Calls dropped between 6 and 20 minutes on Dialers and Conference Calls

[cbpr]

Hey everyone,

Been using 3CX for a little while and I ended up taking over the IT Department. There's some obvious version issues here, but I'm still working on that. I've been tasked with this issue for about a month now and it's driving me crazy.

Problem: When a user dials into a "dialer system" (see: Mojo Dailer, RedX) or a Conference System (WebEx, Zoom, etc) they will get anywhere between 6 and 30 minutes of talk time and then it cuts off. The user reports (and I confirmed) that the dialer would drop/disconnect but the phone would show that it was still on a live call. Could not hear anything or say anything.

3CX Version: v11.0.2 SP4B
Phones: Cisco SPA514G
VoIP/PTSN: Patton SN4961/4E15V
Provider: Cox PRI
Firewall: SonicWall NSA

Ports/NAT look good as well.

I ran a Wireshark capture while he was dialing into the system. It caught the whole thing which lasted around 6-7 minutes:

No.    Time    Source    Destination    Protocol    Length    Info
1113    24.918663    192.168.10.164    192.168.10.2    SIP/SDP    998    Request: INVITE sip:[email protected]:5060 |
1114    25.018688    192.168.10.2    192.168.10.164    SIP    525    Status: 407 Proxy Authentication Required |
1115    25.035142    192.168.10.164    192.168.10.2    SIP    461    Request: ACK sip:[email protected]:5060 |
1116    25.053845    192.168.10.164    192.168.10.2    SIP/SDP    1223    Request: INVITE sip:[email protected]:5060 |
1118    25.156851    192.168.10.2    192.168.10.164    SIP    314    Status: 100 Trying |
1134    27.227446    192.168.10.164    192.168.10.2    SIP    619    Request: CANCEL sip:[email protected]:5060 |
1135    27.32847    192.168.10.2    192.168.10.164    SIP    418    Status: 200 OK |
1136    27.328508    192.168.10.2    192.168.10.164    SIP    389    Status: 487 Request Terminated |
1141    27.346621    192.168.10.164    192.168.10.2    SIP    686    Request: ACK sip:[email protected]:5060 |
1269    43.128436    192.168.10.164    192.168.10.2    SIP/SDP    998    Request: INVITE sip:[email protected]:5060 |
1270    43.228472    192.168.10.2    192.168.10.164    SIP    525    Status: 407 Proxy Authentication Required |
1271    43.245847    192.168.10.164    192.168.10.2    SIP    461    Request: ACK sip:[email protected]:5060 |
1272    43.265562    192.168.10.164    192.168.10.2    SIP/SDP    1223    Request: INVITE sip:[email protected]:5060 |
1274    43.368215    192.168.10.2    192.168.10.164    SIP    314    Status: 100 Trying |
1358    48.527092    192.168.10.2    192.168.10.164    SIP    423    Status: 180 Ringing |
1467    50.403798    192.168.10.2    192.168.10.164    SIP/SDP    788    Status: 200 OK |
1490    50.602575    192.168.10.164    192.168.10.2    SIP    686    Request: ACK sip:[email protected]:5060 |
1618    64.395974    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
1619    64.495414    192.168.10.2    192.168.10.164    SIP    541    Status: 407 Proxy Authentication Required |
1620    64.536218    192.168.10.164    192.168.10.2    SIP    779    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
1621    64.636413    192.168.10.2    192.168.10.164    SIP    459    Status: 200 OK  (1 binding) |
2342    73.388031    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
4730    103.436676    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
6438    133.524531    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
8197    157.671478    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
8202    157.772179    192.168.10.2    192.168.10.164    SIP    541    Status: 407 Proxy Authentication Required |
8204    157.81061    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
8211    157.911176    192.168.10.2    192.168.10.164    SIP    460    Status: 200 OK  (1 binding) |
8548    163.591673    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
9851    194.012503    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
11447    224.014311    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
12734    250.937616    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
12736    251.037173    192.168.10.2    192.168.10.164    SIP    541    Status: 407 Proxy Authentication Required |
12738    251.075883    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
12749    251.195179    192.168.10.2    192.168.10.164    SIP    460    Status: 200 OK  (1 binding) |
12876    254.099405    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
15678    284.295624    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
18701    314.424443    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
20448    344.220926    192.168.10.164    192.168.10.2    SIP    779    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
20455    344.323737    192.168.10.2    192.168.10.164    SIP    540    Status: 407 Proxy Authentication Required |
20458    344.360896    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
20465    344.428133    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
20466    344.428203    192.168.10.2    192.168.10.164    SIP    460    Status: 200 OK  (1 binding) |
22555    374.567384    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
24239    404.603392    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
26077    434.723518    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
26232    437.454622    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
26234    437.554678    192.168.10.2    192.168.10.164    SIP    541    Status: 407 Proxy Authentication Required |
26235    437.595555    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
26239    437.6967    192.168.10.2    192.168.10.164    SIP    460    Status: 200 OK  (1 binding) |
27720    464.784437    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
29336    494.81921    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
31734    524.888869    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
32070    530.728872    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
32072    530.829686    192.168.10.2    192.168.10.164    SIP    541    Status: 407 Proxy Authentication Required |
32073    530.868444    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
32074    530.968649    192.168.10.2    192.168.10.164    SIP    460    Status: 200 OK  (1 binding) |
33254    554.902977    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
34849    584.974426    192.168.10.2    192.168.10.164    UDP    46    5060  >  5060 Len=4
34961    590.252314    192.168.10.2    192.168.10.164    SIP/SDP    902    Request: INVITE sip:[email protected]:5060, in-dialog |
34964    590.286946    192.168.10.164    192.168.10.2    SIP    496    Status: 488 Not Acceptable Here |
34965    590.287239    192.168.10.2    192.168.10.164    SIP    392    Request: ACK sip:[email protected]:5060 |
34975    590.33489    192.168.10.2    192.168.10.164    SIP    565    Request: BYE sip:[email protected]:5060 |
34983    590.351029    192.168.10.164    192.168.10.2    SIP    371    Status: 200 OK |
36791    623.990231    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
36803    624.091464    192.168.10.2    192.168.10.164    SIP    541    Status: 407 Proxy Authentication Required |
36806    624.151389    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
36808    624.252517    192.168.10.2    192.168.10.164    SIP    460    Status: 200 OK  (1 binding) |
39235    717.274677    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
39238    717.375796    192.168.10.2    192.168.10.164    SIP    541    Status: 407 Proxy Authentication Required |
39239    717.405577    192.168.10.164    192.168.10.2    SIP    780    Request: REGISTER sip:192.168.10.2:5060  (1 binding) |
39240    717.506428    192.168.10.2    192.168.10.164    SIP    460    Status: 200 OK  (1 binding) |

I noticed that right at the end, I got a weird response: 488: Not Acceptable Here, an ACK and then a BYE. The call was dropped right after that. I already have a call into Cox to see if they can see anything. This capture came from a specific dailer called Mojo and they apparently do not use VoiP and just do all copper analog. If that means anything for this.

Anyways, I'm at my wits end here trying to figure out the issue. Hopefully someone can lead me in the right path.

Thanks!

 

[YiannisH_3CX]

Hello @cbpr

I would recommend upgrading to the latest version first and then do any additional troubleshooting. V11 is very old and out of support and not too many people run V11 any more so you won't get a lot of help. Upgrade to the latest version and if the issue still persists we can try and help.