3CX SMB Free Issue

[JJWH1995]

We got a 3CX SMB Free Instance Hosted however we are having issues.

1) Internal Calls ring out but when answered there is no audio both ways.
2) Outgoing Calls dial out once and then cut off on the softphone but continue to ring on the receiving caller's device
3) Incoming Calls have no audio both ways too

Any help would be appreciated.

 

[Charles_3CX]

Regarding your question, have you tested this using the webclient? Does this occur for all users? If so, are the users on the same remote site? If so, this will indicate the location where the computers are located, or the computers themselves are not sending Stun requests to the 3cx system to negotiate the audio ports.

Try using the 3cx mobile app provisioned to different extensions using mobile data and see if the issue still exists.

 

[JJWH1995]

Regarding your question, have you tested this using the webclient? Does this occur for all users? If so, are the users on the same remote site? If so, this will indicate the location where the computers are located, or the computers themselves are not sending Stun requests to the 3cx system to negotiate the audio ports.

Try using the 3cx mobile app provisioned to different extensions using mobile data and see if the issue still exists.

Hi Charles,

Thanks for getting back to me.

I have tested this using the web client and it happens for all users, different remote sites.

I have tested the 3CX mobile app and it is working on WiFi and 4G with different extensions.

 

[Charles_3CX]

Then, I can suggest checking your network from where the computers are located to see if stun requests are being sent out and, in turn, replies are received. You can run a Wireshark capture from one of the computers that have the issue while making a call, and in the Wireshark app, search for the word stun.