Calls drop during report runs

[ServerCaseUK]

We've been running 3CX on Windows Server - 3CX Professional edition and currently have 18.0 Update 2 (Build 314)

The problem we're having is whenever automated reports are run, it drops all calls - both internal and external. The reports only take about 15 seconds to run and there's about 20 reports in total which run at the same time. They are only simple call reports - each one for a specific user that goes to both the user and to a manager here, delivered by email.

The system hosted on is high-spec, it has 32GB RAM, running on a vmware virtual machine with 6 cores assigned. Over 200GB of free disk space. Running Windows 2019 Server Standard with latest updates. Antivirus is ESET Endpoint Security. We recently moved to this from Sophos though and had the same issue with that. I have disabled antivirus and makes no difference. There is nothing else running on the server. Veeam has an agent installed, but that doesn't do its file-level backups until much later on. Full VM backups and replications are also done late evening so it won't be that either. All other VM's in the cluster are working fine. We don't use vmware DRS on this VM.

This has been happening for about a year, but only just got around to sorting it out.

Everything is green in the Dashboard - including Firewall.

Any ideas please? Thanks.

 

[VasilisV_3CX]

Hi @SeverCaseUK,

How many extensions do you have on the PBX? How many calls were active at once?

Have you tried running the reports out of office hours? Have you tried staggering the reports, not running them all at the same time?

 

[ServerCaseUK]

There's only about 14 extensions on the system. The reports run at 5pm each day so the individual sales staff and their manager can review their days worth of call time etc. At that time of the day there's not that many calls active, probably 2 or 3. That's why its been a bit lower priority for me to sort out, as it doesn't affect us too badly with the calls dropping, but it's become a bit more of an issue recently.

I haven't tried staggering the reports yet - I could certainly give that a try but my only concern is if it makes the call drops longer etc. At the moment I'd be quite keen to know why it happens to start with as that might give a better idea of how to fix.

 

[VasilisV_3CX]

Hi @ServerCaseUK,

We'll need logs for further investigation. Can you do the following:

1. Within the Activity log: Click Settings >> Select Off logging level.
2. Purge the Activity logs: From the Dashboard >> Click Activity Log >> Purge.
3. Within the Activity log: Click Settings >> Select Verbose logging level.
4. From the Activity log: Start a Capture.
5. Before your reports run, call internally (extension to extension) and wait till they drop when the reports run.
6. Once replicated, stop the Capture. Click on the link 'Generate support information package'.
7. This will send an email containing the Support Info file. Download it then use a sharing site to upload the support info and send me the link in a PM.

 

[ServerCaseUK]

Thanks for the reply. I followed your guidance - I called a colleague at 4.58pm and kept him on the phone until it dropped the call at 5.05pm. It was running the Capture at that time. Unfortunately though at the same time all calls dropped the web interface changed to say "The server has stopped responding" in the 3CX GUI. When clicking OK to that popup it then went back to the Activity Log, but there was no way to do a "Generate support information package".

Any ideas what to do next?

For the moment we'll have to change reports to run out of hours, but this makes it quite inconvenient for our sales manager to review the days calls, on that day.

 

[cobaltit]

Generate support info is not on the activity log screen:



I would do it now as it may still contain the capture that was running previously even though you didn't get a chance to stop it

 

[ServerCaseUK]

Thanks - I've just sent you the file link via a PM.

 

[cobaltit]

Don't send it to me, send it to @VasilisV_3CX

 

[VasilisV_3CX]

Thanks for clarifying @cobaltit! Received and have updated via PM.