Inbound rules disapearing

[kakashi]

We ran the update to the latest version 3cx v16 the past weekend. Since then, we've had multiple inbound rules disappear twice. Has anyone else seen this behavior or have any idea what might be causing it? Today it was fine in the morning, then midday, they were gone.

 

[kakashi]

Is there a limit to inbound rules? We have quite a lot at 422.

 

[kakashi]

Is there a log that shows what might be happening? It just happened again today.

 

[JohnS_3CX]

Hi,

Did you enable failover or automatic backup restoring?

 

[kakashi]

Unfortunately we do not have the failover. We do have automatic backups, but unfortunately It's already been overwritten since the update.

 

[JohnS_3CX]

Please check here, if it was enabled at any point, it may have restored an older backup

 

[kakashi]

Automated restore is not enabled. I double checked where you said just to make sure.

 

[JohnS_3CX]

Any chance you are running a second duplicate PBX machine in the cloud or locally?

If you see them disappearing it could also be that you are seeing another machine with a different set of rules.

Check the LAN and WAN IP of your current machine from the management console under "IP" from your information Box on the right of the dashboard. Make note of this, and next time you see things missing, check again and see if the WAN or LAN IP has changed.

 

[kakashi]

No, we aren't running any duplicate PBX machines in the cloud or locally. I will double check the IP the next time it happens. I'll let you know if there is any difference. Thank you for your help!

 

[JohnS_3CX]

Sure thing, lets see how it goes

 

[kakashi]

I think I may have figured it out. Since the beginning we've had Inbound Rules for each different trunk that had the same name. We have 6 different SIP trunks for load balancing. It's never been an issue before.

I was looking over the exports of rules for right after the issues starting occurring, and noticed that when rules started disappearing, there was always at least one entry for the ones that went missing still left. I believe the latest update may have changed something that did not like having multiple inbound rules with the same name. I've updated inbound rules to have an extra digit for the SIP trunk it is associated with. Hopefully this fixes the issue. I'll let you know if it happens again and check the IP.

 

[kakashi]

It's been 3 days since making the inbound rule name changes, and we've had no further issues with rules disappearing. I think that was the issue. We use the inbound rules for reporting purposes, so having different names for each one may create problems with reporting down the line. Any chance of a patch for that issue with the update?

 

[kakashi]

Looks like I was wrong. It was fine from Friday morning till this morning. It just happened again around 9am. I checked the IP addresses and they were the same.

 

[JohnS_3CX]

Hi,

So renaming them did not help in the end? They still dissapear?

 

[kakashi]

Yes, That's correct. About 30 disappeared this morning. I had to re-import them. Very strange it was fine for three days with the new names, and then it started again

 

[AWS2P]

Are you alone having console access ?
No one else can play with settings?

 

[kakashi]

We have a few who do have access to general system administration, but it's locked to manage own extension so they have no access to inbound rules or SIP trunks.

 

[kakashi]

I think I've figured out the issue for real this time. It's seems any time an update is made to a queue that an inbound rule routes to, all but one rule entry for a given DID/Sip Trunk is being removed that routes to that queue. So for example, I have a training queue with 7 inbound rules all with the same DID in 3cx. If i change the order of agents in the queue, it removed all but 1 entry from the rules. It seems to be the same SIP Trunk every time no matter which queue. Under the Ports column it [10002]. The other entries just disappear.

I have a couple of queues that don't get directly routed to. The rule for them goes to a digital receptionist IVR first, then to one of two queues. If I make changes to those queue's, nothing happens to the rules involved or the digital receptionists.

 

[sfernandes]

Hi.

I've been having the same issue. It's been happening to a lot of our sites. Some, I redid the Inbound rules manually, after a while they disappeared again. Some, after persisting and adding the rules over and over seems to have stopped disappearing. But I still haven't found a pattern to that problem. I'm assuming it is something to do with importing the DIDs, but still not sure, because even some that I added manually later on after it disappeared, it disappeared again. And no one having access to some of them.

 

[sfernandes]

I think I've figured out the issue for real this time. It's seems any time an update is made to a queue that an inbound rule routes to, all but one rule entry for a given DID/Sip Trunk is being removed that routes to that queue. So for example, I have a training queue with 7 inbound rules all with the same DID in 3cx. If i change the order of agents in the queue, it removed all but 1 entry from the rules. It seems to be the same SIP Trunk every time no matter which queue. Under the Ports column it [10002]. The other entries just disappear.

I have a couple of queues that don't get directly routed to. The rule for them goes to a digital receptionist IVR first, then to one of two queues. If I make changes to those queue's, nothing happens to the rules involved or the digital receptionists.

I have a failover SIP Trunk. Both from same provider, different IP. So I basically replicate whatever rule from one trunk to the other. I noticed that too. Seems like whenever I place a change to the extension or any other system number, one of the DIDs being routed to it gets deleted.