3CX Removed SIP Trunks but still thinks it running

[John14]

Hi Everyone,

Weird issue, One of our SIP Trunk removed itself from our PBX but on the PBX Dashboard it still registers as it is up and running. This is the reason when I go to recreate the trunk it keeps unregistered as the 3CX is registering the original trunk at the same time.

Never seen this before with 3CX. Did anyone have this issue before? What do we need to

 

[AWS2P]

have you tried a pbx reboot?

 

[John14]

Yes sorry i forgot to add that too. I have restarted the 3CX Services and still no luck i also rebooted the Azure VM and no luck aswell. Seems to be attached somehow. Could it be a bug. The PBX is on version 16.0.0.1581.

 

[cobaltit]

I don't see a problem. You have 2 SIP trunks defined, and the 3rd trunk is the WebMeeting Bridge which doesn't show up in v16. There's no mystery trunk which removed itself. I think the Webmeeting Bridge shows up under trunks since Update 2 along with SBCs. There's no mystery trunk that 'removed' itself.

 

[AWS2P]

Just apply latest V16.0.3.676 and everything be visible

 

[YiannisH_3CX]

Hello John,

What do you mean by the trunk removed it self from the PBX? Did it disappear on its own or was it deleted by someone?

 

[Cytranic]

Hello John,

What do you mean by the trunk removed it self from the PBX? Did it disappear on its own or was it deleted by someone?

He's using an older version where it includes the webmeeting count along with the SIP trunks, but doesnt show the web meeting trunk in the trunk view.

 

[YiannisH_3CX]

He's using an older version where it includes the webmeeting count along with the SIP trunks, but doesnt show the web meeting trunk in the trunk view.

Yes that part i understand but i am more worried on how the trunk originally removed it self from the PBX.

 

[John14]

Yes that part i understand but i am more worried on how the trunk originally removed it self from the PBX.

Yes, i understand the concept that 1 trunk counts as the Webmeeting. I didn't know that but yes im hardly ever in a clients PBX until theres error happen or im building the PBX. I can confirm no one deleted anything as this client was live.

Once we had the report of an issue from the client i went into the PBX to find that the main sip trunk was removed and the inbound and outbound rules. I contacted my SIP carrier and they confirmed that they can see the trunk registering.

When i re created the trunk with new auth password, it kept unregistering and locking itself out on our Carrier side. This is because the trunk that disappeared is still running at the same time the new trunk is registering.

This is the first time i've noticed this issue. Also when the found out the SIP trunk disappeared, i called the main number that was of the missing trunk and it had some way of still reaching 3CX but on 3cx it didnt show me calling on active calls or in the call log.

Currently we have the trunk on the carrier side call forward to another SIP provider until we sort out the 3cx issue.

Also confirm with the carrier side there is no fraud action happening on that trunk.

 

[florink]

Can you ask your provider to see where the connection is coming from and compare it with the IP that it SHOULD be registering? You say that calls terminates but don't show in the logs. You say that it registers but it's not shown in the PBX. From what you are describing, the SIP trunk is being registered through another PBX? Unless I misunderstood what you described.

 

[YiannisH_3CX]

I would run a wireshark capture on the machine and see if the PBX is trying to register to the provider and if incoming calls are actually hitting that PBX. As for the trunk disappearing i never heard of such an issue before. You could also create a ticket with our support department so they can take a look at the PBX logs and see if there is anything out of the ordinary happening.

 

[John14]

Can you ask your provider to see where the connection is coming from and compare it with the IP that it SHOULD be registering? You say that calls terminates but don't show in the logs. You say that it registers but it's not shown in the PBX. From what you are describing, the SIP trunk is being registered through another PBX? Unless I misunderstood what you described.

I contacted the carrier to confirm that it is registering from the same IP as the PBX (Azure Cloud). So i made calls when the issue was report just to see what response i get and it was still going through but it didnt show up in the call logs or active calls. So basically what i'm saying is because the SIP Trunk disappear from the PBX i think that it was still there acting as the trunk but hidden. When i recreated the trunk it kept unregistering.

 

[John14]

I would run a wireshark capture on the machine and see if the PBX is trying to register to the provider and if incoming calls are actually hitting that PBX. As for the trunk disappearing i never heard of such an issue before. You could also create a ticket with our support department so they can take a look at the PBX logs and see if there is anything out of the ordinary happening.

