3CX softphone installed at remote location

[jeffwillis]

Greetings!

We testing out the 3CS phone system and have installed in a remote server. I have loaded the 3CX softphone onto my PC, have set me up with an extension, set up the softphone with the extension details and try to login.

The first test was without tunnel using the "I am out of the office - external IP xx.xxx.xxx.xx of PBX". When I debug I get
Attempting to connect xx.xxx.xxx.xx
using network intervace 127.0.0.1
phone got as local port 4469
integration with 3cx call assistant is on
rtp engine ok
sip engine ok
sound mic device ok []
sound ring device ok []
sound play device ok []
phone is sending STUN request
Phone connection failed, server not responding

When I open cmd prompt and ping stun.3cx.com it come back okay

Test two...
I tick use 3CX Tunnel which has been set up and I put in the password
in debug i get
Attempting to connect xx.xxx.xxx.xx
using network intervace 127.0.0.1
tunnel got as listening port 3878
tunnel go as local sip port 3879
phone got as local port 3880
integration with 3cx call assistant is on
rtp engine ok
sip engine ok
sound mic device ok []
sound ring device ok []
sound play device ok []
tunnel required cfg file:c:\.....
tunnel logfile output:c:\....
tunnel logging: off
tunnel connection created OK
attempting to start the tunnel
tunnel started
tunnel is attempting to connect remote end
tunnel connection established
tunnel send from phone to PBX: register
tunnel received from pbx status 408

I'm hoping that someone can assist me with what I need to do to remotely connect okay.

Kindest regards
Jeff

[Vali_3CX]

Hi Jeff

We are moving our stun service on a different server, so this current one might not work properly. I suggest you to try one of followings
stun-servers-12201.html
However, 408 error suggest is a slow connection problem, 408 means "Request Timeout: Couldn't find the user in time". Try first with another STUN server and see if it's working. Also, check on the PBX if you don't have the same stun issue, usually revealed in the server activity log.

Hope it helps
regards
vali

[jeffwillis]

Hi Vali,

I've turned of the tunnel in my softphone and tried the top three stun servers in the line you provided below but all got me the phone connection failed, server not responding error.

In the server activity log there are just multiple entries saying "active calls counted towards license limit : []"

Any other guidance you can give would be greatly appreciated.

Kind regards
Jeff

[jeffwillis]

Hi Vali,

Further to my previous email, I noted that every 20 minutes the following activity takes place:

STUN request to resolve SIP external IP:port mapping is sent to STUN server 75.101.138.128:3478 over Transport 192.168.1.18:5060

[Vali_3CX]

tried the top three stun servers in the line you provided below but all got me the phone connection failed, server not responding error.

Hi
"Server not responding" means no answer from the STUN server. Since you have this issue for all four stun servers you tried, I'm thinking there may be a firewall problem, related to port 3478, required by STUNs

[jeffwillis]

Hi Vali,

Thanks again for your asssistance.

I've added ort 3478 to my firewall list and updated the STUN server in the 3CX phone system managment settings as well as my softphone and I still get time out.

Also, when I try tunnel again, if I try to connect 3 or 4 times it will finally connect, and prints the following:

tunnel connection established
tunnel send from phone to pbx: register
tunnel recevied from pbx status 407
tunnel send from phone to pbx: register
tunnel received from pbx to phone: notify
tunnel received from pbx status 200
phone online status is now 'available'
phone is now connected
tunnel send from phone to pbx status 405
tunnel send from phone to pbx: subscribe

Then within 30 seconds it will disconnect the phone but not show that up int he server activity log. The debug shows
Tunnel recieved from pbx status 408

One thing of not when this all occurs is that when I monitor the activity log it does a refresh and ever 30 seconds it prints a message like
10:53:40.872 Active calls counted toward license limit: []

It is when this occurs that the softphone gets the 408 error.

Vali, your help on both the STUN issue and Tunnel issue is greatly appreicated.

Kindest regards
Jeff

[jeffwillis]

Hi Vali,

I've resolved the tunnel issue, I had the external IP address in both the spaces in the softphone and updated the tunnel to the internal address and it works fine now!

If you could still help with my troubleshooting the STUN server bit I'd appreciate it.

cheers!
Jeff