Known Issues

Updated on May 5, 2025

• If your computer has been in sleep mode for a long period, sometimes you will see a 504 error. A message will be shown prompting the user to refresh the page or re-login.
• MFA (Multi-Factor Authentication) is not yet supported.  If your user has MFA enabled, you will not be able to log in.
• In Firefox, a call will not start until the main window is focused AFTER the call pop-out window appears. - CUC-846
• ConnectUC is not designed to work in virtual desktop environments.

FAQs

What MacOS/Microsoft OS or browser versions are compatible with ConnectUC Web?

ConnectUC Web can be used in a Browser tab or be installed as a Progressive Web App, and does not have a specific OS requirement. A Windows/Mac native desktop app is also available 

For the best experience, we recommend that you use Chrome or Edge and ensure that the browser is up to date. 

Recommended:
Chrome - Version 130 or above
Microsoft Edge - Version 129 or above

ConnectUC Web/Desktop is not designed to work on mobile devices. 

Also note that we do not currently support VDI Media Redirection. If you would like to assist with developing this please contact your support team.

What are the system requirements for ConnectUC Destkop?

Mac - MacOS 12 or Above
Windows - Windows 10 or 11

Why can I not log in?

To log in to ConnectUC, you'll need to use your UCaaS username (typically extension@domain). Your user account needs to have portal access permission (or be an account type that has portal access). By default this is a role of Simple User or higher.

Is there a way to reset a password for a user and/or force a user to log out of ConnectUC?

Yes, an Admin user may reset another user's password in the PBX by navigating to PBX > User > Advanced Settings > Account Security and selecting "Force Password Reset" for the selected user.

Once the button is selected, the user will be sent a reset password email and the user will also be forced out of ConnectUC to complete the password reset process.  

Note: Mobile app users will only be forced to log out once the app is brought to the foreground.  

How can I find what version of ConnectUC Desktop or Web I'm using?

You will find the version number you are using on the preferences page in the lower left. There's also a refresh button there to check for a newer version.

How can I use SMS?

If a user has SMS enabled on their account but it's still not showing up in the left side menu, the user might have SMS to eMail enabled or not have SMS enabled in ConnectUC Settings.
----
Function:
  ReachUC will sync sent messages to ConnectUC in real time.
Known Current Limitation:
  ConnectUC will sync sent messages to ReachUC but not realtime, but only on REFRESH of messages.

Do I have the ability to block numbers in SMS?

Yes, if you wish to stop receiving SMS/MMS messages from a number, simply respond with the keyword 'BLOCK.' Sending 'BLOCK' as a response will ensure the recipient is blocked (Each keyword response is only applicable to the number sending the response).

If you wish to stop blocking a previously blocked number and resume incoming messages, simply respond with the keyword 'UNBLOCK.'  

Additionally, you may also send 'MSGBL' (Abbreviation for 'Message Black List') to any number, and you will be provided with a list of currently blacklisted numbers, or confirmation that no numbers are currently being blocked, as seen below.

Why can't I delete SMS Messages

There are a couple reasons that we don't have delete for SMS Messages:

1 - Certain industries require SMS Messages to be stored for a certain length of time.

2 - With Shared SMS it wasn't clear how we should handle the conversations if an owner deleted a SMS or another shared user deleted the conversation.

Why does ConnectUC keep prompting at login that the app is muted?

Please visit our dedicated article regarding why this may occur and how to resolve the issue.

Can an 'Integrations Only' user log in with their PIN?

For security purposes, VM PINs are not accepted.

Users with the 'Integrations Only' scope can log in, but only if they have already been set up with a PBX password. This process will need to be completed by an Office Manager role or higher by accessing the user's profile and modifying the field.

Should I be getting pop-up notifications of calls and other events?

On a Mac make sure that Chrome or Edge and their helpers have notifications enabled.

Also ensure that pop-ups are allowed by clicking on the Lock icon in the browser's address bar.

If you are using a Mac, ensure that notifications are enabled for the browser and browser helper that you're using in Settings -> Notifications.

What firewall ports need to be open outbound for ConnectUC Web and Desktop?

ConnectUC uses encrypted WebSocket connections on ports 443 tcp/udp and 9002 tcp. Additionally audio communications is over DTLS (TLS for UDP) on ports 30000 - 40000 udp.

Chat additionally opens a port 443 to Amazon Chime messaging services. WebSocket URLs connect to servers in the DNS domain ws-messaging.chime.aws.

Calling doesn't seem to work; what could be wrong?

