Cannot receive any incoming calls :(

[HYas1]

We can make outgoing calls but no calls are coming through.

The provider I am using is pennytel.

Here is the server activity log:
14:11:27.096 [CM504001]: Ext.11: new contact is registered. Contact(s): [sip:[email protected]:64454;rinstance=b39a2648923dcbfc/11]
14:11:27.003 [CM504001]: Ext.21: new contact is registered. Contact(s): [sip:[email protected]:3240;rinstance=03506f8810a25590/21]
14:11:27.003 [CM504001]: Ext.13: new contact is registered. Contact(s): [sip:[email protected]:3240;rinstance=c2d39133f585779e/13]
14:11:01.113 [CM306003]: SIP IPort mapping (115.70.141.96:1074) resolved by STUN server 216.93.246.16:3478 differs from the one (115.70.141.96:1075 resolved by STUN server 178.238.134.190
14:11:01.113 [CM306003]: SIP IPort mapping (115.70.141.96:1073) resolved by STUN server 96.9.132.83:3478 differs from the one (115.70.141.96:1075 resolved by STUN server 178.238.134.190
14:11:00.901 [CM504008]: Fax Service: registered as sip:[email protected]:5060 with contact sip:[email protected]:5100;user=phone
14:11:00.858 [CM504004]: Registration succeeded for: 10000@Pennytel
14:11:00.798 [CM306003]: SIP IPort mapping (115.70.141.96:1073) resolved by STUN server 96.9.132.83:3478 differs from the one (115.70.141.96:1074 resolved by STUN server 216.93.246.16
14:11:00.610 [CM504003]: Sent registration request for 10000@Pennytel
14:11:00.558 [CM504001]: Ext.EndCall: new contact is registered. Contact(s): [sip:[email protected]:40600;rinstance=cee4a1ecf0a6aff2/EndCall]
14:11:00.557 [CM504001]: Ext.81: new contact is registered. Contact(s): [sip:[email protected]:40600;rinstance=4f9a2e55b5947c57/81]
14:11:00.556 [CM504001]: Ext.80: new contact is registered. Contact(s): [sip:[email protected]:40600;rinstance=72d1b370d472358b/80]
14:11:00.548 [CM506002]: Resolved SIP external IPort (115.70.141.96:1073) on Transport 192.168.1.20:5060
14:11:00.544 [CM504001]: Ext.99: new contact is registered. Contact(s): [sip:[email protected]:40600;rinstance=3f0581ffb5ab6a61/99]
14:11:00.532 [CM504001]: Ext.*1: new contact is registered. Contact(s): [sip:*[email protected]:40000;rinstance=092bee75d65f7bde/*1]
14:11:00.525 [CM504001]: Ext.*0: new contact is registered. Contact(s): [sip:*[email protected]:40000;rinstance=99b09156b3bcb80f/*0]
14:11:00.518 [CM504001]: Ext.*777: new contact is registered. Contact(s): [sip:*[email protected]:40000;rinstance=2a1949f682146968/*777]
14:11:00.432 [CM504001]: Ext.17: new contact is registered. Contact(s): [sip:[email protected]:1073;rinstance=4b0e6e91ad461947/17]
14:11:00.432 [CM504001]: Ext.12: new contact is registered. Contact(s): [sip:[email protected]:1073;rinstance=b28750b9b1bdfb78/12]
14:11:00.414 [CM504001]: Ext.19: new contact is registered. Contact(s): [sip:[email protected]:1073;rinstance=231beeec85c82c4a/19]
14:11:00.294 [CM506001]: STUN request to resolve SIP external IPort mapping is sent to STUN server 96.9.132.83:3478 over Transport 192.168.1.20:5060
14:10:56.924 IP(s) added:[192.168.1.20]
14:10:49.396 [EC100007]: External application is connected: application:MONEYGRAM:0/QueueManager local:127.0.0.1:5482 remote:127.0.0.1:61337
14:10:48.922 [EC200006]: Conference server is connected: application:MONEYGRAM:0/3CXConferenceRoom local:127.0.0.1:5482 remote:127.0.0.1:61335
14:10:48.838 [EC200002]: Media server is connected: application:MONEYGRAM:0/MediaServer local:127.0.0.1:5482 remote:127.0.0.1:61333
14:10:48.194 [EC200005]: Parking Orbit server is connected: application:MONEYGRAM:0/3CXParkOrbit local:127.0.0.1:5482 remote:127.0.0.1:61330
14:10:48.194 [EC200004]: IVR server is connected: application:MONEYGRAM:0/IVRServer local:127.0.0.1:5482 remote:127.0.0.1:61329
14:10:46.931 Failed to obtain short path name for [C:\ProgramData\3CX\Bin\Cert]
14:10:46.931 [CM501006]: Default Local IP address: [192.168.1.20]
14:10:46.931 [CM501002]: Version: 10.0.20085.0

