Can't reset admin pass after v20 upgrade

[A.Takacs]

Just performed an upgrade of a hosted instance from v18 to v20,

Seems to be successful (at least phones are registered and calls are coming in/out) but I can't seem to log in with the admin credentials I have on file. I have tried the reset password mail loop but I don't get the reset e-mail (yes, I have checked my spam folder).

I have gone to the v18 backup I took and checked the admin e-mail so I am 100% sure I am using the correct one (to be sure I have tried both the one listed under <EmailAddress> for the admin extension - I believe that's the one to use - and the one under <adminemail>.

What can I do to recover access ?

UPDATE: I am using 3cx servers for mail delivery and I understand they might "blacklist" e-mails that have delivery failures. May that be the issue at hand ?

 

[OlegR_3CX]

Hi there.
As per this guide, to access your Admin console of the 3CX system, you must log in as a System owner user, and that is why it was a mandatory step to create an extension with this role. So use that extension number/email address and password to log in. If you don't remember its password, you Forgot password option to recover it.

 

[A.Takacs]

Thanks
I have, per instruction, associated an e-mail to the system owner user and made sure the credentials were working before upgrading.
Those very credentials are not working anymore.
Just to be super certain I have just (re)checked in the backup that the information I have noted as far as system owner e-mail are indeed correct.
Yet the system owner e-mail is not working nor receiving password reset mails.

 

[OlegR_3CX]

Are you using your own SMTP on your or 3CX one on your 3CX System?

 

[A.Takacs]

Are you using your own SMTP on your or 3CX one on your 3CX System?

Good quesrtion. I thought it was the 3cx server but to be absolutely honnest not 100% sure.

And I see this in the event log

The following error occurred when trying to send an email with subject ‘3CX Notification: Password recovery for xxxxx.3cx.com’ to ‘[email protected]’ :Connection timed out

So it migh be the issue at hand... How can we go about it ?

 

[OlegR_3CX]

Where do you see this even what you mentioned above?

 

[OlegR_3CX]

So it migh be the issue at hand... How can we go about it ?

you could open the ticket with us, so we will check in our ERP too and advise you.
Since you are a 3CX partner, you should be able to do that and then we can take it from there.

 

[A.Takacs]

Where do you see this even what you mentioned above?

Event log (from a manager user)

you could open the ticket with us, so we will check in our ERP too and advise you.
Since you are a 3CX partner, you should be able to do that and then we can take it from there.

Will do accrodingly - thanks

 

[OlegR_3CX]

You are welcome. Feel free to leave your feedback later on.