Audio drops after 10-20 seconds

[obaid@dymentions]

My Setup
Cloud hosted 3cx on Amazon LightSail
Product: Professional
Version: 18.0 (update 3) Build 461
Extensions: 10
using ring group and call queue

Issue: Audio is dropping in both external and internal ext to ext calls.
after checking all settings and logs, i was curious to know about the following lines or errors which i capture during call or echo test.

04:28:50.561|7fdd49ffb700| Info|MSEndPoint.cpp(3077): 10:[MS210000] C:8.1:Offer received. RTP connection: 192.168.100.68:10000(10001)
04:28:50.563|7fdd49ffb700| Info|MSEndPoint.cpp(1876): 10: C:8.2 SDP_NATIVE
04:28:50.563|7fdd49ffb700| Info|MSEndPoint.cpp(2198): 10:[MS210002] C:8.2:Offer provided. Connection(transcoding mode): 127.0.0.1:7018(7019)
04:28:50.667|7fdd49ffb700| Info|MSEndPoint.cpp(2694): 11:[MS211000] C:8.2: 127.0.0.1:12010 offers ONLY telephone-event/8000. In-Band DTMF tone detection is turned off for this call segment
04:28:50.668|7fdd49ffb700| Info|MSEndPoint.cpp(3082): 10:[MS210001] C:8.2:Answer received. RTP connection[unsecure]: 127.0.0.1:12010(12011)
04:28:50.668|7fdd49ffb700| Info|MSEndPoint.cpp(1876): 10: C:8.1 SDP_NATIVE
04:28:50.668|7fdd49ffb700| Info|MSEndPoint.cpp(2203): 10:[MS210003] C:8.1:Answer provided. Connection(transcoding mode[unsecure]):127.1.2.3:22(23)
04:29:07.473|7fdd51ffb700| Warn|RTPReceiver.cpp(191): 5:RTPReceiver[0]:RTP receiver for [email protected]:5482(C:8.1) has no assigned socket
04:29:07.473|7fdd51ffb700| Warn|RTPReceiver.cpp(191): 5:RTPReceiver[0]:RTCP receiver for [email protected]:5482(C:8.1) has no assigned socket
04:29:07.473|7fdd4b7fe700| Warn|RTPReceiver.cpp(450): 5:MediaProxy:VRTP receiver for [email protected]:5482(C:8.2) has no assigned socket
04:29:07.473|7fdd4b7fe700| Warn|RTPReceiver.cpp(450): 5:MediaProxy:VRTCP receiver for [email protected]:5482(C:8.2) has no assigned socket
04:29:07.473|7fdd4b7fe700| Warn|RTPReceiver.cpp(450): 5:MediaProxy:T38 receiver for [email protected]:5482(C:8.2) has no assigned socket
04:29:07.473|7fdd4b7fe700| Warn|RTPReceiver.cpp(450): 5:MediaProxy:T38_ receiver for [email protected]:5482(C:8.2) has no assigned socket


Can anyone help me in this please.

 

[Saqqara]

Are these physical handsets , if so what model and firmware and how are the phones provisioned (SBC, STUN)

 

[obaid@dymentions]

Are these physical handsets , if so what model and firmware and how are the phones provisioned (SBC, STUN)

issue is occurring on all physical yealink T31P set, android app and desktop app.

 

[DavidHodgson]

Does not help OP but we are having this issue across multiple customers all morning.

All affected customers are on 3CX v18, Standard or Professional - Version: 18.0 (update 3) Build 461.

All affected customers are hosted on Microsoft Azure either UK West or UK South - not reported issues with the Azure Region.

All customers are using Gamma (UK) as their SIP Provider - they have no issues reported and can see no issues in the system.

I have a customer still using v16 Professional hosted on a Windows PC in their office and they are not having issues.

