHang_3CXWin8Phone.exe_f252ae6a815f907dc23c7b2c90b3976eacf1ce3a_2a420c9c_cab_064e1d31</Data>
<Data />
<Data>0</Data>
<Data>f87e7c18-dabe-11e7-9729-0026b9e36363</Data>
<Data>16396</Data>
<Data>9fc62e5e74b7e8d70261de7426782757</Data>
</EventData>
</Event>

Information

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
- <System>
<Provider Name="Application Hang" />
<EventID Qualifiers="0">1002</EventID>
<Level>2</Level>
<Task>101</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2017-12-06T19:57:23.138065900Z" />
<EventRecordID>4437</EventRecordID>
<Channel>Application</Channel>
<Computer>DESKTOP-I50CTL8</Computer>
<Security />
</System>
- <EventData>
<Data>3CXWin8Phone.exe</Data>
<Data>15.5.6989.2</Data>
<Data>f14</Data>
<Data>01d36e0037ea6341</Data>
<Data>27</Data>
<Data>C:\ProgramData\3CXPhone for Windows\PhoneApp\3CXWin8Phone.exe</Data>
<Data>f87e7c18-dabe-11e7-9729-0026b9e36363</Data>
<Data />
<Data />
<Binary>55006E006B006E006F0077006E0000000000</Binary>
</EventData>
</Event>

 

[jhonku]

Report.wer file with more information

 

[jmitch11]

Headset: Plantronics Blackwire 310

We are also using Plantronics Blackwire, model C510 -- problem occurs on PC with the Plantronics software installed and updated firmware, as well as on PC without Plantronics software and old firmware.

 

[LeonidasG_3CX]

Any volunteers to try out a build that might fix this?

 

[Stevetritton]

Yes, happy to give this a go.

 

[jhonku]

Yes, we can test it also.

 

[LeonidasG_3CX]

Please PM me.

 

[jmitch11]

Bump. Have you had any luck working towards a fix on this?

 

[LeonidasG_3CX]

Yes it seems the issue is fixed as per feedback from multiple users. A final version with this fix will be available in SP3.

 

[jmitch11]

Yes it seems the issue is fixed as per feedback from multiple users. A final version with this fix will be available in SP3.

Just to confirm that user feedback was from your test builds? Because we are still experiencing the problem throughout the day.
Is there any release date information for SP3?

 

[andreaschr]

Hi vizualpro,

You can use the 3CXPhone Client from this blog post.
https://www.3cx.com/blog/releases/ip-pbx-update-alpha/

 

[jmitch11]

Thanks @andreaschr I hadn't thought about looking for an update to the client there.

Normally updates are downloaded via the Management Console and users are prompted to update when the app opens. Since the mgmt console hasn't prompted to download this version, can I download it and place it in the http/interface/MyPhone folder and overwrite the MSI installer that's there for it to have the same effect?

 

[LeonidasG_3CX]

This is an Alpha release. What you're asking is not suggested. SP3 will be out soon. It's best to test the Alpha Client and verify that this fixes your issue first for the off chance that the fix we made doesn't fully fix the issue or if there's other issues present.

This is not a beta. It's an alpha version.

 

[mercury3]

Hello,

I have the same problem but the link to download the 3CX Client Alpha for Windows is broken on the page https://www.3cx.com/blog/releases/ip-pbx-update-alpha/

EDIT: It work today.

 

[jimbo59]

Downloads fine