Calls getting dropped

[melbourne]

Hello, we have a customer on a free version with 3 Fanvil handsets and they have been getting the following fault:

Call from "Rec2"<sip:[email protected]:5060>;tag=2293035928 to <sip:[email protected]:5060;user=phone> has been dropped as it was not acknowledged in time. Please verify configuration and ensure there are no connectivity issues.
Error 50029.

SIP ALG is off
No port forwarding setup on the router
SIP trunks are with a service provider that we have other accounts with, and they are all ok.

Can't look at the raw data on the free version so, I'm not sure what the issue is? any ideas?

 

[KyriacosS_3CX]

Are they using an SBC?

 

[melbourne]

Yes, fanvilv65 is the router phone and there are 3 other Fanvil V64 handsets

 

[KyriacosS_3CX]

You could try a ping/traceroute from their location to the PBX IP to check round-trip,
check if they generally have OK internet,
ask them to use browser from same network to see if it's just the phones,
reboot all the phones if not already tried it.

 

[melbourne]

Please have a look at the Event Log

 

[melbourne]

The SBC phone is using cable and it's not on Wi-Fi

 

[melbourne]

 

[melbourne]

1552.3cx.cloud/

 

[KyriacosS_3CX]

The SBC phone is using cable and it's not on Wi-Fi

Neither here nor there if the internet connection is bad. I would for a start reboot the router phone that seems to be flapping all the time.

And there might be all kinds of local networking issues/ISP issues affecting them.

Check with browser from their location to see if problem is phone related or more general.

Ping failure is OK, the SMB machines will not respond. Trace route looks reasonable.

 

[melbourne]

 

[KyriacosS_3CX]

The SBC/Router phone seems to keep losing connection. Reboot it, check with a browser. Please do these steps.

 

[melbourne]

Ok, will update tomorrow. Thanks.

 

[melbourne]

The SBC/Router phone seems to keep losing connection. Reboot it, check with a browser. Please do these steps.

Hi, the problem is still there. It's only on outbound calls. Could this be a coded issue?

I have rebooted the Router phone; I have rebooted everything. From the list above you can see somedays you get more faults than other days?