Failed to send APNS PUSH to device iPhone

[Jim Taylor]

We've been having ongoing problems with these types of errors in our event log. This started on V18 but followed to V20. Sometimes a system reboot fixes it, other times it does not, and unfortunately it's not 100% duplicatable. My staff observed something yesterday however, and that when our mobile devices weren't ringing (both Android and iOS), the desk phones were ringing. Each of my staff went onto their mobile devices into the 3CX app, went into Contacts, and each of the people's phones that weren't ringing were stuck in a status of On A Call. They didn't show this way in the Panel on the web view,
only on the mobile apps. Not sure if this is helpful to diagnose the ongoing problem, but it seems the mobile apps are getting stuck in that status. Also wanted to add that we've disabled IPv6 as one of the troubleshooting steps.

 

[IliasL_3CX]

Hello Jim,

Can you please open a ticket with us so we can have a look

 

[NickEmpireComm]

I'm getting a similar issue, but at the moment it's only one user. The problem started out as them not being able to answer external calls. Calls between extensions were fine. (There are no restrictions for the user in terms of calling)

We uninstalled and re-installed, now we get no notifications of incoming calls. Just the missed calls. If I setup the same extension on my android device it works just fine.

I performed a system reboot and it had no impact. I'm concerned this issue may spread to more users on this server.

I'm opening a ticket with 3CX.

 

[Jim Taylor]

I can't submit a ticket on this as it affects my NFR copy.

 

[thanosgen]

I had the same problem. Just update to 18.0 Update 9 (Built 35) (check your updates) and it will fix your push notification.

 

[Jim Taylor]

We're on V20 Build 4

 

[Dale_MFG]

We have also been having this issue for a while - it seems to occur intermittently, however in all cases where Push notifications don't go through, we have an associated "50020" error in our server's logs.

Clicking into the log details seems to point to some sort of HTTP issue with the server 3CX uses to process push notifications for iOS/Android devices - at least for us, the log points to a connection error: "Network is unreachable (pbxservicespush.3cx.com:443)" comes up in the first line. I tried opening the URL up directly, and get a Cloudflare page saying the connection was blocked.

I don't know if this is similar for the rest of you, but I just figured I'd put it out there.

Cheers!

 

[IliasL_3CX]

@Jim Taylor Can you please clarify if you are getting the same error message as Dale_MFG ?
@Dale_MFG Is there a firewall in front of the pbx and if so can you please ensure that it is not blocking/altering the traffic between the phone system and pbxservicespush.3cx.com

 

[Dale_MFG]

@IliasL_3CX We have a UniFi system in place, however I can confirm that this is only for inbound filtering - we are not doing any outbound firewall processing on the network. In our case, the issue is also very intermittent - for every 10 calls we get that requires signaling a mobile device via PUSH notifications, 1-2 may have this issue.