 

[eagle2]

Please run the 3CX firewall checker. It looks like you are having NAT/firewall problems or not set properly port forwarding to 3CX server.

Regards

 

[HYas1]

Looks like a few phases passed through with a warning. How do I fix them?


3CX Firewall Checker, v1.0. Copyright (C) 3CX Ltd. All rights reserved.

<15:50:35>: Phase 1, checking servers connection, please wait...
<15:50:38>: Stun Checker service is reachable. Phase 1 check passed.
<15:50:38>: Phase 2a, Check Port Forwarding to UDP SIP port, please wait...
<15:51:22>: UDP SIP Port is set to 5060. Response received WITH TRANSLATION 1169::5060. Phase 2a check passed with WARNINGS. Some functionality will be LIMITED. For more information, please visit http://www.3cx.com/blog/docs/firewall-checker/

<15:51:22>: Phase 2b. Check Port Forwarding to TCP SIP port, please wait...
<15:51:42>: TCP SIP Port is set to 5060. Response received WITH TRANSLATION 1169::5060. Phase 2b check passed with WARNINGS. Some functionality will be LIMITED. For more information, please visit http://www.3cx.com/blog/docs/firewall-checker/

<15:51:42>: Phase 3. Check Port Forwarding to TCP Tunnel port, please wait...
<15:51:46>: TCP TUNNEL Port is set to 5090. Response received correctly with no translation. Phase 3 check passed.

