Solved 3CX PhoneSystem 01 Management Console & 3CX Gateway Service don't start automatically

[dza]

I'm running 3CX on a win 10 pro VM. After upgrading to the latest version 18.0 (Build 461), the two services, 3CX PhoneSystem 01 Management Console & 3CX Gateway Service, fail to start automatically once windows restarts. I need to start them manually each time. The start type is set to Automatic for both services. I tried changing it to Delay Start based on the suggestion from the following threat:

https://www.3cx.com/community/threa...-v16-to-v18-server-error-at-login-page.88404/

However, the issue still persists. Any help would be appreciated.

 

[Alphabetic]

What else have you got on the VM?

I would try using MSCONFIG and Task Manager to modify startup items leaving on the 3CX and Microsoft services to start.

https://support.microsoft.com/en-us...-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd

I would also look at the dependencies of the services not starting to make sure they're starting too.

Then, check event logs to see why.

 

[Lee Cramman]

Then, check event logs to see why.

This - should be relatively easy to find in the cause in the services log.

 

[olibro]

We have this exact same issue in a very similar scenario, the services show as 'Starting' then you get the 30 second service timeout error in eventvwr.

I've tried setting logs to verbose, and reproducing the issue, but after trawling through the logs, I have come up empty.

If we start the services manually after they first fail, they work fine.

We have just performed a 16 -> 18 upgrade on Server 2019.

Any help is greatly appreciated!

 

[ChrisC_3CX]

@dza
@olibro

Can you both please provide more info on the matter so that we can better understand the exact situation and see how can help?

1. First off, as @kieferschild mentioned, is there anything else installed on the machine apart from 3CX? Please do let us know even if it's just RMM software, antivirus, etc.

2. @dza How did you upgrade, was it an upgrade from within 3CX from one v18 version to the latest or a v16 to v18 upgrade meaning you had to uninstall / re-install?

3. Are the PBXs at hand compliant with our hardware specs: https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

4. @olibro Have you also tried setting those two services to "Automatic(Delayed start)", if yes, did anything change?

 

[olibro]

Forgot to mention, we get an email:

The following service(s) were interrupted:
3CXGatewayService
3CXPhoneSystemMC01

1. Software installed: Sophos antivirus, 7zip, Chrome, Wireshark
2. Upgrade was from latest version of v16, by taking full backup, uninstall, then install v18 using backup.
3. Yes
4. Does seem to work with delayed start. Is this a supported configuration?

Thanks!

 

[ChrisC_3CX]

Does seem to work with delayed start. Is this a supported configuration?

Depending on the host and it's configuration you might need to do this sometimes and it's not unsupported per se but the reason it is required in the first place may hint to something problematic such as an unsupported configuration causing issues, for instance an underspeced instance, other software running or launching on startup, etc.

If delayed start solves this I recommend keeping these settings, if you want to investigate further first thing I'd suggest is completely uninstalling the antivirus or any other 3rd part software, rebooting the machine and then try again.

All-in-all, it sounds like you should be fine now.

 

[olibro]

Okay thanks. We'll roll with it like that for now.

It will be interesting to see what @dza comes back with, maybe they are a Sophos user also, otherwise it sounds very coincidental that two people have the same issue at the same time, and if the delayed start didn't work for @dza, maybe it won't be reliable for us either...

Out of interest, what does the Gateway service do exactly? Other than the management console, we couldn't really find anything else not working.

Are there any plans on Server 2022 support? I wouldn't mind doing a fresh Windows install, but it would be nice to install the current OS version.

Thanks

 

[ChrisC_3CX]

Out of interest, what does the Gateway service do exactly?

The Gateway service is mostly responsible for functionality related to the 3CX Webmeeting.

Are there any plans on Server 2022 support?

Not supported yet I'm afraid so I do recommend sticking with one that currently is to be safe: https://www.3cx.com/docs/manual/phone-system-installation-windows/

 

[dza]

@dza
@olibro

Can you both please provide more info on the matter so that we can better understand the exact situation and see how can help?

