Gradwell - Hosted 3cx - Reporting DNS issues

[Brian Gabriel]

Hi,

I recently took over managing a v20 instance that was migrated from onprem to a hosted platform. One of two Gradwell trunks are failing to connect. The UI logs show the issue as:

Registration at XXX has failed. Destination (sip:x.x.x.x:5060;lr) is not reachable, DNS error resolving FQDN, or service is not available.

But since both trunks are connecting to the same URL and the other trunk is connecting I'm not sure how accurate that error message may be. I've reached out to Gradwell too but haven't had a response yet.

Thanks
Brian

 

[NikosT_3CX]

@Brian Gabriel if you make a pcap on the PBX side, do you see the packets leaving from the PBX side towards the ip of the Provider ?
Also since you had these on Premise first, maybe your provider needs to whitelist your new ip to the 2nd account also ?

 

[Brian Gabriel]

Hello Nikos, My understanding is that with a hosted 3cx instance I have no access to the OS, is that correct? Or can I collected the pcap via the 3cx console?

To clarify, 1 of the 2 trunks is working from the new hosted instance. We've already updated the whitelist, both of the trunks are with Gradwell under the same account, so I would have assumed if 1 works, so would that other.

 

[KyriacosS_3CX]

Hello,

You can initiate a capture from within the 3CX PBX Dashboard:


The expectation would that your new IP was whitelisted for both accounts, but only Gradwell can confirm that.