Solved 3cx Mobile App - External calls from External Ip

[illusionz]

Hi,

Everything is working great, except calling out on 3cx app remotely. Works fine in the office. When we are external, we cannot dial out and get "forbidden".



Everything is set up the way it should be (at least nothing has changed since it was last working) and it was all fine until the latest update of 3cx.



Please advise,
Frankie T

 

[AWS2P]

no config change in outbound rules?
No change in extensions?

is it for all phones or only one ?

Since when do you have this behavior?
Where is your PBX ? local ? Cloud?
Did you change something on firewall rules?

 

[illusionz]

All phone apps,

No changes in anything.

We did a 3cx update last week and this started happening.

PBX is on a windows machine, local to our network. Outbound calls from app work fine internal.

No firewall rules changed, all ports are forwarded and such cuz I can provision and register the app just fine, can make extension to extension just fine even externally.

Just can't call out using the 3cx app to external numbers on an external network.

 

[AWS2P]

do you have any VOIP data limitations on mobile lines?

in extensions nothing wrongly ticked

 

[AWS2P]

can you set logs in verbose and do a call test to see what's in logs when forbidden?

Forbidden let think about outbound rules, can you share a screen copy of yours? (hide sensitives infos)

 

[illusionz]

Having the problem on any network, not just mobile data but wifi as well. more than one network.

 

[illusionz]

Wanted to be clear, calls work fine from the app in the office. Even external calls.

Will append logs

 

[illusionz]

03/24/2020 2:33:25 PM - Terminated from "Frankie"<sip:x>;tag=XClc1mNbVEly5hpJbl16k1STbSWNBdT7 to <sip:x;tag3cx=vmqlxocn>;tag=a670c276; reason: Rejected
03/24/2020 2:33:25 PM - L:42.1[Extn:1002] Sending: OnSendResp Send 403/INVITE from 0.0.0.0:0 tid=PjGCbrh2WrQqS3D24Ior4cc4efdDz8AKpZ Call-ID=KCo0RzOJn8R.Nf5HigRHVjqE8X2Ifa1M:

SIP/2.0 403 Forbidden

Via: SIP/2.0/UDP 127.0.0.1:5080;branch=z9hG4bK-524287-2---PjGCbrh2WrQqS3D24Ior4cc4efdDz8AKpZ;rport=5080

Via: SIP/2.0/UDP [x]:51917;branch=z9hG4bK-524287-1---tunneltid;rport;tnlid=clnt.0-ff0vrz7saddtpxpedzqu0m7gslkbl7jt_388775820

Via: SIP/2.0/TCP 127.0.0.1:50195;rport;branch=z9hG4bKPjGCbrh2WrQqS3D24Ior4cc4efdDz8AKpZ;alias

To: <x;tag3cx=vmqlxocn>;tag=a670c276

From: "x"<sip:1002@x>;tag=x

Call-ID: x

CSeq: 29420 INVITE

Warning: 499 x "Forbidden"

Content-Length: 0

 

[AWS2P]

May be it is a codec negotiation problem , what codec order do you have in APP?
What your sip provider expect as prefered codec ? is it in right order in trunk settings?

Perhaps you try to use a codec refused by your sip provider and this abort the call.

 

[illusionz]

Would that be the same in the office though? Deskphones work fine and internal calls are fine, not sure if the codecs would work that way. Dont know them enough to say though.

 

[illusionz]

Including this so maybe I can eat my words, thank you for your time by the way:




But who do we reach out for support if our reseller doesn't know the problem and 3cx cant really be contacted for support?

 

[AWS2P]

is it a 3cx supported trunk SIP provider? was trunk set with 3cx template ? if so, then codec order should match in trunk prefered order expected from provider (if they have not been manually changed after )

Even it's not a supported one , you should have a support number , when you subscribe to them you surely got contact no?

Codec settings are in each devices, deskphones extensions, App, Windows client, Webclient, Trunks, so everywhere you need to check order and change to align them on prefered order from your SIP provider.

 

[illusionz]

Hi,

Everything works great in the phone system except the new update, with the 3cx app being external to the network.

Any no, I have no support it says. Can't even make a support ticket. 3cx has no support number either so that's cool.

 

[AWS2P]

if you are direct user of 3cx, support ticket are not free, this cost 75€ or $ don't know where you are located.

has your PBX been installed by a 3CX partner or by yourself with a free edition ?

 

[illusionz]

Hi, we are licensed till 2022 with the full version. Installed by a partner but he left the company, and no one else knows 3cx.

Tried contacting 3cx but no luck.

Stinks, I like the system but if we can't support it we will be forced eventually to go to a new system!

 

[AWS2P]

where are your from? surely you can find a new partner near your location, or try to learn with free 3cx academy and with forum help

is it a big system or small one ?

 

[illusionz]

Hi, small system, no use in finding a partner for just this one issue everything else is fine - just something broke with the update :/

 

[JohnS_3CX]

Hi @illusionz

App exact version number?
Android /iPhone? and What OS version?
Is the tunnel enabled working? ( you will see a Yellow lock icon during calls


Start here please and provide full info: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[illusionz]

LOL thank you for all your help turned out the problem was my boss.

 

[JohnS_3CX]

no problem, sometimes we forget user error when we troubleshoot