Intermittent Phone Unregistration and 3CX Client Freezing During Incoming Calls

[samehJABRI]

hello,

I would like to clarify the issues reported by the customer, as I am not sure whether they are related or separate.

The customer is experiencing two different problems:

1. The phones occasionally become unregistered from the PBX. They only reconnect after performing a factory reset and registering the phones again. This issue occurs repeatedly.
2. At other times, users are unable to answer incoming calls because the 3CX interface appears to freeze. The phone continues ringing, and the ringing only stops when the caller hangs up.

Could you please confirm whether these are two separate issues or if they are related?

 

[Alphabetic]

Hi

You've given us no mention of your set up..

PBX OS? Hosted? self hosted?

Phone model? firmware? LAN or Wifi?

Provisioned how?

I dont think your trace shows anything valuable.

This sounds like a network issue.

 

[TheodorosG_3CX]

There are many conditions and just from the description or the screenshot this cannot be identified.
You shall create a support case to check this and advice further.

 

[samehJABRI]

hello ,
Please find the environment details below:

3CX Version: 20.0 Update 9 (Build 995)
Operating System: Linux
Phone Model: Yealink T33G
Firmware Version: 124.87.0.20

The phone works at another site, connectivity tests (ping) between the phone and the PBX are successful, with no packet loss or blocking.

Best regards,

 

[Alphabetic]

STUN? SBC? Local?

the ports are different for SBC, SIP and ICMP - im still under the impression your firewall is blocking or doing something with your traffic.

 

[paulodagraca]

Hello samehJABRI,

Please do run the firewall test again on the 3CX.
Also check the firewall at phone side.
This website does contain some information about firewall setup:

https://www.3cx.com/docs/manual/firewall-router-configuration/

I would guess that it could be a "Full Cone NAT" or "SIP ALG" problem.

Paulo