3cx Apps on all extensions unable to receive any calls after license expired

[Mocabi]

Hi guys,

Using a perpetual license of version 16. License was just expired

Now entering a grace period, we suddenly found that all 3cx apps (version 16) were not able to receive any calls made from PSTN phone, calls between 3cx softphone are not reachable. The caller side can hear an available tone but it was not ringing on the other end.

So, i tested and found that.

• Calls from 3CX app to a phone via analog-gateway-trunk works fine, but not possible to call back from analog phone.
• Calls from 3CX windows app to a phone via analog-gateway-trunk works fine on both directions. They can call back and answer on PC.
• Calls made from 3CX apps to another extension on mobile is not reachable. Can hear a tone but the other side receive nothing.

• I have tried deleting the accounts, re-provisioned the account from QR but still not able to reach through. This happened both in a local network and external network.
• 3cx APP on mobiles shows Ready for calls in green.

Anyone might be able to give me some hint where i can trace for the problem? Is it possible for us to do something like tracert for the call made?

 

[AWS2P]

your licence is perpetual so it's not expired, in dashboard this is maintenance license which has expired.

So this has no effect at all on pbx ability to call and receive. on image trunk is red, did you check on this side

 

[Mocabi]

the trunk is red ever since the reseller installed the system. We have 2 x 4FXO DAG-1000 analog gateway to connect. They said it is not support and that was why it was red.

error showing as

You are using Unsupported SIP trunk providers which may cause issues.

 

[StefanW]

APPs in terms of Mobile APPs are subject to valid Maintenance.
If your Maintenance expires the usage of the mobile apps voids.
https://www.3cx.com/ordering/pricing/3cx-maintenance/
Below you can see what is covered by Maintenance

 

[AWS2P]

So as Stefan said above it's most probably related to maintenance expired, so first action is to renew your maintenance and check if phones are working as previously.

 

[Mocabi]

@StefanW Many thanks for your prompt response. I just found out lately that the forum really works much better and faster than the local support here. Superb community!

Too bad our management decided not to renew the license.

We made a decision months ago due to the issues with android not showing incoming calls. It happened to most of our staff but not with iOS. The local reseller said it only happened to our company. We decided to test and procured a new system which now under implementation. ( where i found 3cx is much much better in terms of implementation and its zero free maintenance)

Later we found all new updates on V16 mobile APP did fix 99% of the issues but that was too late. I then was assigned to keep this system going as a backup and operate during this transition.

The reseller explained to me before we procured the system that perpetual means 'if we choose not to continue the MA license' we can still use the 3cx but only with our version 16, no further update, no web meeting, no FQDN and such, but it will still works. In the future, when there are newer updates i.e. V17. we wont be able to use that and need to look for 3CX Legacy app on the store to install.

Last month before we asked again when we informed them that we are not going to renew and they confirmed us the above statement.

But after reading your provided link, it could be we misunderstand, we may need to convert our license to annual type in order to get the mobile APPs running?

Could it be we have had a misunderstanding since beginning?

 

[Mocabi]

FYI, this is our license type

 

[AWS2P]

With annual license maintenance is included but you have to pay each year, so it's nearly same cost as renewing maintenance for your perpetual , finally if you want ot restore your previous feature and stay up to date best and less cost is to renew maintenance

 

[florink]

If I were you I would trade-in my perpetual and get an annual one which includes maintenance. If you keep it as it is without maintenance it is going to be pointless. You will have an outdated pbx with many features missing. If you switch to annual you get another year of a fully functional and up to date 3CX PBX. After the 1 year you see accordingly. Your managers might change their mind with all the cool upcoming features of V16

 

[Mocabi]

Thanks you for all your suggestions. The manager decided to stay with Perpetual without MA after 90 days using our own FQDN&SSL. The new vendor just helped us to config the 3rd party APP to work with 3CX so we get both systems on the app now. Case closed.
Let's see how it goes. Hope to be back to 3cx.