3CX Apps unable to connect to 3CX server

[hwong]

I wasn't exactly sure where to post this as it's impacting not only the Windows app, but also the web client as well as both iOS and 'droid. There were no changes made to our firewall or the PBX. We are not able to connect to the PBX from outside our network, using any of the apps. I've already scoured the forums and tried everything that I found but no love.

I've verified that the needed ports are open through the firewall, as we are able to go to our URL and get to the system on port 5001. But that's where it stops, any of the apps that try to connect to it can't. The 3CX app on my Android phone is perpetually connecting and goes no further. I've used the QR code in the email to provision the app and no joy. One of my team members has an iPhone with the 3CX app and experiences the same behavior.

I've also used the 3CX tunnel log to determine that there is what looks like traffic getting to the PBX but that the tunnel is created and destroyed almost immediately.

Please help!

 

[leejor]

I assume you've run the 3CX Firewall Checker and all passed? Have you had a look at the 3CX Activity log (set to Verbose logging level), for (possibly) more information?

Are you able to log in to the PBX remotely?

It may not have any affect, but have you tried a re-boot of the PBX?

 

[hwong]

I assume you've run the 3CX Firewall Checker and all passed? Have you had a look at the 3CX Activity log (set to Verbose logging level), for (possibly) more information?

Are you able to log in to the PBX remotely?

It may not have any affect, but have you tried a re-boot of the PBX?

Correct, I did run the 3CX Firewall checker and it reports no problems, comes back all green. I'll have to wait on the Activity log as turning on verbose requires a reboot. Otherwise I've not done that.

Yes, I can log into the PBX remotely, no problem.

Yes, when we were notified of this issue that was one the of the first things I did.

 

[SteveITS]

turning on verbose requires a reboot

It doesn't, actually. It says it does but I've never had to, to change log levels.

 

[hwong]

It doesn't, actually. It says it does but I've never had to, to change log levels.

Ahhh, ok cool. I'll turn it on, and see what I get.

 

[hwong]

Ok, so the logs aren't really shedding much light on what's going on, at least not from what I can tell. But I did use the packet capture feature and ran a couple of captures from the 3CX server using the console, there's very little if any trafficon port 5090. I see a fair bit of traffic on 5001 and 5060, which I would expect. We have quite a few poeple that are outside the firewall so I would think that I'd be seeing more traffic on 5090. Also it's all TCP traffic, not sure if that's 'normal' or not. Most of what I'm seeing on 5090 is retrasmission traffic and nothing else.

 

[SteveITS]

Is your hostname resolving to the correct public IP?

 

[hwong]

Is your hostname resolving to the correct public IP?

Yes, I verified that it is. In fact when you use any of the apps to connect you can see the team members etc. anything using 5001 to talk to the PBX, it's only when you try to either call out or dial an extension.

 

[leejor]

Are you certain that a firewall, or something else, on your network is not blocking port 5090?

 

[hwong]

Yes, I've verified that there's no firewall that would be blocking 5090.

 

[leejor]

If this was working previously, then something must have changed, somewhere. Perhaps something (your router?) needs a reset. Things don't just stop working for no reason. It may not be something that is obvious, or "shouldn't do that", so you may have to use a process of elimination, to find the "culprit".
There have been a number of times when I've encountered a network problem, that was caused by a simple switch, that showed no outward signs that it was malfunctioning.