Issue with receiving calls - Transaction does not exist

[3CTEL]

Hi!

We have started facing issue with already running system, outbound calls are fine but when we try to receive a call it gives error "transaction doesn't exit" on mobile apps (android and IOS) and on webclient the call just doesn't get picked.
One more thing is, we have made queues, assigned number to each queue and there is into prompt . Play into prompt and Play full intro prompt before calling agents are enabled. It was working fine but while testing inbound calls we have noticed that intro prompt is not playing on any queue.
System is on V18 update 9

 

[TheodorosG_3CX]

Is your issue limited to a specific network?

 

[3CTEL]

Is your issue limited to a specific network?

No it is happening with all users on different networks.

 

[Jacob172]

We are having the same problem Only IOS Devices Android works fine, we get the following errors,

Failed to send APNS PUSH to device iPhone15,2iPhone(Ext.401). Internal exception occured: The request was canceled due to the configured HttpClient.Timeout of 100 seconds elapsing.

 

[3CTEL]

We are having the same problem Only IOS Devices Android works fine, we get the following errors,

Failed to send APNS PUSH to device iPhone15,2iPhone(Ext.401). Internal exception occured: The request was canceled due to the configured HttpClient.Timeout of 100 seconds elapsing.

We are getting the exact error for IOS devices, there is no error for android but android have same issue. Apart from phone apps, we are unable to pick calls from webclient as well.

 

[3CTEL]

I want to add more detail, in the attached image multiple call attempts can be seen here when in actual the 1st 4 attempts experienced this on both ends:
-on caller end it just rings, no intro prompt is played, it rings for a while then it sounds like call is reconnected and it happened 4 times
-on callee end they tried to pick the call 4 times but it gave same error that transaction doesn't exist

on 5th attempt caller could hear the intro prompt as well as the call was picked. This whole process was a one continuous call means the caller didn't redial or the call wasn't disconnected.

 

[OlegR_3CX]

Hi there.
For the issue regarding the push messages. see the discussion on this topic where the issue was resolved.
Also, check your DNS and IPv6 settings. Ensure your outbound rules of the firewall don't have any issues reaching the servers of Apple and Google.

 

[3CTEL]

Hi there.
For the issue regarding the push messages. see the discussion on this topic where the issue was resolved.
Also, check your DNS and IPv6 settings. Ensure your outbound rules of the firewall don't have any issues reaching the servers of Apple and Google.

Hey issue regarding push messages was resolved already when I did system reboot. But this issue with the calls is persistent. How can I check DNS and IPv6 settings in 3cx hosted system?

 

[OlegR_3CX]

You will need to do an analysis on the networking level and do the troubleshooting of the .pcap.

 

[TheodorosG_3CX]

Does this occur to all your 3CX Hosted instances?

 

[3CTEL]

Does this occur to all your 3CX Hosted instances?

no to this specific one only and it's not a new installation either, just randomly started happening with few calls and now it is happening with almost all inbound calls.

 

[TheodorosG_3CX]

We will need to check this further, please create a support ticket to proceed from there.