3CX phone application cannot fully connect

Scholar

3CX phone application cannot fully connect

Hello,

I am running F-Secure Anti-Virus 12.83 build 104 and I am having trouble with my 3CX voip phone application. It does not fully connect to the server unless I first turn off F-Secure (Turn Off "Shut down all security features") and then it connects fully.  Then I turn F-Secure back on and and it works for a while...

 

The problem seems to stem from additional applications (or dll's) that 3cx needs to run and to "fully" connect. See this: http://www.3cx.com/blog/voip-howto/anti-virus-blocking-voice-mail-in-3cx-phone-system/ 

 

However there is no way to add these applications or dll's to the "Application Settings" as per illustration for AVG. What am I missing?

Capture.PNG

 

PS. By saying that it does not "fully connect" I mean that it does not communicate with the server and get the "presence information" and so I cannot see who is online or be on a phone queue etc. It kind of hobbles the product. However I can make phone calls.

 

Thanks in advance!

20 REPLIES 20
F-Secure Product Expert
F-Secure Product Expert

Re: 3CX phone application cannot fully connect

Hello, Codeslinger,

 

Could you precise the Operating systems involved in your problem?

 

Also have you tried excluding the application from Settings>>"Virus and spyware scanning" and not only from Deepguard?

 

Thank you.



Best Regards

-Ben

_________________________________

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Scholar

Re: 3CX phone application cannot fully connect

Ben,

The operating system is Windows 7 64 bit Professional.

 

I also attempted to add the program to the exclusion list in Virus and spyware scanning. I added the whole folder but that didn't work either. I tried adding some of the individual files but I assume by adding the folder I should'nt have to add each file, correct?

 

BTW, how come there is no way to add applications to the exclude from scanning?

Capture.PNG

F-Secure Product Expert

Re: 3CX phone application cannot fully connect

Dear Codeslinger,

 

You cannot exclude applications directly. New applications appear on the exclusion list only if you exclude
them during scanning.

 

With regards to your problem, I would suggest you to open a Support Ticket:
http://www.f-secure.com/en/web/home_global/support/contact

 

Once you have open a SRID kindly update me so that I can help to solve your issue.

 

Best Regards,

 

Andy Yoon

Scholar

Re: 3CX phone application cannot fully connect

Support ID: 00045512

Is this what you are looking for?

 

Thanks!

F-Secure

Re: 3CX phone application cannot fully connect

Hi codeslinger!

 

Did you already receive help through your support ticket, or do you still need our assistance in the Community?

 

And if you did find a resolution to the issue, could you please post it here so it might help other users in similar situations?

 

Thanks!

// Chrissy

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Scholar

Re: 3CX phone application cannot fully connect

I am actually waiting on a response from the "high-level" tech support. So far the only work around I have found is to turn off all security features, let the app connect and then turn F-secure back on. I am hoping they find a fix for the issue, I like fsecure but this is a bit of a pain.

Former F-Secure Employee

Re: 3CX phone application cannot fully connect

Dear Codeslinger,

 

We would like to inform that we have highlighted your case and the engineer who is working on your case will be replying you as soon as possible.


Please feel free to contact us again should you need further assistance.

Thanks.
Best Regards,
Sean Veloo

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Scholar

Re: 3CX phone application cannot fully connect

Any answers for this yet?

Former F-Secure Employee

Re: 3CX phone application cannot fully connect

Hi,

Try excluding the port 5000 of 3CX Phone System server from Web Traffic Scanning.

Correct format is following (http://ip address: port number/*)

 

Best Regards

-Jake
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