3CX Apps stuck on "Connecting...", webclient works

[workanda]

Hello, we recently deployed an on-premise 3CX system but we are facing some issues. Inside our LAN, everything works, you can access the webclient and use the Windows Softphone, but when trying to access it remotely, the Windows Softphone and the Android App are both stuck displaying "Connecting..." on the keypad screen, and cannot make calls. Some details on our setup: we have a pfSense firewall, configured to NAT all required ports to the IP of the 3CX machine, and the firewall checker passes without complaint. For access via HTTPS, we have HAProxy setup in the pfSense firewall since we have other services that have to be accessible from the same public IP. Our 3CX uses a custom domain, and it is incluided in the HAProxy along with a Let's Encrypt SSL certificate. For more details on the behaviour of remote clients, webclients work perfectly, the only problematic ones are the 3CX apps, which log-in without issue, and show the user name and profile picture, but as described earlier are stuck "Connecting..." and cannot make calls, on the Windows Softphone it simply displays "Error: Error" after pressing the call button. Any ideas of what could be the issue here? Thank you.

 

[Vali_3CX]

@workanda
If you see team members, your status etc and the only issue is the "Connecting..." message, then you should check port 5090 be accessible. From the same machine running Windows Softphone, open a Terminal and run a telnet to pbx port 5090 to check.

 

[paulodagraca]

Hello workanda,

If all works fine on the LAN but not on the smartphones, than the problem could be the WIFI access point.

Do they have/use like a Guest access on the WIFI?
Can you try on the 4G/5G gsm DATA connection?
Or try on another WIFI with good internet connection.

Let us know if this helps.

Paulo

 

[workanda]

@workanda
If you see team members, your status etc and the only issue is the "Connecting..." message, then you should check port 5090 be accessible. From the same machine running Windows Softphone, open a Terminal and run a telnet to pbx port 5090 to check.

Thank you for your reply. I have tried to connect from the remote to port 5090 via telnet, and it gives a connection error, while on the LAN it connects succesfully also using telnet. I have double-checked the firewall rules and they're correct, but it seems it has not received traffic matching those rules. Could it be a problem with the ISP? Also, on my original message I forgot to mention I tried disabling HAProxy and forwarding port 443 straight to the PBX and the result was the same.

 

[workanda]

Hello workanda,

If all works fine on the LAN but not on the smartphones, than the problem could be the WIFI access point.

Do they have/use like a Guest access on the WIFI?
Can you try on the 4G/5G gsm DATA connection?
Or try on another WIFI with good internet connection.

Let us know if this helps.

Paulo

Thanks for your response. The tests were carried out using mobile data, not Wi-Fi, since that is the use case we need. I have since tried to connect using another mobile network, with the same results, and tried or Wi-Fi, but the way it's configured it doesn't have direct access to our LAN so it does not even log-in that way.

 

[paulodagraca]

Hello workanda,

With a lot of Mobile providers (if not all), they are using IPv6 a lot and not IPv4.
Is this alo the case with your provider?
What about the Certificate, en what about the Firewall on IPv6 ?

Again, just asking, because we don;t know all the information, just what you have provided until now.

Paulo

 

[SteveITS]

@workanda Did you resolve this? We ran into what sounds like the same issue with a client, and deleting and reinstalling the mobile app fixed it. I assume it was the account/configuration somehow but figured deleting the app was easier to instruct over the phone, than deleting just the account/extension.

No idea on the cause except the person claims it started this weekend which would be after the upgrade to 20u6 early Saturday morning. That's our only report of that specific symptom though.

 

[KyriacosS_3CX]

Hey @SteveITS ,

Any chance to know what version of the mobile app they had before? In case they hadn't let their phone update the app for ages.

 

[SteveITS]

I didn’t think to ask but that’s a good question. This client started in fall 2023 as I recall but I don’t know about this employee.

 

[KyriacosS_3CX]

If there was some "incompatibility", perhaps due to an expired/old-type certificate in an old app version, there might be traces in the logs. It is academic now as the problem has been resolved.