3CX PhoneSystem 01 SIP/RTP Tunneling Proxy Stopping Randomly

[Michael Rasmus]

Hello anyone that can help me,

I have a customer on our cloud hosted 3CX system installed on linux debian 8, there is an SBC on site with 4 phones behind the SBC.
Every now and then the 3CX PhoneSystem 01 SIP/RTP Tunneling Proxy would stop which would cause their phones to de-register and wont re-register until i manually start the tunnel proxy.
I can't for the life of me find out why this is happening. This could happen once a week or once a month or even longer between drops.
The SBC is a Raspbery pi 3 running on Debian 9


The customers has 2 internet connections: DSL and 4G.
The phones go through the 4G connection and everything else goes through the DSL connection.
It is setup like this as the DSL in their area is terrible which causes call quality issues when you download/upload anything. The 4G connection is good which eliminates the call quality issue.
I have this exact setup for several different customers with no issue, this is the only customer that has the tunneling proxy stopping issue.

Any help on this matter will be much appreciated.

Regards
Michael

 

[daktur]

Hi @Micahel,

What is the 3CX version you are using? If it is v14, the tunnel issue is known and it was fixed on v15.

Best.

 

[IoannisM_3CX]

Hello @Micahel

can you please provide us with some more information? What is the exact build version of your SBC?

 

[Michael Rasmus]

Hi @Micahel,

What is the 3CX version you are using? If it is v14, the tunnel issue is known and it was fixed on v15.

Best.

The 3CX version is on the latest update.

Hello @Micahel

can you please provide us with some more information? What is the exact build version of your SBC?

What other information are you after in regards to the SBC that isn't in the screenshot and what command do i need to run to get the information.

 

[Michael Rasmus]

I am having the issue more and more now.
it has now been 3 days in a row where the phones are de-registered. After a reboot of the phone system the phones come back up.

Also during the day all the phones dropped out. I checked the server and all services were running but i restarted the tunnel service anyway then the phones registered again.

either the phone system has a bug that has an issue with the tunnel proxy that doesn't show that it isn't working or there is something else that is causing the tunnel proxy to stop.

 

[YiannisH_3CX]

There seems to be something that is causing the tunnel to crush so the connection is lost. A good way to troubleshoot this is going through the tunnel logs of the PBX and see if anything is reported in the logs. You will need to set the system to verbose logging to get as many details as possible.
Alternatively you can create a ticket regarding this with our support department so they can go through the system and SBC logs and determine the cause of the issue