iPhones not getting push on hosted SMB – "Failed to send APNS PUSH" SSL error

[wchabot]

Hi,

Since last week or so, pretty much all our iPhones stopped getting push notifications, so they don't ring when someone calls. Android is fine. We've already lost several customer calls today.

The event log keeps showing this (Event 50020), for several extensions (15912, 15916, 15918):

"Failed to send APNS PUSH to device ... Internal exception occured: The SSL connection could not be established, see inner exception."

We're on a 3CX-hosted SMB instance (1454.3cx.cloud, v20.0.1765 SP10), so there's nothing we can check or change on the server ourselves.

I found an older thread with the exact same error where the fix was disabling IPv6 between the server and Apple:

Thread 'Failed to send APNS PUSH to device - Internal exception occured: The SSL connection could not be established, see inner exception.'

Sep 20, 2022

• 3CX Version: Enterprise Annual - 18.0 (Build 415)
• Server OS: Debian GNU/Linux 10
• Is the 3CX Server Hosted and where? AWS
• Has the Firewall Checker passed: YES

I upgraded to v18 update 5 last night. Since then our users with the IOS app are no longer receiving phone calls through the app. When I look at the log, every time there is an incoming phone call, I see the following error:

Failed to send APNS PUSH to device iPhone11,8Tow’s iPhone(Ext.14). Internal exception occured: The SSL connection could not be established, see inner exception...

• jncarter
• apns ios update 5
• Replies: 12
• Forum: iOS

Could someone from 3CX take a look at our instance? Happy to send logs if needed.

Thanks a lot,
William

 

[KyriacosS_3CX]

Hello, we had a check on this server, and we did not face the issue. Can you please re-test and let us know if it is still happening for you?

 

[wchabot]

Yes, this morning at 8:24 AM. It's not all of them; I think some calls are getting through, but a lot of them failed to be transferred to the recipient's iPhone.

 

[wchabot]

Since this morning again...