1. First off, as @kieferschild mentioned, is there anything else installed on the machine apart from 3CX? Please do let us know even if it's just RMM software, antivirus, etc.

2. @dza How did you upgrade, was it an upgrade from within 3CX from one v18 version to the latest or a v16 to v18 upgrade meaning you had to uninstall / re-install?

3. Are the PBXs at hand compliant with our hardware specs: https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

4. @olibro Have you also tried setting those two services to "Automatic(Delayed start)", if yes, did anything change?

1) Software installed are Chrome, TeamViewer, TrendMicro AV

2) Upgrade was from the latest version of v16, by taking a full backup, uninstall, then install v18 using backup.

3. Yes

4. I did. However, it didn't resolve the issue

I started experiencing this issue after installing the second Patch.

 

[dza]

This - should be relatively easy to find in the cause in the services log.

These are the logs I see in the Event Viewer related to 3CX

A timeout was reached (30000 milliseconds) while waiting for the 3CX PhoneSystem 01 Management Console service to connect.

A timeout was reached (45000 milliseconds) while waiting for the 3CX PhoneSystem 01 Management Console service to connect.

The 3CX Gateway Service service depends on the 3CX PhoneSystem 01 Management Console service which failed to start because of the following error:
The service did not respond to the start or control request in a timely fashion.

The 3CX PhoneSystem 01 Configuration Server service depends on the 3CX PhoneSystem Database Server service which failed to start because of the following error:
The operation completed successfully.

 

[NickD_3CX]

1) Software installed are Chrome, TeamViewer, TrendMicro AV

These are the logs I see in the Event Viewer related to 3CX

A timeout was reached (30000 milliseconds) while waiting for the 3CX PhoneSystem 01 Management Console service to connect.

A timeout was reached (45000 milliseconds) while waiting for the 3CX PhoneSystem 01 Management Console service to connect.

The 3CX Gateway Service service depends on the 3CX PhoneSystem 01 Management Console service which failed to start because of the following error:
The service did not respond to the start or control request in a timely fashion.

The 3CX PhoneSystem 01 Configuration Server service depends on the 3CX PhoneSystem Database Server service which failed to start because of the following error:
The operation completed successfully.

We have seen many Windows installations that have faced issues during upgrades when AV software is present, that's why we have also suggested at the very least excluding the 3CX folders from any scanning from AVs:
https://www.3cx.com/docs/manual/phone-system-installation-windows/#h.8fvtvgaubv22

At this point, the fast solution to getting your system up and running again, if you have a recent backup available would be to:
1. Disable the AV and restart the server.
2.Uninstall 3CX
3. Download the the installer and re-install 3CX
4. Restore the backup during the re-installation software.

If you don't have a recent backup, you could try creating one now using the command line backup:
https://www.3cx.com/docs/backup-restore-command-line/

 

[dza]

Hi All,

I finally found a solution without needing to uninstall/reinstall the application. Based on the Event logs, the two services I mentioned above couldn't start due to a time-out error. To fix this, I followed the steps in the article below.

https://docs.microsoft.com/en-US/tr...ice-not-start-events-7000-7011-time-out-error

Thank you all for your help

 

[NickD_3CX]

Hi All,

I finally found a solution without needing to uninstall/reinstall the application. Based on the Event logs, the two services I mentioned above couldn't start due to a time-out error. To fix this, I followed the steps in the article below.

https://docs.microsoft.com/en-US/tr...ice-not-start-events-7000-7011-time-out-error

Thank you all for your help

Thanks for sharing the solution!

I am sure this will help many other users, and as this solved your issue I'll mark this thread as 'Solved'.

I do have to say that it shouldn't take any of the 3CX Services more than 30 seconds to start, so technically speaking this should not be needed. Due to this, I would still recommend:

• Adding the folders noted in our guide to the exclusions list of your AV
• Possibly schedule a downtime at some point to perform a re-install and restore from a backup just to make sure.