 

[obaid@dymentions]

issue is occurring on all physical yealink T31P set, android app and desktop app.

do you know anything about this line:
04:29:07.473|7fdd51ffb700| Warn|RTPReceiver.cpp(191): 5:RTPReceiver[0]:RTP receiver for [email protected]:5482(C:8.1) has no assigned socket

why it is in Media server logs
i think my issue relies on this.

 

[DavidHodgson]

do you know anything about this line:
04:29:07.473|7fdd51ffb700| Warn|RTPReceiver.cpp(191): 5:RTPReceiver[0]:RTP receiver for [email protected]:5482(C:8.1) has no assigned socket

why it is in Media server logs
i think my issue relies on this.

I think this is definitely a Media issue (RTP traffic).

How are your phones connected to your systems are they Direct SIP or using a Session Border Controller?

I am wondering if this is a STUN issue.

 

[obaid@dymentions]

I think this is definitely a Media issue (RTP traffic).

How are your phones connected to your systems are they Direct SIP or using a Session Border Controller?

I am wondering if this is a STUN issue.

i have only 1 ip phone and it is using Direct Sip, but i am having this issue on mobile and desktop apps as well which are not using Direct sip.

 

[DavidHodgson]

i have only 1 ip phone and it is using Direct Sip, but i am having this issue on mobile and desktop apps as well which are not using Direct sip.

I am currently looking into this for our customers, if I get any updates or suggestions, I will let you know. I don't currently know what is causing this yet.

 

[SweetAction]

The interesting thing here is the variables.

1. Hosted in multiple places (Azure and AWS mentioned)
2. Internal and External (although all external mentioned is GammaSIP)
3. Only a few users mentioned it on the forums so far

If this was a hosting platform - well, there are many. What's the odds of all of them having the same issue at the same time.
If it was a 3CX issue - well 3CX has stated 40k+ systems in the wild, you'd think more then 3 reports on the forums
If it was a Gamma issue - well internal wouldn't be affected.

I had a slew of call failures (486 busy here) with Flowroute this morning but nothing like what's reported here.

 

[Spire-Jon]

Hi folks,

We're receiving the same but we're seeing that our smaller sites are receiving that the 3CX license is being maxed out for calls. Think what is happening as inbound calls are being dropped, users are trying to answer the call as they're being dropped and this is causing a failed outbound call which is triggering the max amount of calls on our system.

Gamma are pointing the finger at 3CX, 3CX are pointing the finger at Gamma. As there's multiple of us with the same issue (I'm guessing in different environments?) it's more than likely the issue is with Gamma as nothing has changed on our instances which are hosted in Azure and have multiple sites across the UK with the same issue.

Are you guys hosting locally, in the cloud or hybrid?

Edit: This occurs on 3CX desktop apps, web clients, mobile clients, physical handsets (Both DECT and traditional). Was advised by Gamma to check local setup but they are basic.

 

[Acro-Kenny]

Hi folks,

We're receiving the same but we're seeing that our smaller sites are receiving that the 3CX license is being maxed out for calls. Think what is happening as inbound calls are being dropped, users are trying to answer the call as they're being dropped and this is causing a failed outbound call which is triggering the max amount of calls on our system.

Gamma are pointing the finger at 3CX, 3CX are pointing the finger at Gamma. As there's multiple of us with the same issue (I'm guessing in different environments?) it's more than likely the issue is with Gamma as nothing has changed on our instances which are hosted in Azure and have multiple sites across the UK with the same issue.

Are you guys hosting locally, in the cloud or hybrid?

We have exactly the same issue, calls logged with both 3cx and Gamma. 3cx Suggest issue is with SIP not accepting INVITE request and cancelling call after 32 seconds. All seemed fine until around 10AM. Systems are hosted in Azure, no change. Only affecting a certain portion of hosted instances. Suspect issue at Gamma end too.

 

[Spire-Jon]

We have exactly the same issue, calls logged with both 3cx and Gamma. 3cx Suggest issue is with SIP not accepting INVITE request and cancelling call after 32 seconds. All seemed fine until around 10AM. Systems are hosted in Azure, no change. Only affecting a certain portion of hosted instances. Suspect issue at Gamma end too.

