Solved 3CX FQDN problem (Another sever using the same FQDN)

[carlosmarchi]

Hi there,

One of our customers FQDN (d******.my3cx.com.br) is conflicting with another server deployed using the same FQDN (not deployed by us, btw).

From time to time, the FQDN updates to this different IP owned by digital ocean (while our customer is running at AWS) that's indeed running a 3CX instance unknow to us.

If we try to change the setting from static to STUN, it says that the STUN severs already have that FQDN registered with another IP. Then if we reboot our instance a couple times, the FQDN is re-registered with the correct IP. Luckily until now this only happened outside their peak hours, but we need to get this solved somehow. Any advices?

Thank you,

 

[NickD_3CX]

Hi there!

From what I can see, the customer, or someone else that has access to the Customer Account of the customer that corresponds the the License Key, at some point must have created a "Hosted by 3CX" instance. which as you pointed out is in Digital Ocean.

If this was not the intention, or if you and the customer do not want to have it Hosted by 3CX and instead continue to use AWS, then you must request to have the Hosted by 3CX instance deleted.

The general rule is, you must not have the same license key activated on more than one Active PBXs.

I will move this thread to the Hosted section.

 

[carlosmarchi]

You pointed the right way, but the mistery continues. We're in Brazil and we can't have hosted instances because they are not available at our region, and we receive a warning when we try to do so through the management panel.

Yet, the key related to the FQDN that is having problem is indeed being shown as HOSTED (and the customer region is also set to Brazil, so the hosted deployment can't be done). Since we can't deploy it as hosted and it has never been done, we don't have the admin password to request its deletion either. This key is running from AWS since first deployed at Jul/2020.

If we buy a ticket, would the support be able to help us getting this solved?

 

[NikosT_3CX]

@carlosmarchi we used to have hosting in Brazil so its not impossible to have a machine on our side.
Now we do not offer this service any more as hosting provider we are using is not offering this service there.
Now to fix this up, open a support ticket, mention my name "Nikos" and I will take it on me to sort it out. I will need some prove from your side that it s your customer 's PBX but lets discuss this in the ticket.
As you can understand we can not go and just remove machines on the fly, we need some proof