3CX FQDN is down and won't come back up

[Gavin.Millar]

Hey Team,

We were attempting to migrate our 3CX from Azure to Google Cloud. We were initially having difficulties with our 3CX in Azure randomly stopping over night without any one using it. We would have to restart the VM each time this occurred and thought we'd see how Google Cloud Responds.
During this process 3CX stopped entirely. Our FQDN isn't even being registered anymore, it's provided by 3CX as well.

Because of this I can't get into the portal, to link our system to an account to create a ticket. Believe me I've tried.
What's the best way to get this back up and running.

Thanks,

 

[cobaltit]

So the Azure issue was likely due to no swap space. The linux monitoring agent they installed seemed to make 3CX go OOM more often than other providers, but all of the micro instances had this issue. 3CX adjusted the PBXExpress setup about 2 week ago to create swap files now but you still have to do it manually if you do manual installs.

As far as your 3CX FQDN not working/resolving at all that should only happen if you released it in the customer portal or if it was a trial account that was inactive for an extended period of time. If you have a backup without the license key you can just get a new key and restore from there.

 

[YiannisH_3CX]

Hello @Gavin.Millar

Can you access the management console via the public IP address? Also does your FQDN resolve to your old IP? If so then you probably need to wait to the DNS to propagate to the new IP.
Your costumer portal should not be affected by this change. If you are still not able to access it then i would recommend contacting our customer support department so we can look into your issue.
https://www.3cx.com/company/contact/

 

[Gavin.Millar]

Can you access the management console via the public IP address?

- No I can't get a public IP off it. It's a 3cx IP (iticket.3cx.co.nz)

Also does your FQDN resolve to your old IP? If so then you probably need to wait to the DNS to propagate to the new IP.

- Negative; NSLOOKUP says it cannot resolve the domain name.

Your costumer portal should not be affected by this change. If you are still not able to access it then i would recommend contacting our customer support department so we can look into your issue.
https://www.3cx.com/company/contact/

https://www.3cx.com/company/contact/ - I can't get any support as I need to link my account from the management console ( which is down)

So the Azure issue was likely due to no swap space. The linux monitoring agent they installed seemed to make 3CX go OOM more often than other providers, but all of the micro instances had this issue. 3CX adjusted the PBXExpress setup about 2 week ago to create swap files now but you still have to do it manually if you do manual installs.

- OK, so that's good to know - might need to get larger disk space for it so we could update that - but yea wouldn't change the current situation of it being down now.

As far as your 3CX FQDN not working/resolving at all that should only happen if you released it in the customer portal or if it was a trial account that was inactive for an extended period of time. If you have a backup without the license key you can just get a new key and restore from there.

- I don't think we did - we were still in testing phase so hadn't gotten it to a place where we could validate it as working properly for a back up.

 

[YiannisH_3CX]

Did you release your licence key from your FQDN during the moving process? If yes then that would explain why the FQDN is not resolving to an IP.

https://www.3cx.com/company/contact/ - I can't get any support as I need to link my account from the management console ( which is down)

You only need your licence key to create a ticket with our costumer service. You should have that in the email you received when you requested the key

 

[Gavin.Millar]

Did you release your licence key from your FQDN during the moving process? If yes then that would explain why the FQDN is not resolving to an IP.

I don't believe so I simply followed the express method for creation. Now whether or not this attempts to release the initial one I don't know but I guess that is a possibility.

You only need your licence key to create a ticket with our costumer service. You should have that in the email you received when you requested the key

Yea I tried that but then when I put the key in it says it's not registered to my account. Googling that suggested it had to be done via the console page - But I'll try again.

It may be a case of me having to wait a week as I did try it a few times (migrating to Google cloud) and it failed so if I try now I get a message of the certificate has failed too many times in 7 days (so I might have to wait till Thursday to get it back up)

 

[Gavin.Millar]

For reference to the issue this is what I get when attempting to do a tech support request.

 

[Gavin.Millar]

Failed to start 3CX PhoneSystem 01 SIP/RTP Tunneling Proxy
3CXTunnel01.service: Unit entered failed state error: maximum authentication attempts exceeded for root from x.x.x.x port 26368 ssh2 [preauth]

Failed password for root from x.x.x.x port 26368 ssh2
Failed password for invalid user ts from x.x.x.x port 48776 ssh2
Failed password for root from x.x.x.x port 26368 ssh2

input_userauth_request: invalid user info [preauth]
input_userauth_request: invalid user ts [preauth]
Invalid user ts from x.x.x.x port 48776

pam_unix(sshd:auth): check pass; user unknown
pam_unix(sshd:auth): authentication failure; logname= uid=0 euid=0 tty=ssh ruser= rhost=x.x.x.x

Received disconnect from x.x.x.x port 48776:11: Bye Bye [preauth]
Disconnected from x.x.x.x port 48776 [preauth]


3CXCfgServ01.service loaded failed failed 3CX PhoneSystem Configuration Service
3CXEventNotificationManager.service loaded failed failed 3CX Event Notification Manager
3CXMediaServer.service loaded failed failed 3CX PhoneSystem Media Server
3CXTunnel01.service loaded failed failed 3CX PhoneSystem 01 SIP/RTP Tunneling Proxy

These are the logs I have and I just don't get what's going on to be honest

 

[YiannisH_3CX]

Did you install the PBX using PBX Express or did you do it manually? From the logs you posted it looks like you do not have sufficient rights.
Can you send me a p.m. with your licence key so we can check where is key is linked to?

 

[Gavin.Millar]

I started off trying to go to through the express method. Then went to manual but I gave up halfway through - so hadn't got around to doing it.

I'll send it shortly for you.