3cx suddenly stop services and comeback

[david_lfe]

Hello everyone i'm very new with 3cx and in the beggining 3cx apeared to work very well, not a single problema but tha past month started a problem that 3cx suddenly stop services and all extension comes offline, all calls stop and in a moment everything works again without doing nothing, anyone can help me please i'll appretiate a lot!

 

[Saqqara]

Please provide info on your setup , as per post Information to provide when requesting help | 3CX - Software Based VoIP IP PBX / PABX

 

[ChrisC_3CX]

Hello @david_lfe,

As @Saqqara said, please do provide more information regarding the setup. In addition to the info mentioned in the post, please provide the following:

1. Provided that the Host OS is Linux, how was it deployed, was it using the 3CX ISO?
2. Which services stop? Is it always the same ones?
3. You say that the services start up with no intervention, how long does it usually take?
4. What are the specs of the 3CX Host machine? Are they compliant with our Hardware Requirements?

 

[david_lfe]

Hello @david_lfe,

As @Saqqara said, please do provide more information regarding the setup. In addition to the info mentioned in the post, please provide the following:

1. Provided that the Host OS is Linux, how was it deployed, was it using the 3CX ISO?
2. Which services stop? Is it always the same ones?
3. You say that the services start up with no intervention, how long does it usually take?
4. What are the specs of the 3CX Host machine? Are they compliant with our Hardware Requirements?

1. Provided that the Host OS is Linux, how was it deployed, was it using the 3CX ISO?
R.: 3cx iso Debian from website
2. Which services stop? Is it always the same ones?
R.: All webaccess and 3cx client stop work so i suppose it's all call-related services and client interface operation
3. You say that the services start up with no intervention, how long does it usually take?
R.: Less than a minut everything works again.
4. What are the specs of the 3CX Host machine? Are they compliant with our Hardware Requirements?
R.: My 3cx is running on hyper-v with Server 2012 standard r2 host and 3cx is running with 4Gb ram and 2 processors.

 

[david_lfe]

Please provide info on your setup , as per post Information to provide when requesting help | 3CX - Software Based VoIP IP PBX / PABX

• 3CX Version, Standard Annual 16.0.7.1078
• Server OS, e.g. Debian 9
• Is the 3CX Server Hosted and where? Windows server 2012 r2 standard on hyper-v
• IP Phone Make/Model/Firmware
• Provisioning Method: Local
• Trunk Provider or Gateway Make/Model: Gateway Grandstream GXW4104
  Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[Saqqara]

When the services stop, can you access the 3cx management console , ping the IP address of the server.

Which services are stopping ?

Have you configure time sync , as per info in https://www.3cx.com/docs/installing-microsoft-hyper-v/

 

[ChrisC_3CX]

Hey @david_lfe,

Thanks for providing more info. As @Saqqara correctly mentioned, I would first recommend that you make sure that an ntp client has been installed on the Debian 9 machine as mentioned in our 3CX/Hyper-V Installation guide and ensure that the guide was generally followed for deploying 3CX. The NTP client is required to avoid timedrift issues on the 3CX Host OS that could potentially cause extensions to unregister and calls to drop along with other various issues.

I would also recommend accessing the Management Console and navigating to Settings >> Email >> Notifications. Make sure that the "3CX Services are stopped or fail" notification is enabled so that you have more information regarding which services stopped, if any, the next time the issue occurs.

 

[Alphabetic]

Check youre not running a hyperv host backup as it may take the server offline whilst it takes a snapshot.

 

[david_lfe]

Thanks to everyone, I've made some the changes and now I will leave the testing period, thanks again!

 

[david_lfe]

Check youre not running a hyperv host backup as it may take the server offline whilst it takes a snapshot.

No, all backup run at 0h everyday, could really be a problem because of snapshot.

 

[david_lfe]

Hey @david_lfe,

Thanks for providing more info. As @Saqqara correctly mentioned, I would first recommend that you make sure that an ntp client has been installed on the Debian 9 machine as mentioned in our 3CX/Hyper-V Installation guide and ensure that the guide was generally followed for deploying 3CX. The NTP client is required to avoid timedrift issues on the 3CX Host OS that could potentially cause extensions to unregister and calls to drop along with other various issues.

I would also recommend accessing the Management Console and navigating to Settings >> Email >> Notifications. Make sure that the "3CX Services are stopped or fail" notification is enabled so that you have more information regarding which services stopped, if any, the next time the issue occurs.

I receive a lot of this email telling me that all line was in use and some kinda a failover occurs, could this be the problem?



