Emergency - Not getting voicemails by email

[CCAdmin]

To start: We are running a Linux PBX Express instance on Google Cloud. Latest v15.5 sp5.
We are using the 3CX SMTP server for emails from the system.

All of a sudden, about two days ago, we stopped receiving voicemails by email. It was noticed/discovered finally today. I have tried rebooting the system, but that didn't help. I also tried disabling the "transcription" of voicemail feature, but that didn't help either. I have already added "3cx.net" to our email approved list in the past, so I know the emails aren't being blocked. They are acting like they aren't being sent at all and the voicemails are just disappearing.

Need help bad!!!!!

 

[CCAdmin]

Update: I changed the email server to one of our own, instead of using the built-in 3CX SMTP and all of the past 2 days voicemails came through, and it is working correctly now.
Guess I'll have to leave it using our email SMTP.

Anyone else ever seen where the 3CX SMTP stopped working?

 

[CCAdmin]

Spoke too soon.

The last couple days of voicemails finally came through, but I am not getting any new voicemails to email?

 

[YiannisH_3CX]

Hello @CCAdmin

Did your public IP change during the last few days that the issue started? If so this could explain why the 3CX SMTP might have stopped working as it was seeing a different IP that the one previously used. Does the test email button work? Can you receive other welcome emails etc?

 

[CCAdmin]

No, we have a static IP on our server. Nothing has changed on the IP.

The test email and welcome emails work fine, but nothing regarding voicemails is working.
After more research, calling 9999 we are notified that voicemails exist, but they are not being received by email, they are not showing up on the phone's light, and they are not showing up in the 3CX client.
We even tried changing an extension to keep the voicemail on the server, but it still never shows on the phone light nor the 3CX client. It is only accessible via 9999.

 

[YiannisH_3CX]

In that case i would recommend creating a ticket with our support department so they can take a look at the logs of the system and determine what could be causing this behaviour.

 

[Alphabetic]

Not sure if this'll help you but.. Check the activity log > logs > instances > 3cxSystemService.log

search for "VMMonitor" and see if you can see anything there.