Full cone test failed - PLEASE HELP

[Bcullen91]

I am a complete novice with VOIP systems. I was tasked with upgrading the 3cx system to V16 so the iOS app's would work for remote access. I was able to finally get the V16 installed after some headaches. I used my backup to install it. Once it was installed I made a test phone call from one of the desktop clients, and it worked perfectly. I attempted to add a mobile client and kept getting no response from the server. I ran the firewall checker, and getting full cone text failed on EVERYTHING. Since running the firewall checker I have no audio at all in the phones. I can still call my cell phone, but I hear no audio.

The 3cx is running on Windows server 16 on a VM. We are running a Unifi Security gateway for a firewall. Nothing has been changed on the firewall settings and I have completely turned off the windows firewall and still getting the same issue. I really need to have this back up and running before tomorrow morning. Any help is appreciated. I am also willing to compensate someone for their time if they wanted to hop on discord and help me resolve this.

 

[cobaltit]

Upgraded from what version? Did the firewall checker work before you upgraded?

 

[Bcullen91]

Upgraded from what version? Did the firewall checker work before you upgraded?

We were on version 15.5.15xxx i believe. I downloaded the file to upgrade to 15.5 SP6 and it said I was already on 15.5 SP6. So then I uninstalled 3cx and installed 3cx v16.

I do not know if the firewall checker worked or not. I just know the phones worked before, and now they are not working.

 

[cobaltit]

We'll I'd start by checking your USG to make sure the firewall ports are configured correctly:

https://community.ui.com/questions/...-3CX-PBX/09b7919f-d51f-48d9-a025-6792020b0b7b

Also turn off SIP ALG

 

[Bcullen91]

We'll I'd start by checking your USG to make sure the firewall ports are configured correctly:

https://community.ui.com/questions/...-3CX-PBX/09b7919f-d51f-48d9-a025-6792020b0b7b

Also turn off SIP ALG

I have checked and I have all of those settings matching exactly. I also have turned off SIP, but there is no SIP ALG. Also, when i run the firewall check, there doesnt seem to be any issue with SIP ALG, its all with the ports.

 

[briankelly64]

Full cone failure with the test program usually indicates the port like 5060 cannot be reached by a random ip address. check a few specific ports like 5060 and 5090 with this tool

https://www.grc.com/x/ne.dll?rh1dkyd2

No audio is usually the rtp port range is not open on the firewall or the reinvite option for an iPhone is set to on when it may only function with it off (set within each ext config)

Also check the IP Blacklist list within the left menu list within 3CX under settings.

Any issues about static IP? Could the 3CX system since the reboot be on a different ip?

something is wrong with the path for all this or the router - firewall
Rebooting everything may help

 

[briankelly64]

This member has a lot of expertise you might try a direct message. He might be able to connect to the system if he is around

BrenttG

 

[Bcullen91]

Full cone failure with the test program usually indicates the port like 5060 cannot be reached by a random ip address. check a few specific ports like 5060 and 5090 with this tool

https://www.grc.com/x/ne.dll?rh1dkyd2

No audio is usually the rtp port range is not open on the firewall or the reinvite option for an iPhone is set to on when it may only function with it off (set within each ext config)

Also check the IP Blacklist list within the left menu list within 3CX under settings.

Any issues about static IP? Could the 3CX system since the reboot be on a different ip?

something is wrong with the path for all this or the router - firewall

I have checked and the 3cx system is still on the same IP. It seems to me like the firewall is causing the issue, but i have set all of the firewall settings correct, and its still not working.

 

[briankelly64]

test 5060 with that utility site if it was truly completely open before and it’s not now then that’s a clue. If the firewall is set to only allow IP’s from your service provider then 5060 would still work even if it shows as closed or stealth. What happens when you call your co’s phone number? Does it get through to your voicemail? Dead space, fast busy etc

 

[briankelly64]

As I mentioned for iPhone audio to work on that ext under option reinvite may have to be unchecked

 

[Bcullen91]

test 5060 with that utility site if it was truly completely open before and it’s not now then that’s a clue. If the firewall is set to only allow IP’s from your service provider then 5060 would still work even if it shows as closed or stealth. What happens when you call your co’s phone number? Does it get through to your voicemail? Dead space, fast busy etc

Ok, i will download that tool and test it out. Right now when i call the co's phone it goes to the after hours message.

 

[Bcullen91]

I ended up fixing it. I had to go into the ATT Modem and change some setting in the firewall and that resolved the issue!

 

[briankelly64]

Ok great! If the call was getting to the after hours message then it looks like port 5060 was open to your carriers ip’s. For the full cone test to not fail it would have to be wide open to anyone which may not be how your system is set up. I wonder what changed on the modem side that prevented things from working.

 

[JohnS_3CX]

@Bcullen91 does the test pass fully now?