Device 988779766 dialed on (AnyLine@Grandstream GXW-4104) had no available outgoing trunk(s) to call(from "Camila"<sip:[email protected]>;tag=913daec6ec4e494c8d43a4e4fa1dde9c to 988779766)

A trunk failover occurs when the maximum amount of calls available via the trunk have been exceeded.

 

[Saqqara]

I receive a lot of this email telling me that all line was in use and some kinda a failover occurs, could this be the problem?



Device 988779766 dialed on (AnyLine@Grandstream GXW-4104) had no available outgoing trunk(s) to call(from "Camila"<sip:[email protected]>;tag=913daec6ec4e494c8d43a4e4fa1dde9c to 988779766)

A trunk failover occurs when the maximum amount of calls available via the trunk have been exceeded.

This has nothing to do with the services stopping and restarting.

This message is informing you, the GXW-4104 has no free trunks to accept / make calls.

 

[david_lfe]

This has nothing to do with the services stopping and restarting.

This message is informing you, the GXW-4104 has no free trunks to accept / make calls.

You're right. i'm going to do a fresh install 3cx and restore backup, i cant find the problem here

 

[ChrisC_3CX]

Hey @david_life,

Before you proceed, note that, as @Saqqara mentioned, the message received signifies that there are no available trunks left to perform another outgoing call. Do you know how many sim calls there existed at the time the issue occurred?

The GXW-4104 is a 4 port FXO Gateway meaning that you may have up to 4 lines connected to it and therefore have up to 4 external sim calls. What the situation in your case?

 

[david_lfe]

Heyo @david_life,

Before you proceed, note that, as @Saqqara mentioned, the message received signifies that there are no available trunks left to perform another outgoing call. Do you know how many sim calls there existed at the time the issue occurred?

The GXW-4104 is a 4 port FXO Gateway meaning that you may have up to 4 lines connected to it and therefore have up to 4 external sim calls. What the situation in your case?

Yes acctually the gateway has 4 ports in use, but i dont know when this problem happens the 4 lines are in use, the situation is: about 15-20 min all extensions goes off and calls goes down and few seconds later everything back to normal

 

[ChrisC_3CX]

When you say that all extensions go off, do you mean that they unregister? Meaning that, during the time the issue occurs, you cannot even make extension to extension calls? If not, what can you see happening?

Regarding the FXO Gateway, I would recommend making sure that it has been provisioned as per our guide and that it is running a 3CX Supported firmware as mentioned in the guide: https://www.3cx.com/voip-gateways/grandstream-fxo/

 

[david_lfe]

When you say that all extensions go off, do you mean that they unregister? Meaning that, during the time the issue occurs, you cannot even make extension to extension calls? If not, what can you see happening?

Regarding the FXO Gateway, I would recommend making sure that it has been provisioned as per our guide and that it is running a 3CX Supported firmware as mentioned in the guide: https://www.3cx.com/voip-gateways/grandstream-fxo/

you cannot even make extension to extension calls? No, cant make any call internal/external. On client 3cx windows dessapear all contacts and on webclient show desconnected, waiting for network.


Regarding the FXO Gateway, I would recommend making sure that it has been provisioned as per our guide and that it is running a 3CX Supported firmware as mentioned in the guide: https://www.3cx.com/voip-gateways/grandstream-fxo/
i'm gonna make check again

 

[NickD_3CX]

I have been reading this and I think that what you are saying in the title is not quite accurate.
From the sounds of it, it is not that the services not the actual 3CX Services that stop, rather that for some reason network communication from/to the PBX goes offline.

In reply #13 you said you would re-install 3CX and restore the backup. Did you try that? If could well be that HyperV is KO.

 

[david_lfe]

I have been reading this and I think that what you are saying in the title is not quite accurate.
From the sounds of it, it is not that the services not the actual 3CX Services that stop, rather that for some reason network communication from/to the PBX goes offline.

In reply #13 you said you would re-install 3CX and restore the backup. Did you try that? If could well be that HyperV is KO.

I agree with you, i'm from brazil and looking for help hahah, my english is not very well and i'm apologize for that.

rather that for some reason network communication from/to the PBX goes offline.
Yes, but at the moment that happen i was with CMD open pinging on 3cx Ip address and not a single packet was lost, i'm lost hahah


In reply #13 you said you would re-install 3CX and restore the backup. Did you try that? If could well be that HyperV is KO.
I'm doing this right now and try to figureout whats happen to my 3cx server.

 

[NickD_3CX]

I agree with you, i'm from brazil and looking for help hahah, my english is not very well and i'm apologize for that.

Your English is fine!!!

I'm doing this right now and try to figureout whats happen to my 3cx server.

Looking forward to hear that this goes.