Building up 18.0.9.31 PBX server

[Nathan Krake]

Hi, have an issue wtih an upgrade from v18 to v20 and have found that I cannot log in with the administrator system owner account.

I read to roll back to the prvious version - 18.0.9.31 so I can restore my backup, however, I am struggling to do this.
I have installed v18 and have created creating a few trial account, however, I cannot log in because the serial key is not correct for this version.

How can I install a working v18 3CX server so I can update it to the correct version and then restore the backup?

Thanks
Nathan

 

[bitn2]

You cant with this key. Its v20 now. What kind of problem do you have with the login of the system owner extension?

 

[Nathan Krake]

Hi, have an issue wtih an upgrade from v18 to v20 and have found that I cannot log in with the administrator system owner account.

I read to roll back to the prvious version - 18.0.9.31 so I can restore my backup, however, I am struggling to do this.
I have installed v18 and have created creating a few trial account, however, I cannot log in because the serial key is not correct for this version.

How can I install a working v18 3CX server so I can update it to the correct version and then restore the backup?

Thanks
Nathan

You cant with this key. Its v20 now. What kind of problem do you have with the login of the system owner extension?I vcan

You cant with this key. Its v20 now. What kind of problem do you have with the login of the system owner extension?

After upgrading to V20 (and I followed the steps and ensured that the administrator was specified as the Sytem Owner) I cannot log in with the administrator (system owner account) nor can I request a password reset. And I have tried to use the email address associated with the administrator account.
I've attempted toroll back by restoring the Windows server from Vmware backup (which I did successfully) and I cannot log into this either. Simply says "incorrect username or password".

 

[bitn2]

How do you trying to log in? You need to use the email address of the system owner extension and the password for this. If you dont have the password, try to reset it.

 

[Nathan Krake]

I try to reset the password, but I do not receive the email. I can confirm that I do receive other emails from 3CX such as my IP address being blacklisted for too many attempts or Trunk -L:10001(name) has been changed. So I am definatley getting emails from the system.
How can I roll this back?

 

[bitn2]

Is the email address of the system owner unique? You cant roll back. If you have read the upgrade faq before, you would know it.

 

[Nathan Krake]

Thanks, but it does have a unique email address. Aside from that, how is it that I can't reset the password, nor can i roll the server back. Surely I can't be the only one experiencing this? What am I to do?

 

[bitn2]

The licence key is upgraded to v20 during the pbx upgrade and isnt valid for v18 anymore. The login credentials from the old admin/root are not existing anymore, you need to login with the extension with system owner rights. If the login and password reset doesnt work anymore, give your 3cx partner a call to help you.

 

[Nathan Krake]

Thanks. I see you are a gold partner, so I assume that you aren't employed by 3CX and thus are simply helping to provide support where possible. if thats the case, I do appreciate your quick responses. Having said that (and this is directed to 3CX) its pretty poor form, that after upgrading, it is not possible to rollback. A rollback could be neccessary for any number of reasons and to find out that a rollback is not possible is very very frustrating. No where in the instructions is that statement made clear (if it is I apologise) and I shouldn't have to read additional FAQs to "find out" something. It should be specified in the upgrade documentation clearly.

Has anyone been able to overcome this problem???

 

[bitn2]

Yes, I am just another user/partner and not 3cx.

Did you read this stuff before upgrade? https://www.3cx.com/blog/releases/v20-upgrade-checklist-faq/

You can try to login with the extension number of your system owner extension and your password. This should work if your email isnt unique in your system.

 

[Nathan Krake]

Thanks again and my frustation is squarely aimed at 3CX on this matter.
I can see lots of others having this issue without any visible resolutions?

I followed these instructions: https://www.3cx.com/docs/upgrading-pbx and no where does it say that rolling back to a previous versioin is not possible.

I had specified the administrator account to have both an extension as well as a unique email address (as per the steps).
I took a system backup as well as a server backup (as I always do incase there is any unidentified issues down the track).

My biggest issue is that I cannot reset the password (as I do not get any email alerts), but I do get other email notifcations.
I have reached out to our partner, but I fear that if a solution hasn't been specified here already, our partner may not have any other suggestions.

Has anyone been able to work past this issue?

Thanks again
Nathan

 

[bitn2]

Thats why i am always try to login before the upgrade. Anyway... did you tried to login with extension number an password? If you dont know the extension number, open your backup and the xml file in there. Search for owner and you will find the extension with owner rights.

 

[Nathan Krake]

So I have an update for this. I reached out to our partner for help on this. They were able to help me reset the administrator password. It turns out that our IP addresses may have been blacklisted hence the reason why we weren't getting the emails through. They requested a password reset request from a different IP and the email came through, allowing me to reset the password and subsequently log in. Thanks @bitn2 for your help too..

 

[bitn2]

So I have an update for this. I reached out to our partner for help on this. They were able to help me reset the administrator password. It turns out that our IP addresses may have been blacklisted hence the reason why we weren't getting the emails through. They requested a password reset request from a different IP and the email came through, allowing me to reset the password and subsequently log in. Thanks @bitn2 for your help too..

Great you find a solution with your partner. Thats the stuff for what we are here.