Audio issue

[nservtech]

Hi all ,

I m using 3cx version 20, and reason we have moved to new firewall fortigate and configure the port forwarding and disable Sip alg and tested the firewall from 3cx system all goes success without any failure. My branch office manage to connected back to system but we found out any calls incoming and outgoing was not able to hear any audio.

Anyone can asisst me on this matter . ?

Earlier i followed below link to setup my firewall .

https://www.3cx.com/docs/fortigate-firewall-configuration/

 

[KyriacosS_3CX]

Hello,

Was any change done to the internal network at the same time? Did any external IP change that you might need to whitelist with your Trunk provider?

 

[nservtech]

No any intenal network changes has made , I m using gateway yeastar to connect my pstn line to 3cx .
Earlier i used sophos firewall , i just replaced with fortigate. all the lan ip and other settings all remain.

 

[KyriacosS_3CX]

The gateway sits inside the LAN, together with the PBX and everything else, and still audio is gone? It's not passing via the fortigate?

 

[nservtech]

The gateway sits inside the LAN, together with the PBX and everything else, and still audio is gone? It's not passing via the fortigate?

Yes the gateway inside the lan with pabx , the connection out of office only having audio issue , yes audio dont have .. fortigate not passing the audio. the call are going but they answer no audio.

 

[KyriacosS_3CX]

A packet trace will show if the PBX and gateway are passing audio between them, if the PBX is sending audio to the gateway but nothing goes further, that is where you should focus.

Perhaps a reloading the gateway in case it's coincidence that audio stopped when the firewall was updated. Or if you have older firewall config, check if there were some rules in place for the gateway itself.