Yes this is a first for me aswell. Where can i get the PBX Logs? So i can have a look myself and sure i might have to lodge a 3cx ticket.

 

[YiannisH_3CX]

You can create a support info bundle from the support tab on the top right of the management console. You will receive an email (if you are the admin) with a link to download the support info.
Could there be another PBX installation in your network which might be causing this issue? Or maybe a failover server that has become active for some reason?

 

[John14]

You can create a support info bundle from the support tab on the top right of the management console. You will receive an email (if you are the admin) with a link to download the support info.
Could there be another PBX installation in your network which might be causing this issue? Or maybe a failover server that has become active for some reason?

So we can identify that the missing trunk seems to be still registering somehow to our carrier on this exact same PBX. We did create a need trunk with new auth id and password but the new trunk is unstable and consistently unregistering. Anyone have any idea how to fix this in 3CX. Do i need to restore to a time before the trunk disappeared?

 

[NickD_3CX]

So we can identify that the missing trunk seems to be still registering somehow to our carrier on this exact same PBX. We did create a need trunk with new auth id and password but the new trunk is unstable and consistently unregistering. Anyone have any idea how to fix this in 3CX. Do i need to restore to a time before the trunk disappeared?

While I am not dismissing this as impossible, I do find this a bit hard to see how it could happen.
@YiannisH_3CX asked for some files, those will tell us if this is happening or not, but what he suggested is more likely, another "temporary PBX" that someone has created in your network with the same Trunk and you provider is seeing registration attempts from your Public IP.
We come across quite a few such cases, so I'd look into that as a possibility also.

 

[John14]

You can create a support info bundle from the support tab on the top right of the management console. You will receive an email (if you are the admin) with a link to download the support info.
Could there be another PBX installation in your network which might be causing this issue? Or maybe a failover server that has become active for some reason?

Hi Yiannis,

I have generated the support info and private message you the zip file.

 

[John14]

While I am not dismissing this as impossible, I do find this a bit hard to see how it could happen.
@YiannisH_3CX asked for some files, those will tell us if this is happening or not, but what he suggested is more likely, another "temporary PBX" that someone has created in your network with the same Trunk and you provider is seeing registration attempts from your Public IP.
We come across quite a few such cases, so I'd look into that as a possibility also.

Hi Nick,

I can also private message you the support info file if you want to have a look aswell.

I don't think another PBX within the same WAN IP could be what the cause of this issue. This PBX was working perfectly fine until the day they reported the issue and to myself finding that the SIP trunk was removed. I would of thought it was a hack attempt cause if someone deleted that SIP trunk we would have an issue running up a new one. I looked at the event logs which was showing the trunk that was missing trying to register every 5 minutes all the way till the time the issue was reported. See screen shoot below. The screenshot show us the old trunk that disappeared because that was the old trunk group 0249119100.

View attachment 13147

the next screenshot show us the trunk missing has been trying to register since last month 29th. Which is around the time this issue happened. I can't go any further on the event logs it doesn't load anymore.



Below is the the new trunk not able to stay stable as the old trunk is trying to register under the same WAN IP.



I know this is a weird issue which i have never experienced.

 

[John14]

Hi Nick,

I can also private message you the support info file if you want to have a look aswell.

I don't think another PBX within the same WAN IP could be what the cause of this issue. This PBX was working perfectly fine until the day they reported the issue and to myself finding that the SIP trunk was removed. I would of thought it was a hack attempt cause if someone deleted that SIP trunk we would have an issue running up a new one. I looked at the event logs which was showing the trunk that was missing trying to register every 5 minutes all the way till the time the issue was reported. See screen shoot below. The screenshot show us the old trunk that disappeared because that was the old trunk group 0249119100.

View attachment 13147

the next screenshot show us the trunk missing has been trying to register since last month 29th. Which is around the time this issue happened. I can't go any further on the event logs it doesn't load anymore.

View attachment 13148

Below is the the new trunk not able to stay stable as the old trunk is trying to register under the same WAN IP.
View attachment 13149


I know this is a weird issue which i have never experienced.

This is for the above comment by me.