This is the latest update for Gamma SIP trunking. With 3CX the beauty is that you are your own PBX provider (excluding hosting providers) so it's not central to 3CX. I can't see the likelihood that multiple 3CX instances, each unique, would be experiencing the same issue.

Currently trying to get through to Gamma again but we saw the same thing as yourselves. Email notifications regarding licenses being used yet only one CLI in the active phone call log from 10am. Multiple sites sending the same issue and even had issues on our own 3CX with dialling out.

 

[DavidHodgson]

Are you guys hosting locally, in the cloud or hybrid?

Edit: This occurs on 3CX desktop apps, web clients, mobile clients, physical handsets (Both DECT and traditional). Was advised by Gamma to check local setup but they are basic.

We have a couple of customers with locally hosted systems and are not having any call drop outs.

We have a couple of customers on 3CX with Gradwell SIP and hosted on Azure or OVH and they are not having issues.

Our own system is using an SBC as is one of the other customers and we are still having issues.

I have raised this through our line provider (Focus Group who resell Gamma) and they are going to push the matter with Gamma again.

 

[Spire-Jon]

We have a couple of customers with locally hosted systems and are not having any call drop outs.

We have a couple of customers on 3CX with Gradwell SIP and hosted on Azure or OVH and they are not having issues.

Our own system is using an SBC as is one of the other customers and we are still having issues.

I have raised this through our line provider (Focus Group who resell Gamma) and they are going to push the matter with Gamma again.

We have a small number of customers who are on 4SC that are having issues with the calls dropping and then exceeding the licenses. We have one customer who is on a 4SC, hosted in Azure (like every other instance) and who have a different SIP provider and no issues on that system.

 

[obaid@dymentions]

We have a couple of customers with locally hosted systems and are not having any call drop outs.

We have a couple of customers on 3CX with Gradwell SIP and hosted on Azure or OVH and they are not having issues.

Our own system is using an SBC as is one of the other customers and we are still having issues.

I have raised this through our line provider (Focus Group who resell Gamma) and they are going to push the matter with Gamma again.

But the thing is i am not using Gamma, although i have a 4SC license but i am using Twilio.
and my question is, does my sip provider is responsible for Ext to Ext calls, i think not.
so why am i having audio dropping issue in internal calls as well.

 

[DavidHodgson]

We've just done a check of our customer on 3CX v18 build 3, update 461, hosted in Azure and using Gradwell lines and they have informed us that they have had audio dropouts today.

It would be good if a 3CX Support Team member could add any information to this thread.

 

[Spire-Jon]

But the thing is i am not using Gamma, although i have a 4SC license but i am using Twilio.
and my question is, does my sip provider is responsible for Ext to Ext calls, i think not.
so why am i having audio dropping issue in internal calls as well.

No you are correct. Internal calls do not travel through your SIP trunk.

 

[Spire-Jon]

I'm now seeing that through Gamma we're now getting the following:

Device 0800XXXXXXX@(Ln.10000@Gamma (3CX SIP Port 5060 required)) had no available outgoing trunk(s) to call(47)
A trunk failover occurs when the maximum amount of calls available via the trunk have been exceeded.

This is on another customer.

 

[DavidHodgson]

We have now called all our customers on 3CX, we have customers on v16 and v18, a mix of self-hosted and hosted on Azure or OVH.

All customers on v16 (self-hosted or OVH) are not having any issues with calls

All customers on v18 (Azure hosting) are having this issue.

All customers are having issues with internal and external calls.

 

[YiannisH_3CX]

Please note that our support department is looking into this but from the information we have gathered so far is that we are not getting replies to our Invite messages for outbound calls (we don't have files for inbound calls yet).
We have also not made any changes or updates to any of our systems recently so its strange that the issue started suddenly. Another indication we have is that all affected systems are cloud based so Gammas IPs might have been blacklisted somewhere or there is general issue that is affecting some IPs.