3CX app GREY status but able to make calls

[Foo]

We have just reinstalled our 3cx from Pro to the Enterprise license.
However, after our provider confirmed that all the transfer is done yesterday.
Until today our 3cx app still remains and GREY and 'ready for calls'

We have confirmed the below:
On the 3cx server firewall test is PASS
We can access the FQDN from External and Internal.
Only on the 3cx app, the status is GREY and no Company Contacts under 'Contacts' tab.
Port scanner shows that all 3cx ports are opened. (https://www.3cx.com/docs/ports/)


Anyone have any idea?

 

[cobaltit]

I don't understand why you would reinstall and what transfer is needed. You can just upgrade the key in place and restart services. What was actually done?

 

[Foo]

I don't understand why you would reinstall and what transfer is needed. You can just upgrade the key in place and restart services. What was actually done?

1-Reinstall with the new ENT license
2-Restore config from the previous backup
3-Provider confirms that the SIP trunk is all up and running

 

[cobaltit]

1. Still don't understand why. You don't need to reinstall. You can either upgrade the existing license or replace the license, both without having to uninstall/reinstall so I'm guessing something didn't go right with the restore, probably chose different ports from the original install.
3. SIP trunk working/not working has nothing to do with the grey. Grey means the soft phone isn't hitting the web interface.

I'd login and send a new welcome email and then click the attachment or scan the QR code in the web client to reprovision.

 

[Foo]

1. Still don't understand why. You don't need to reinstall. You can either upgrade the existing license or replace the license, both without having to uninstall/reinstall so I'm guessing something didn't go right with the restore, probably chose different ports from the original install.
3. SIP trunk working/not working has nothing to do with the grey. Grey means the soft phone isn't hitting the web interface.

I'd login and send a new welcome email and then click the attachment or scan the QR code in the web client to reprovision.

Thanks for your advice.
When we create a test extension and tried to provision on the 3cx app, it says "no answer from server"
However, we are able to access the server FQDN from external, and have checked the nslookup IP are identical in both internal and external case.