3CX Hosted PBX gone offline. Help!

[JTW]

We have recently signed up to 3CX with a PBX hosted free for 6 months by 3CX. The PBX has gone offline. Help please!
John

 

[JohnS_3CX]

Hello,

Click on my name and start a private conversation with me, and send me your License key so we can take a look

 

[JTW]

I'm currently watching the final day advanced webinar training with Nick and was logged into the PBX Dashboard and click on the Log Activity link! The PBX seems to have crashed. SIP phone showing No Service. Web interface not connecting.
Because the PBX is hosted by 3CX, I have no access to the machine running the PBX to resolve the issue.
Please help.

 

[Alphabetic]

I'm currently watching the final day advanced webinar training with Nick and was logged into the PBX Dashboard and click on the Log Activity link! The PBX seems to have crashed. SIP phone showing No Service. Web interface not connecting.
Because the PBX is hosted by 3CX, I have no access to the machine running the PBX to resolve the issue.
Please help.

You was advised to start a private chat with 3CX - Surely your PBX offline takes priority then a webinar which will probably be recorded for you to go watch back.

Please follow instruction.

 

[JTW]

You was advised to start a private chat with 3CX - Surely your PBX offline takes priority then a webinar which will probably be recorded for you to go watch back.

Please follow instruction.

I did start a private chat immediately I saw the post, having provided additional information explaining what I was doing when the PBX crashed, which some people find helpful when assisting with an issue!

I am now dealing with the issue inside a private chat. Something you may have realised had you taken the time to look at the times on the posts.

 

[WHSBFL]

Hi all, I have the same issue. I am using the 3CX with PBX hosted free for 6 months by 3CX and this morning the PBX has gone offline.

Any help would be much appreciated please?

Many thanks

 

[JohnS_3CX]

Hi @WHSBFL please do the same as post #2 and I can check for you

 

[JTW]

Hi

I currently have a private chat open with JohnS_3CX as of 10:06 this morning. He responded back to me at 10:12 saying they were going to check and get back to me. That was the last communication.

I can ping successfully the IP address, so I was guessing that the 3CX PBX services had stopped, but without direct access to the machine itself, there is nothing I can do.

Sorry to hear that you have a similar issue, so it could be linked to mine.

 

[WHSBFL]

Hi JTW,

Thanks, I have done the same and John is looking into it for me to. At least you can ping your PBX IP. My IP won't ping at all.

Same, sorry you are having issues. Other than this the 3CX setup and usage has been working great. I have heard that Virgin Media had some network issues earlier so not sure if it's related. May be it's datacentre connectivity but if you can ping it would suggest not and I would have thought there would be fail over options for connectivity so was a long shot.

 

[WHSBFL]

Hi JTW, have you had any updates please?

 

[JTW]

Hi

Nothing to report other than a comment from John at 12:16 saying 'Should not be too long now, and I will be able to inform you'.

I'm still offline and feeling very frustrated. I sold the idea of 3CX to the directors last year and we have just managed to get out of our phone contract and plan on transferring across to 3CX in a few weeks time. This is a little embarrassing to say the least.

I agree, 3CX setup and usage has been working well and I have been signing in to the free training webinars over the last two weeks, the final one on debugging this morning! I have been able to set up the PBX with a SIP trunk and yesterday signed up to the SIP trunk provider for a paid plan in order to start the process of porting our landline numbers across. That's had to be put on hold today.

We have both Virgin Media Business Broadband and BT Infinity Broadband, and did have a number of disconnections to the webinar, starting around the same time that the PBX went offline. This would have been going through our VM connection rather than the BT connection (which is primarily for email and the PBX traffic), although they are configured on our firewall as failover for each other.

Let's hope it's resolved soon. It's made me consider looking into hosting on something like Amazon LightSail sooner rather than later, as the company can't afford to be offline for this length of time when we go live.

 

[JTW]

The embarrassing thing for me is that I configured automatic backups to run every night, however, these backups are on the PBX machine. I've not downloaded them locally. Ooops!!!

 

[WHSBFL]

Oh dear not good. I completely understand. Still offline here also. Definitely worth considering the on prem virtual or alternate hosted option at this rate as I could really do with it not being offline for this amount of time either. It would be nice if we could at least see a hosted status to know it's the host servers down or something else. Just so I could feedback to management.

 

[pmterp]

I'm not sure how the 3CX hosted instances work. Do you have SSH access to them?

 

[JTW]

I trialled it last year using on-premises 10 year old laptop running Windows 10 to host the PBX. Whilst it worked well internally, I had issues with the firewall check failing on the full cone test. Also, most of our staff are remote, and now with Working From Home, nearly all our staff are remote. I didn't want to have the PBX traffic traversing our firewall and internal network unnecessarily. Hosting in the cloud currently makes more commercial sense.

 

[JTW]

I'm not sure how the 3CX hosted instances work. Do you have SSH access to them?

No SSH and there is no Terminal button, so must be on a Windows VM, not a Linux VM.

 

[pmterp]

No SSH and there is no Terminal button, so must be on a Windows VM, not a Linux VM.

Oh, bummer. Hopefully you'll hear back soon. Sorry

 

[cobaltit]

You can get a $300 credit with Google Cloud yourself or it's $5/month at Amazon Lightsail. If you decide to use the FREE 3CX hosting for something important that's on you. The free instance is just to test/demo, it shouldn't be used for production for this exact reason, you have no control over the actual VM.