ConnectUC utilizes a websocket on port 9002 to initiate communications. The user may have some filtering application on their computer or a firewall that might be blocking port 9002 tcp outbound.

If port 9002 is blocked the user will see a yellow warning banner.

How does ConnectUC Encrypt / Secure traffic?

All traffic between ConnectUC and the back-end services is encrypted. All signaling is sent and received over encrypted WebSockets (SSL/TLS). 

Voice traffic is encrypted with DTLS (TLS for UDP).

With Messaging, can ConnectUC users and ReachUC users message each other?

No.  The messaging features built into ConnectUC are different than the messaging built into ReachUC. Once ConnectUC Mobile's Chat feature is done, it will have the proper messaging to communicate with ConnectUC Web.

In Company Contacts, why are users seeing Ring Groups or other extensions that they shouldn't see?

To exclude users that you don't want to be seen, uncheck "List in Directory" on that user.

To exclude Ring Groups and other "System" users, locate the "Hide System Users" option at the very bottom right of the PBX Users page and uncheck the box. Once unchecked, all system users will be displayed, allowing you to toggle their "List in Directory" settings.

There's a routine that runs nightly to sync the PBX users with the ConnectUC user database that applies changes to the "List in Directory" setting. Unfortunately, at this time, there's no event that's triggered to make this change in real time.

Why can't I access the PBX Portal from ConnectUC?

If your ConnectUC user role is higher than a Basic User and you want to access the PBX portal, you should log into the PBX portal directly. This is a Fusion Auth related limitation, not ConnectUC.

Is DND synced to the portal, or is it independent? 

DND status is supported across your desk phone and ConnectUC. Setting DND in one location will enable DND for both. 

Can you share/import contacts from Outlook/Google?  

This feature is coming. Once released, you will be able to log in with an Outlook or Google account, and your contacts will sync and be available everywhere your contacts are listed.

Can ConnectUC work as an attendant as well?  i.e. While on call on desk phone, transfer using ConnectUC?  

Yes! In DashManager -> PBX -> ConnectUC Settings, enable the Attendant Console. There's an additional setting that allows the Attendant to also see all active calls in the console.

Does ConnectUC support Video Chat with Screen Sharing?  

Yes, today, this is available inside your company from within the Chat feature. In the future, meetings will have a dedicated tab with more features, such as inviting external people and scheduling meetings. 

Does the ReachUC CRM Connector work with ConnectUC?  

Yes. 

Does ConnectUC support Bluetooth wireless headsets?  

Yes, Bluetooth wireless headsets can be added in audio settings. Call control (HID support) on popular headsets will be available sometime in the future in the Desktop client. 

Does ConnectUC support click-to-dial?  

Yes, please reference the dedicated click-to-dial article for more information. 

Will there be a way for ConnectUC to load on startup on Windows or Mac?

Yes.  It is built as a PWA web app. Please reference the note at the bottom of the installation guide for detailed instructions for Windows and Mac. Additionally the Desktop app can simply be added to the Windows or Mac startup folder.

Does ConnectUC support Hotdesking?   

Any user can log out, and another user can log in on the same browser for functionality similar to hotdesking.

Why are some of my settings reset every day?

Some ConnectUC settings are saved in the user's web browser application cache. If the user's browser is set to delete side data when the user exits their browser these settings may be deleted.

On the following page add "connectuc.io" to the list of sites "Allowed to save data on your device":
chrome://settings/content/siteData?search=data
edge://settings/content/siteData?search=data

What kind of audio quality will I get from ConnectUC?

For ConnectUC to ConnectUC calls we're using Opus and FullBand quality (if you have stereo headset is the only to see a difference) when it was user to user call. For ConnectUC Web to Mobile would step down to WideBand. For ConnectUC Web to a carrier it is downgraded to g711 quality as this is what carriers require.

Why am I having trouble parking calls?

Sometimes I get a toast pop-up message "Parking call xxxx failed with error: Could not find active call for callid: xxxx" (where xxxx = some CallID).

This can happen when inter-node events are very busy and queuing across the platform. What this means is that not all nodes know about all of the currently active calls.

Several enhancements to inter-node communications have been made to minimize the occurrence of this issue.

Additionally an enhancement to mark inbound SkySwitch Trunk calls are marked with the original SIP Call ID so that CUC doesn't need to go lookup the nod location of the original call. This marking however does not get done on outbound calls or inbound calls on partner supplied trunks (BYOT).

A user work around is to just dial the Park queue number in CUC.