<15:51:46>: Phase 4. Check Port Forwarding to RTP external port range, please wait...
<15:51:59>: UDP RTP Port 9000. Response received correctly with no translation. Phase 4-01 check passed.
<15:51:59>: UDP RTP Port 9001. Response received correctly with no translation. Phase 4-02 check passed.
<15:51:59>: UDP RTP Port 9002. Response received correctly with no translation. Phase 4-03 check passed.
<15:51:59>: UDP RTP Port 9003. Response received correctly with no translation. Phase 4-04 check passed.
<15:51:59>: UDP RTP Port 9004. Response received correctly with no translation. Phase 4-05 check passed.
<15:51:59>: UDP RTP Port 9005. Response received correctly with no translation. Phase 4-06 check passed.
<15:51:59>: UDP RTP Port 9006. Response received correctly with no translation. Phase 4-07 check passed.
<15:51:59>: UDP RTP Port 9007. Response received correctly with no translation. Phase 4-08 check passed.
<15:51:59>: UDP RTP Port 9008. Response received correctly with no translation. Phase 4-09 check passed.
<15:51:59>: UDP RTP Port 9009. Response received correctly with no translation. Phase 4-10 check passed.
<15:51:59>: UDP RTP Port 9010. Response received correctly with no translation. Phase 4-11 check passed.
<15:51:59>: UDP RTP Port 9011. Response received correctly with no translation. Phase 4-12 check passed.
<15:51:59>: UDP RTP Port 9012. Response received correctly with no translation. Phase 4-13 check passed.
<15:51:59>: UDP RTP Port 9013. Response received correctly with no translation. Phase 4-14 check passed.
<15:51:59>: UDP RTP Port 9014. Response received correctly with no translation. Phase 4-15 check passed.
<15:51:59>: UDP RTP Port 9015. Response received correctly with no translation. Phase 4-16 check passed.
<15:51:59>: UDP RTP Port 9016. Response received correctly with no translation. Phase 4-17 check passed.
<15:51:59>: UDP RTP Port 9017. Response received correctly with no translation. Phase 4-18 check passed.
<15:51:59>: UDP RTP Port 9018. Response received correctly with no translation. Phase 4-19 check passed.
<15:51:59>: UDP RTP Port 9019. Response received correctly with no translation. Phase 4-20 check passed.
<15:51:59>: UDP RTP Port 9020. Response received correctly with no translation. Phase 4-21 check passed.
<15:51:59>: UDP RTP Port 9021. Response received correctly with no translation. Phase 4-22 check passed.
<15:51:59>: UDP RTP Port 9022. Response received correctly with no translation. Phase 4-23 check passed.
<15:51:59>: UDP RTP Port 9023. Response received correctly with no translation. Phase 4-24 check passed.
<15:51:59>: UDP RTP Port 9024. Response received correctly with no translation. Phase 4-25 check passed.
<15:51:59>: UDP RTP Port 9025. Response received correctly with no translation. Phase 4-26 check passed.
<15:51:59>: UDP RTP Port 9026. Response received correctly with no translation. Phase 4-27 check passed.
<15:51:59>: UDP RTP Port 9027. Response received correctly with no translation. Phase 4-28 check passed.
<15:51:59>: UDP RTP Port 9028. Response received correctly with no translation. Phase 4-29 check passed.
<15:51:59>: UDP RTP Port 9029. Response received correctly with no translation. Phase 4-30 check passed.
<15:51:59>: UDP RTP Port 9030. Response received correctly with no translation. Phase 4-31 check passed.
<15:51:59>: UDP RTP Port 9031. Response received correctly with no translation. Phase 4-32 check passed.
<15:51:59>: UDP RTP Port 9032. Response received correctly with no translation. Phase 4-33 check passed.
<15:51:59>: UDP RTP Port 9033. Response received correctly with no translation. Phase 4-34 check passed.
<15:51:59>: UDP RTP Port 9034. Response received correctly with no translation. Phase 4-35 check passed.
<15:51:59>: UDP RTP Port 9035. Response received correctly with no translation. Phase 4-36 check passed.
<15:51:59>: UDP RTP Port 9036. Response received correctly with no translation. Phase 4-37 check passed.
<15:51:59>: UDP RTP Port 9037. Response received correctly with no translation. Phase 4-38 check passed.
<15:51:59>: UDP RTP Port 9038. Response received correctly with no translation. Phase 4-39 check passed.
<15:51:59>: UDP RTP Port 9039. Response received correctly with no translation. Phase 4-40 check passed.
<15:51:59>: UDP RTP Port 9040. Response received correctly with no translation. Phase 4-41 check passed.
<15:51:59>: UDP RTP Port 9041. Response received correctly with no translation. Phase 4-42 check passed.
<15:51:59>: UDP RTP Port 9042. Response received correctly with no translation. Phase 4-43 check passed.
<15:51:59>: UDP RTP Port 9043. Response received correctly with no translation. Phase 4-44 check passed.
<15:51:59>: UDP RTP Port 9044. Response received correctly with no translation. Phase 4-45 check passed.
<15:51:59>: UDP RTP Port 9045. Response received correctly with no translation. Phase 4-46 check passed.
<15:51:59>: UDP RTP Port 9046. Response received correctly with no translation. Phase 4-47 check passed.
<15:51:59>: UDP RTP Port 9047. Response received correctly with no translation. Phase 4-48 check passed.
<15:51:59>: UDP RTP Port 9048. Response received correctly with no translation. Phase 4-49 check passed.
<15:51:59>: UDP RTP Port 9049. Response received correctly with no translation. Phase 4-50 check passed.


