Solved Extensions on PBX all out of service but those connected via SBC are fine

[alexgray]

I have 3CXV18 running on Debian. Some extensions direct to the PBX, some in another premises via an SBC to the PBX.

All the extensions on the SBC are working fine, but without anyone touching the system all the phones directly registered on the PBX stopped working.

All the devices are present on the network, no IP addresses have changed (all static), and the devices themselves are all powered up etc, but showing no service.

I've checked that all are set Available and not disabled etc, but they all have the red dot beside them in the management console.

I have rebooted the system with no change.

Any ideas?

 

[Alphabetic]

Is it extensions set up in STUN that are dead?

Has the WAN address changed at site?

Are all these phones at the same location?

Has their IP been blacklisted?

Have you looked in the event log?

 

[alexgray]

Hi thanks for reply.

These phones are all on same local subnet as the PBX. No STUN server. No IP addresses have changed - all are static, including the WAN.

Nothing showing in the log other than my admin logins.

Could it be to do with the change from v16 to v18 - may they need to use the FQDN now instead of the local IP address of the 3CX server, even though they are on the same physical LAN and subnet as the server?

Alex

 

[Alphabetic]

Possibly.

did this start after the upgrade?

You should look at the GUI on a phone to check if the SIP server is FQDN. If it is, change it to IP and see if it brings it online.

if it does you then need to configure split DNS.

https://www.3cx.com/docs/creating-fqdn-split-dns/

 

[alexgray]

Thanks for taking the time to make your suggestions. All working again now.

The phones have always used internal IP address of the PBX for SIP server not FQDN.

Most of the phones are cordless DECT handsets on a Gigaset system, and they are still not showing up in 3CX.

I checked all the DECT after the upgrade to v18 on Jan 26 and they were all working fine. Some time since they stopped (don't know exactly when, as the building has been empty).

I checked the based station/DECT Manager and it has the correct IP address for the 3CX server, but was still not operating. In the usual way, I thought it worth trying a full reboot of the DECT system, and when it cam eback all was well and over the course of a few minutes all the handsets registered okay!

I checked the GUI of a deskphone and found their SIP server addresses seemed to have been changed by provisioning during the update. Very strange - for the upgrade I had to switch from a Raspberry Pi to a PC running Debian and I suspect that transiently the new PC had a different address before I set it to the same IP as the old server, and it must have reprovisioned the desk phones.

Manually changed the deskphones to the correct 3CX server IP address and they too are registering okay now.

So all well, and thanks again for taking the time to reply.