All SIP Trunks Down

[nicknz18]

Hi,

Seemingly, after last night's scheduled backup, all the SIP trunks have been down on our new 3CX Cloud that was built using PBXExpress. They are set up as Generic VOIP Providers and have been working perfectly since first set up approx 4 weeks ago.

Error is;
Registration at xxxx has failed. Destination (sip:[email protected]:5060) is not reachable, DNS error resolving FQDN, or service is not available.

Troubleshooting Steps;
Restart Services - no change
Check Firewall - all OK
Restore from backup - no change
Disable / Re-enable Trunks - no change
Change registration to IP address (instead of FQDN) - no change
Delete / recreate trunks - no change
Test registration using old on prem 3CX - trunks registered to cloud provider (2 Talk) no problem
Ping FQDN from 3CX terminal console - resolves correct IP and responds
Restart server from terminal - no change.

Please help. DNS is working, and the service is available and reachable!

Thanks.

 

[YiannisH_3CX]

Hello @nicknz18

Are these trunks IP based or Authentication based? Are you able to perform inbound or Outbound calls or do both fail?

 

[nicknz18]

Hi!

They are Authentication based and both inbound and outbound calls fail. All of the extensions are happily registered.

As mentioned, everything was working perfectly, until the backup (coincidence or not I'm not sure). I did get an alert a during the morning before anyone came online;

Following service(s) were stopped recently:
3CXPhoneSystemMC01 (10.x.x.x)

Then exactly one hour later;

Following service(s) were stopped recently:
3CXAudioProvider01 (10.x.x.x)
3CXPhoneSystemMC01 (10.x.x.x)
3CXSystemService01 (10.x.x.x)
3CXQueueManager01 (10.x.x.x)
3CXIVR01 (10.x.x.x)
3CXPhoneSystem01 (10.x.x.x)
3CXCfgServ01 (10.x.x.x)

Thanks!

 

[YiannisH_3CX]

It looks like the system restarted or the google instance restarted. Did the public IP of the instance still the same or did it change?
Do you see the trunks as registered?

 

[nicknz18]

No, the Google Cloud IP provided from the initial build matches to what is reporting in the 3cx console currently. This is also the same IP to what resolves in an nslookup from my machine and on the 3cx console

The trunks are still down.

 

[YiannisH_3CX]

Open the terminal from the dashboard of the management console and perform an nslookup of the registrar (peering.2talk.co.nz). Make sure that resolved correctly. If it resolves correctly you will need to run a wireshark capture to determine why the trunks are not registering.
Alternatively give the provider a call. Perhaps they can see something from their side