Application exit code is 2

 

[eagle2]

What kind of router (brand / model) you have?
It seems you have enabled SIP ALG on this router (so called SIP NAT). If so try to disable it.

Regards

 

[willow]

it sort of appears that udp 5060 is not mapped correctly or a sip alg is applied like eagle said. by default the 5060 is a udp prt but can be set for tcp on devices. i find it best to forward both to udp/tcp 5060 to the 3cx server.

 

[HYas1]

Hi,

Just an update. I have passed on your suggestions to those in charge of the router and they said that everything has been done. They also pointed out to be me that someone else in the office (we have a shared office) has the 3cx system and his one is working perfectly.

Only ours seems to have all sorts of problem. I did another firewall checker and I got the same message with the exception of the following:

<09:38:08>: Phase 1, checking servers connection, please wait...
<09:38:12>: Stun Checker service is reachable. Phase 1 check passed.
<09:38:12>: Phase 2a, Check Port Forwarding to UDP SIP port, please wait...
<09:38:46>: UDP SIP Port is set to 5060. Response received WITH TRANSLATION 1122::5060. Phase 2a check passed with WARNINGS. Some functionality will be LIMITED. For more information, please visit http://www.3cx.com/blog/docs/firewall-checker/

<09:38:46>: Phase 2b. Check Port Forwarding to TCP SIP port, please wait...
<09:38:50>: TCP SIP Port is set to 5060. Response received WITH TRANSLATION 1122::5060. Phase 2b check passed with WARNINGS. Some functionality will be LIMITED. For more information, please visit http://www.3cx.com/blog/docs/firewall-checker/

<09:38:50>: Phase 3. Check Port Forwarding to TCP Tunnel port, please wait...
<09:38:50>: TCP TUNNEL Port is set to 5090. Response received correctly with no translation. Phase 3 check passed.

I am really close to giving up but 3cx seems like such a good solution so I don't want to lose it (yet!). What possibly can be wrong... I really don't know. In my previous set up I had the abyss server but that gave me problems so we switched to IIS and during that time the router was changed. After that we can never receive any incoming calls anymore, although our phones continue to register every morning to the system.

 

[HYas1]

Abyss gave me problems as it 3cx itself still works but here and there it didn't work (but came back up after a restart).

Now do you think the fact that Installed in IIS this time can be the problem? Or is it the same?

 

[willow]

If you have 2 companies using the same public IP address you can not have port 5060 forwarded to both servers. I would ask that you check and see if both use the same public IP. If they do you need to get a second IP and use it for yours. Or you could move your phones onto their server and setup different outgoing extension groups to use different trunks.

 

[HYas1]

I don't think we are using the same public IP address since we have different servers set up however I will recheck and get back to you. Its just 3cx has worked before with us that is why I didn't see that to be an issue.

I have also noticed in my logs that I am continually seeing this error. Is there anything wrong with the StUN servers?

STUN server stun3.3cx.com:3478 could not be reached (host name is not resolved).
It could be that the STUN server you are using is down or a network problem is preventing STUN resolutions.
This might cause problems if you use VoIP Providers.

 

[HYas1]

.

 

[HYas1]

Hello Everyone

Just an update.

5060 is the port that seems to be giving troubles - not too sure why but what I did was change the port to 5061 and I got through to the IVR and call went through! :!:

So just one important question:
1. Did I do the right thing above? Any consequence of changing the port from the default one? Or is there another alternative for port 5060 that is normally used.

 

[eagle2]

Can you provide more detailed network setup (two 3CX, addressort mappings, etc.).
If you like send me a private message (security concerns).

Regards,
Orlin.

 

[willow]

it still seems that port 5060 is mapped to another device. it could be the other 3cx. changing to 5061 is for secure sip but will work.