iphone issues

[melbourne]

Hello, since the new upgrade my customers with iphone have been experiencing issues. Any solutions?

Failed to send APNS PUSH to device iPhone15,2iPhone(Ext.104). Internal exception occured: The SSL connection could not be established, see inner exception.
PUSH sender ID: 50020 08/09/2023 3:09:07 PM

 

[Alejandro_3CX]

Hello @melbourne since you are using Hosted by 3CX, could you please open a support ticket with us so we can gather some logs and check further the issue.

Thanks!

 

[Mick Lenton]

We have 2 customer that have this. Both new systems hosted by 3cx...Been over a week of emailing and logging faults still not fixed!!!

 

[Charles_3CX]

We have 2 customer that have this. Both new systems hosted by 3cx...Been over a week of emailing and logging faults still not fixed!!!

Hi, as a 3CX silver partner you have direct access to open a ticket with us at 3CX Techical support, from where we can request some data from you in order to check.

Kindly open a ticket so that we may check this further for you.

 

[melbourne]

Charles, the issue with the iphone for both of us remain. The color coding should not determine who gets quicker answers. Our customers are just as important as your Silver, Gold, Platinum, customers. This issue started when the upgrade took place. Before that it was all working fine.

 

[Charles_3CX]

Charles, the issue with the iphone for both of us remain. The color coding should not determine who gets quicker answers. Our customers are just as important as your Silver, Gold, Platinum, customers. This issue started when the upgrade took place. Before that it was all working fine.

You have misunderstood, Please allow me to clarify.

We are asking you to kindly open a ticket with us at 3CX technical support so that we can check the issue for you.

We don’t provide technical support through forum.

Since they are a silver partner they have access to 3CX technical support to open tickets.

Since you are a bronze partner so can you.

To do so navigate to you partner portal and from the drop down choose support and open a support ticket.

Please let me know if any clarification is required.

Thank you.

 

[avvero]

Having similar issues with our hosted 3CX, Andriod works fine, but Apple does not.

 

[avvero]

I did a tcpdump on our 3CX hosted server, and the Apple certificates resolve to an IPv6 access. The packets between the 3CX server and Apple service seem to fail with IPv6 traffic.

Is there a way to disable IPv6 on our server?

 

[AquionAUS]

I have just migrated to 3CX hosted by 3CX directly. In the last few weeks I have had so many customer complaints we are not answering calls. I have checked the logs and I have now discovered that its the phones not answering.
They all have "Failed to send APNS PUSH to device" in the log files
This has only happened since moving to a fully hosted 3CX solution with 3CX directly and never happened when i was running on my own Amazon server

There is obviously something wrong here with 3CX hosting

Why do I have to log a support ticket for $75 to log a support for something you guys no is an issue.
I can't change firewall rules as fully hosted with you. And its the lastest version of 3CX

 

[Alejandro_3CX]

Hi @AquionAUS please note that your 3CX partner can open a FREE technical support ticket with us, so we can check your installation, gather the logs and assist to solve any issue that you are experiencing .

Have a great day!

 

[AquionAUS]

Hi @AquionAUS please note that your 3CX partner can open a FREE technical support ticket with us, so we can check your installation, gather the logs and assist to solve any issue that you are experiencing .

Have a great day!

thats nice and they have it's been 12 days of no phone calls at my end and they are telling me 3CX are still investigating. Do we have an update given it is affecting so many people and only on your hosting platform? And why do I need to go to a support partner when I have purchased this system from you direct and paid for it online on your platform? I'm happy to pay a support ticket if it's my fault. But this is obviously not

 

[Alejandro_3CX]

Hi @AquionAUS if you paid any ticket and no troubleshooting was performed or if it is an issue from our side, please believe me that the ticket is credited back to your account.

As mentioned in other of your posts, we understand your anguish and frustration, if you already have a support ticket with us, believe me that our technical team is really working on it, once again we apologize for the inconvenience caused. Kind regards and bear with us!

 

[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!

 

[N_G]

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.

 

[AquionAUS]

Yeah.. i logged a support ticket with my 3CX provider and 2 weeks latter nothing they could do as it was hosted with 3CX directly. After so so so many lost phone calls from customer later I complained on this forum and a 3CX rep messaged me direct and turned of ipv6 and now no errors in the logs. I wish 3CX would have let it’s customers know prior.

 

[N_G]

I understand your frustration but this was a complex issue that took some time to research properly. Both Apple And Digital Ocean had to get involved. Then we needed to check and test the repercussions of making network level changes. Finally some of our staff we're on a much deserved holiday just when this issue happened so this delayed matters.

So some things are not so easy to find, fix and resolve.

 

[stevelup]

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.

Hi @Nick Galea

I'm self-hosted on Digital Ocean - I know this is not the right forum, but it's the only place this is being discussed.

I'm in the UK and have this issue - you mention AU above - it's not a regional issue though?

Would I be correct in assuming that if I disable IPv6 on my droplet, that should resolve the problem?

Thanks,

Steve

 

[Charles_3CX]

Hi @Nick Galea

I'm self-hosted on Digital Ocean - I know this is not the right forum, but it's the only place this is being discussed.

I'm in the UK and have this issue - you mention AU above - it's not a regional issue though?

Would I be correct in assuming that if I disable IPv6 on my droplet, that should resolve the problem?

Thanks,

Steve

We can see that you have a partner assigned to your account. Can you kindly contact them to open a ticket on your behalf to us at 3CX technical support to check this with you?

Or you are welcome to open a ticket to us directly via your 3CX portal, portal.3cx.com, as we haven't had any issues with DO in the UK so will need to check this to be able to advise further.

 

[stevelup]

I can't do it myself - the only option it gives me is to 'buy support'. I'll speak to my partner.

FYI, screenshot below demonstrating that it would appear - at face value - to be the same (or similar) issue. Looks like api.push.apple.com can't be resolved.

 

[stevelup]

I am a complete idiot... Those errors are from weeks ago - see the dates.

Sorry to have bothered you!