Issue with SIP Connections on 3CX V20 On-Premise Installation

[JustBoyke]

Dear 3CX Forum members or 3CX Staff,

We are experiencing persistent issues with our SIP connections since upgrading to version 20 of 3CX on our on-premise installation. Despite having approximately 6 SIP connections configured, we are encountering random drops in registration. To restore connectivity, we have to manually refresh registration via the "Voice and Chat" tab in the 3CX interface.

After thorough investigation, we have ruled out any issues with our SIP provider. Both parties have confirmed that there are no connectivity issues or faults on their end. In an attempt to isolate the root cause of this problem, we have migrated our 3CX installation from Hetzner Cloud to Google Cloud and subsequently to Amazon AWS. However, these efforts have been futile, as the issue persists across different cloud environments.

It is worth noting that we utilize a non-preferred provider and employ the SIP Connect 1.1 template. Despite this configuration, we never encountered such problems prior to the upgrade to version 20.

We are reaching out to the 3CX support community in the hopes of finding a resolution to this issue. Any assistance or guidance you can provide would be greatly appreciated.

Thank you for your attention to this matter.

Sincerely,
Boyke

 

[SteveITS]

Just a guess, what is (trunk)/Options/"Re-Register Timeout" set to? (that's the v18 name) Some providers need it lower.

 

[JustBoyke]

Just a guess, what is (trunk)/Options/"Re-Register Timeout" set to? (that's the v18 name) Some providers need it lower.

That the problem, in V18 we could see this and edit it, but since V20 this setting is nowhere to be found

 

[SteveITS]

I see. Generally the advice has been to export the trunk, make changes necessary, and reimport. It doesn't seem to be a field in the export though. I hope it doesn't default to something higher, that would be a problem for almost all our clients.

 

[TheodorosG_3CX]

How it was identified that this is not a network related issue?
Have you run captures to check the connectivity?
Also why the SIP Connect 1.1 template was used and not the Generic Voip Provider?

 

[JustBoyke]

How it was identified that this is not a network related issue?
Have you run captures to check the connectivity?
Also why the SIP Connect 1.1 template was used and not the Generic Voip Provider?

With the Generic VoIP Provider, we had the issue that the status for trunks showed a red cross.

We ran extensive network tests for the past few days, no network disconnections or hiccups were picked up.
We also have a Telynix number for partners in the USA, this number keeps working without any problems.

Furthermore, we think it's the issue that SteveITS said, in V18 we could change the re-register timeout, in V20 this option is nowhere to be found.

 

[TheodorosG_3CX]

Try to re-create the Sip Trunk and the option will be there.