Call Services get down time to time

[Kandima Call Admin]

Hello there,

I am facing an issue with our 3cx server, Call services are getting down, and trying restarting the services didn't help. So I have to restart the server to get the service to restore. This is happening only during day time and evening it is stable.

No unusual logs were found in the 3cx portal.

Appreciate your assistance so that I can check further to fix this issue. Tried with 3cx Log viewer also didn't help much.

Server: Windows Server 2016 Standard
3CX Version: 18.0 (Build 312)

Thank you,

 

[Alphabetic]

Sounds to me like you're running out of system resources or an antivirus program is causing issues.


https://www.3cx.com/docs/manual/phone-system-installation-windows/

 

[Kandima Call Admin]

Hi @kieferschild,

System resources are normal and the 3cx folder is excluded from the antivirus. previously we don't have an antivirus and installed it after we started facing issues just to make sure there is no infection.

Thank you

 

[Alphabetic]

You will need to stick your PBX in to verbose logging and check both OS and 3CX logs to see whats going on.

 

[Kandima Call Admin]

sorry, i miss adding one more detail. Phones are showing as No Services". But I am able to ping phones from the server. Also in 3cx portal phones are showing online

 

[Alphabetic]

You need to determine what is stopping - are all services running?

What is the OS youre running off? Are you using a supported set up.

 

[Kandima Call Admin]

Yes. All the services are up and running. Installed in Windows Server 2016. For a week I am facing this issue and no changes to the network or phones. When I check the logs also I found nothing unusual or I am missing. something. I tried with 3cxBinLogViewer15 and don't see anything unusual.

 

[jed]

@Kandima Call Admin
From time to time some of the programming is using newer .NET versions, perhaps this is the same for 3CX. We do have issues installing our 3CX JEDWare integration on Windows server 2016, and we, therefore, have to ask customers to update their .NET - Have a look here for a link to a working net: https://jed-ware.com/jedware-requirements/

Hope this helps.

 

[Kandima Call Admin]

@jed Thank you. our current version of .Net is .NET Framework 4.6.2. Let me try update to the version shared and monitor further.

thank you and @kieferschild so much again for the time taken to respond and assist.

 

[JohnS_3CX]

If the 3CX services are all running, but the phones show "No Service" on the screen then you probably should start looking for network issues. Restarting the 3CX server and getting the service back might also point towards port issues.

Keep in mind that ping only tests the ICMP Ping ability. It doesn't mean that SIP will work.

If you are familiar with Wireshark you will know what to do, otherwise try to get help from your 3CX Partner or network specialist to track down the issue.

 

[Kandima Call Admin]

@ all, I have updated the .Net framework to v4.8, and still, the issue is happening. Even I try captured with Wireshark and don't see any unusual logs. this usually occurs during day time mostly. and evening and night it is much more stable. I am running Wireshark fully to see I can capture when the service gets down. Will share the same. thanks for all your valuable time and swift response

 

[Alphabetic]

Is your Server OS a virtual environment?

Are all the services up when calls go down? What are the symptoms? Do phones unregister?

Are you able to log in to mgmt console?

Ideally need to be working on this as the issue is happening.

 

[Kandima Call Admin]

Hi @kieferschild Server running in hardware. All the services showing as up. can access the management console. Phones are showing as no service. the moment restart the server all the phones are registered and calls are back to normal. the weird part I don't understand is during Friday for the past 2 weeks we don't face any outages. We don't have any business hours configured. We are working 24/7. after the .net update I had an outage once for 2 days and today it started giving the same trouble as many times had to restart the server till evening and now it is stable. i will try to run the wireshark tomorrow morning and see if can capture any useful logs. will share the same here if I find anything useful to overcome this issue

 

[jed]

Phones are showing as No Services". But I am able to ping phones from the server. Also in 3cx portal phones are showing online

Happy to see it is stable.
Does your Windows server have a License, or are you using evaluation mode?

Just another wild thought, what is your internal IP Scope for your Phones (and your Server)? Are they within a private scope (and the same Scope): 10.0.0.0/8,169.254.0.0/16,172.16.0.0/12,192.168.0.0/16
Has seen someone implementing a 172.1.1.0/24 net by mistake - which does cause issues.
Are you using VLAN´s
Don't know the solution for the No Service, but hope to send you in the right direction

 

[Kandima Call Admin]

Happy to see it is stable.
Does your Windows server have a License, or are you using evaluation mode?

Just another wild thought, what is your internal IP Scope for your Phones (and your Server)? Are they within a private scope (and the same Scope): 10.0.0.0/8,169.254.0.0/16,172.16.0.0/12,192.168.0.0/16
Has seen someone implementing a 172.1.1.0/24 net by mistake - which does cause issues.
Are you using VLAN´s
Don't know the solution for the No Service, but hope to send you in the right direction

hi @jed ,

Really appreciate your time and support. Yes, the server is licensed. and using the private IP scope with VLAN configured. We recently started facing this issue. Since morning I was running wireshark and not outage faced. So evening I stopped usually evening will be stable. after stopped capturing the packet and the service went down once and I missed capturing the data. I will run again tomorrow morning to see if I can find anything. A recent change was installing new Fanvil H5 phones and even after for months, it is stable. I don't want to reinstall the server and restore the backup without knowing the root cause of the issue. Hope will find and fix the issue soon.

thank you again,

 

[Kandima Call Admin]

for the past 3 days all good and no services went down. still running Wireshark, will share for advice if any assistance is required.

thank you