Failed to send APNS PUSH to device

[AquionAUS]

Latest update broken mobile phone push notification.

Hosted phone system with 3CX directly
Staff not receiving phone calls for a number of days. Chased it down to only staff with the app on there mobile phones

Latest build 18.0 Update 8 (Build 912)

Event log files full of this errors.
Interesting these errors only showing after the event log of “3CX was successfully updated”
—-

• Failed to send APNS PUSH to device iPhone11,2iPhone(Ext.8086). Internal exception occured: The SSL connection could not be established, see inner exception.
• Failed to send APNS PUSH to device iPhone10,3iPhone(Ext.8050). Internal exception occured: The SSL connection could not be established, see inner exception.

 

[AquionAUS]

Note, this is a hosted solution with 3CX. If self hosted I would look at firewall rules and ensure ports open etc… but this is a fully hosted solution direct with 3CX

 

[Alejandro_3CX]

Hello @AquionAUS since this is a 3CX Hosted could you please ask your partner to open a support ticket with us, so we can check this further and help you to solve the issue.

 

[AquionAUS]

I logged a support ticket with my partner, who then logged it with you. Crazy that I can't log issue direct since it's your hosted server I am running this on and not my partners platform.

It's been 16 days of my staff not being able to answer calls !

My support partner's response today is

We still have the ticket open with 3CX. They said the issue is as follows:

"There is a connectivity issue with the hosting provider and Apple Push servers on IPv6. We have a ticket open with them and we are waiting for their response.
We will keep you posted on any update."

I've gone back and forth with them and they said it is intermittent and when they have an update they will let us know.

I have just sent them another message to see where they are at with it and sent your logs.

This isn't happening with any of our clients using Azure or our hosting, it is with 3CX's hosting only. As they said it is an issue with their hosting provider and apple.

How far is this fix off ?

 

[Alejandro_3CX]

hello @AquionAUS we understand your anguish and frustration, if you already have a support ticket with us, believe us that our technical team is working on this, once again we apologize for the inconvenience caused. Kind regards!

 

[kiarash]

@Alejandro_3CX we have been struggling with the same issue on the hosted service for about 3 weeks.

We now have customer upset enough then they may move away. Please expedite the support process on this.

honestly iPhone integration and development is just lacking on 3CX iOS app compared to other competitors and our customer is truly irate for moving them over 4 months ago to 3CX and they lost all of that functionality and now no incoming calls!

 

[Charles_3CX]

@Alejandro_3CX we have been struggling with the same issue on the hosted service for about 3 weeks.

We now have customer upset enough then they may move away. Please expedite the support process on this.

honestly iPhone integration and development is just lacking on 3CX iOS app compared to other competitors and our customer is truly irate for moving them over 4 months ago to 3CX and they lost all of that functionality and now no incoming calls!

We totally, understand your frustration and accept that this is causing you and your customers inconvenience.

Rest assured that we are doing all we can to resolve this matter and are in contact with the relevant party’s to expedite a resolution.

We can only apologize for the inconvenience caused.

 

[Charles_3CX]

Can we kindly ask for all the 3CX partners in this thread to open a ticket to us at 3CX Techical support for us to assist you further.

The direct customers in thus thread have been contacted.

 

[avvero]

I can see an issue with IPv6 communication on the 3CX-hosted solution and Apple from the log files. Rather than saying, yes, we have a known issue with our service, 3CX is giving us the runaround. I've been told 3CX is currently in talks with Apple to try and resolve their issue.

It is frustrating how our engineering team wasted three days trying to troubleshoot and look at the 3CX response in the forums; they are doing it with everybody else.

3CX, please stop wasting our time and be honest with us!

YOU HAVE A KNOWN ISSUE AND WORKING TO RESOLVE IT!

We moved our 3CX config to another provider, and everything works!

 

[SteveITS]

Yes we have now confirmed its an issue with IPv6 and Digital Ocean. We are working to address this asap. Hopefully early next week all instances in AU will be switched too IPv4 and it will resolve the issue.

https://www.3cx.com/community/threads/iphone-issues.121936/post-571496