Solved 3CX Remote Clients no longer have audio

[ITRCO]

Remote clients using IP phones and 3CX Proxy Manager are working fine, but today we noticed that audio does not work on IPhone, Android and PC 3CX Phone clients when remote. I have uninstalled and reinstalled a new client on Android, with a new welcome email settings. I have tried the option of "PBX Delivers Audio" but that made no change. Calls connect but there is no audio either way.

This has worked just fine in the past and I have made no changes to the 3CX settings or my network settings. I have kept up with updates; could something have changed?

 

[craigreilly]

firewall test passes ok?

 

[ITRCO]

Yes; it passed today.

 

[craigreilly]

Yes; it passed today.

what is the firewall? done a wireshark?

 

[ITRCO]

The machine is using a Windows Firewall and we are using a Juniper Firewall Router. I haven't tried wireshark yet.

 

[leejor]

Have you tried from just one, or multiple remote locations?
Any errors (Codec?) showing in the 3CX Activity log? Registrations look OK?
No changes made to hardware/firmware/network/windows update?

 

[ITRCO]

Yes, tried from multiple locations / ISPs (East Coast & West Coast USA). I don't see any errors in the log. Here is a recent attempt from an Android client. The callee got the call, heard nothing and hung up; I heard nothing on my end, too.

04/26/2017 4:57:43 PM - Leg L:89.1[Extn:316] is terminated: Cause: BYE from local
04/26/2017 4:57:43 PM - [CM503008]: Call(C:89): Call is terminated
04/26/2017 4:57:43 PM - Leg L:89.2[Line:10000>>123456789] is terminated: Cause: BYE from B.B.B.B:5060
04/26/2017 4:57:37 PM - Currently active calls - 1: [89]
04/26/2017 4:57:31 PM - [CM503007]: Call(C:89): Line:10000>>123456789 has joined, contact <sip:[email protected]:5060>
04/26/2017 4:57:31 PM - [CM503007]: Call(C:89): Extn:316 has joined, contact <sip:[email protected]:9057>
04/26/2017 4:57:31 PM - L:89.2[Line:10000>>123456789] has joined to L:89.1[Extn:316]

I regularly do Windows updates; did some last week. We likely haven't used this functionality since before that.

 

[YiannisH_3CX]

What version PBX are you on? IS the option use the tunnel enabled under the extension settings?

 

[ITRCO]

Version is Standard 15.0.62928.5
Block Remote Tunnel Connections is NOT checked on the extension options.

 

[YiannisH_3CX]

Sorry i was not more clear, i meant the option that is located under extension settings / phone provisioning / choose 3CX client from the drop down list. There is an option called "Use 3CX Tunnel for remote connections (3CX Client only)".
Is that enabled?

 

[ITRCO]

I don't see any 3CX Phone options. I know they used to be there! Could this have been disabled system wide?

 

[YiannisH_3CX]

Are you sure the options are not there? See attached screenshot

 

[ITRCO]

Now is see it! "Use 3CX Tunnel for remote connections (3CX Client only)" was not checked. That fixed it--thank you!

 

[YiannisH_3CX]

Glad to hear this worked for you

 

[ITRCO]

Another client continued to have this issue after updating the tunnel setting. Uninstalling and reinstalling the app on IPhone, along with a new Welcome Email did the trick.