Solved Calls over SBC are poor and choppy and unusable

[Alphabetic]

• 3CX Version 10.0.237 Pro 32 SC
• Server OS,Debian 10
• Is the 3CX Server Hosted and where? OVH Hosted
• IP Phone Make/Model/Firmware version Yealink T42S, Latest FW
• Provisioning Method: SBC
• Trunk Provider or VoIP Gateway Make/Model, BT Supported
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

I've got an issue which occurred on Monday.

All calls over the tunnel are choppy, poor and unusable.

Calls made via STUN have no problems.

I've got SBC's on Debian VM, Pi and Windows PC and even the mobile app displays this problem.

Problem exists on the *777 test too.

Is anyone else experiencing this problem or have any suggestions?

 

[ChrisC_3CX]

So this is occurring for calls traversing the 3CX Tunnel only(SBC, mobile clients, 3CX Windows App)? I'm assuming the 3CX endpoints you have utilizing the 3CX Tunnel are on various locations right?

If that's the case, I recommend we, at least for now, focus on the 3CX PBX side. Is the 3CX Host compliant with our hardware specs, what's the resource usage?

Have you tried anything like rebooting the machine and then trying again?

Also, let's say that, from an endpoint using the 3CX tunnel you call an extension using the 3CX Webclient, exactly which audio gets affected. It might be a good idea to record such a call and then compare the recording with what you heard during the call.

 

[Alphabetic]

Hi Chris

The VPS is on the higher end of the scale and resource isnt an issue.

This PBX has been working fine up until Monday and there has been no increase in traffic.

I've rebooted the VPS, Reinstalled 3CX, tried several SBCs.

I've just tested actually and the web client soft phone doesnt have a problem.

Blue is the phone on the SBC, you can see where it cuts out.

The call recording has no audio from either party during this period.

 

[ChrisC_3CX]

Is there anything different for this particular instance that might be contributing to the issue such as having third party packages installed any or anything else you can think of? Has it been deployed to OVH via the 3CX customer/partner portal using the 3CX Deployment wizard?

Provided that everything is in order rendering this instance fully supported by 3CX and that this is indeed occurring for all calls involving the 3CX Tunnel, I would recommend actually taking this up with our 3CX Support team as it would definitely need a more in-depth investigation to determine what exactly is happening and why.

 

[Alphabetic]

Is there anything different for this particular instance that might be contributing to the issue such as having third party packages installed any or anything else you can think of? Has it been deployed to OVH via the 3CX customer/partner portal using the 3CX Deployment wizard?

Provided that everything is in order rendering this instance fully supported by 3CX and that this is indeed occurring for all calls involving the 3CX Tunnel, I would recommend actually taking this up with our 3CX Support team as it would definitely need a more in-depth investigation to determine what exactly is happening and why.

I've already got it with support but thought i'd throw it out to the community too.

This PBX was absolutely fine up until Monday. However, I changed MAXCALLDURATION from 3 hours to 8 and rebooted the PBX in the morning. I have since changed this parameter back and rebooted.

There is nothing out of the ordinary on this PBX that is different to another of the other hosted instances we use.

I guess ill wait for support.

 

[ChrisC_3CX]

I've already got it with support but thought i'd throw it out to the community too.

Since you've already reach out to 3CX Support I think waiting to see what they find would be the way to go as they will have access to much more information due to the logs. I will of course leave this open for now in hopes that you manage to reach a resolution promptly and also let us know what caused this.

 

[leejor]

Just so I'm clear, this is happening on SBCs at multiple locations?

I've just tested actually and the web client soft phone doesnt have a problem.

This is tested at the same location as one of the SBCs? Have you tested an Android or IOS App?

 

[Justin D]

We've been having a few issues the past couple of weeks with calls randomly going very low volume and we are using a SBC. I've fully updated everything, rebooted etc etc and its still the same.

 

[Alphabetic]

Just so I'm clear, this is happening on SBCs at multiple locations?



This is tested at the same location as one of the SBCs? Have you tested an Android or IOS App?

This happens on SBC on Windows from another location, iOS app and Debian SBC and Pi from the same location.

Working with support, it looks like *touch wood* the slave bridge on the PBX (the only bridge) was causing the issue as since removing this, the problems have gone. At the time this bridge was failing to connect. cant remember the retry time I had set up on it. My support ticket is currently with R&D.

 

[Alphabetic]

FYI - Latest from support - this can be resolved.

"Thank you for the update. I would like to inform you that we have already identified an issue on the PBX side (3cx Tunnel service-related) that is triggered by the DNSSEC unanswered requests (that were performed from the PBX for the 3CX Bridge). The issue is already addressed from our side and will be fixed. Unfortunately, no ETA can be provided from my side, which service pack is going to include the fix in question. ""

 

[ChrisC_3CX]

Thank you for the update!

I can confirm that the issue has been identified and will be addressed in a future update.