Can't Login After V20 Upgrade

[L_MD]

We have a on prem Windows 3cx Enterprise installation and performed the V20 upgrade from v18. We made sure the System Owner and the password was configured before performing a full backing up from V18.
We successfully installed V20 and restored from backup, it now will not let us log in and it says wrong username/password.
Attempted a password reset with owner email and it did not send a password reset email. Tried several times and no success.
The only thing I can think is the owner email may have also been associated with another extension.

I uninstalled V20 and tried installing and restoring V18, but it gave a license key error. So I assume once License key is upgraded to v20 cannot downgrade to v18.
Any suggestions on what to do to be able to log into v20?

 

[SteveITS]

Take a look in the .xml file in your backup and you can look at the system owner marker and email accounts. You should be able to find them in the file.

Note the admin login is via either extension number or email address now.

 

[L_MD]

Thank you.
After a lot of troubleshooting, it ended up being we had multiple exts with the same email. To fix the issue we had to:
1) Open the V18 backup with WinRar
2) Locate the xxxxxx DB.xml file
3) Drag it out of WinRar and paste it onto your desktop
4) Right click and edit with notepad. Find the admin extension and locate the email address for it.
It will be in the format <EmailAddress>xxx@xxx</EmailAddress>
5) Do a Ctrl+F and input that email string to locate all other extensions with the same email.
6) Change the first character of each to make them different, even if they do not exist. Keep the admin email the same.
7) After editing, there should be only 4 instances of the email. PBXERRORMAIL, the admin extension, and two in <license>
8) Save the file.
9) Navigate back to the opened V18 zip backup file in WinRar
10) Press "Add" in the top left corner. Select the edited xxxxx DB.xml file from your desktop.
11) Select "Compress". It may take a minute.
12) In WinRar navigate to the "provisioning" folder, click on the next folder
13) Take the file titled "3CXPhone-directory.xml" onto your desktop
14) Edit the values to be the same as step 6.
15) Add this file back into the zip via WinRar the same way
16) Reinstall V20 and use this zip to restore
17) You should be able to request a password reset and access the 3cx admin portal.

Hopefully this helps someone else who has the same issue while upgrading.

 

[fxbastler]

another option:

1. in the xml, search the <extension> with the <number> of the admin extension
2. in this extension, search for a property named SERVICES_ACCESS_HASH
3. replace the value with the single line (no spaces)
   AAAAAMAnCQAgAAAAUzfBenr2RAEFT/jcjcUCwxsxeISZH0kycYFl6LkaxzAgAAAATfJpYBxOfpWJSKeDSfoMr7ciwNHKJtSpQQbSAyNbTtk=
4. save the xml
5. repack the xml in the backup
6. restore the backup in the 3CX
7. log in with the number of the admin extension and the password ChangeYourP4ssw0rd
8. immediately change the password