Solved No Audio after 5 seconds

[Simon22]

This set up worked without issue on version 14 for a few years
Set up exactly the same on version 15.5U6
Any external phones when making an outbound call there is no audio either way after 5 seconds
however the line remains open.
You can hear each other fine for the first 5 seconds then silence
The PBX and phones are set up correctly for port forwarding nothing has changed.

Have tried PBX delivers audio and restarted phones and routers but no change.

As I say this setup worked perfectly on version 14

Any Ideas

 

[Justin D]

Have you checked what ports you have open on the firewall (as the RTP ports have changed for the latest version) and run the firewall checker?

 

[Simon22]

Justin
Thank you fr your reply,
Yes I noticed that when reading the docs prior to installation
and changed the firewall before installing

 

[YiannisH_3CX]

Hello @Simon22

The first thing you need to do is to run the firewall checker and see if that passes all tests. If that is ok then provision a mobile 3CX client and set the device on 3G/4G so it registers to the PBX through the public interface. Make a call to that extension and see if you are experiencing the same issue.

Also you haven't mentioned your configuration. What phones are you using? Where is the PBX installed? Have you upgraded the firmware of the phones to the latest supported? Are the phones local or remote?

 

[Lee Cramman]

Any chance your router has changed at some point? If so make sure you disabled SIP Alg.

 

[Simon22]

I can confirm that SP ALG has not been changed, nothing on the router has been changed except for allowing the extra ports as instructed on the 3CX docs for 15.5

What I dont understand is that v14 worked perfectly for years and exactly the same setup on 15.5 doesnt work, I would like to know what has changed on 15.5 for this effect that in turn would help find a solution.

I am starting to get pressure from the customer on getting this working, which has now become my first priority

Some of the remote users will only use the physical phones (for some reason) so I am stuck

Any help or solutions would be appreciated

 

[complex1]

Do the firewall checker pass without errors?

 

[Justin D]

Can you post the setup of the equipment in question? (Router make/model/firmware, phone make/model/firmware etc etc).

This may help in narrowing down the problem?

 

[YiannisH_3CX]

I would recommend creating a ticket with our support department so they can look into the configuration and logs of the PBX to try and determine the cause of the issue.

 

[Simon22]

I was pointed in the direction of raising a support ticket,
However I have found this to be chargeable, Unfortunately as my Director has rightly pointed out we have made no changes and 3CX has been upgraded and now it doesnt do what it used to do in version 14.
I would ideally like to know the fundamental differences between v14 and 15.5 that would cause this problem.
In reality the equipment is not relevant as the same equipment worked perfectly for 2 years on version 14, 100% up time, I could not justify or argue for new equipment, quite rightly so.

Ideally I would like to run version 14 , also you had read access to the database which was great, and you could see when someone was connected and how many lines the trunks have.
All this has gone now.

I dont mind paying extra to run version 14, as I know I can rely on it.
How do I go about reverting to version 14?

Many Thanks

 

[Lee Cramman]

I was pointed in the direction of raising a support ticket,
However I have found this to be chargeable, Unfortunately as my Director has rightly pointed out we have made no changes and 3CX has been upgraded and now it doesnt do what it used to do in version 14.
I would ideally like to know the fundamental differences between v14 and 15.5 that would cause this problem.
In reality the equipment is not relevant as the same equipment worked perfectly for 2 years on version 14, 100% up time, I could not justify or argue for new equipment, quite rightly so.

Ideally I would like to run version 14 , also you had read access to the database which was great, and you could see when someone was connected and how many lines the trunks have.
All this has gone now.

I dont mind paying extra to run version 14, as I know I can rely on it.
How do I go about reverting to version 14?

Many Thanks

The firewall requirements changed between versions which was in the release notes, therefore the network equipment could be very much relevant if it has not been reconfigured accordingly.

The most basic thing to do would be run the firewall checker which was suggested further up the thread.

 

[Simon22]

The network details were changed to reflect the requirements as per documentation supplied by 3CX.
The equipment should not need changing as per 3CX own sales guidelines say it will work with 'any
router and any firewall'.

The fundamental question is that something significant has changed from v14 to 15 which has affected how remote sites talk to the PBX.

Moving on from this I have solved the issue by installing an SBC on each site when using v15.5
I dont need to do this for the PBXs still running v14.

Issue now resolved by installing SBC on all remote sites.

 

[Lee Cramman]

An SBC would have solved the problem I was alluding to (networking).

Three separate people advised you to run the firewall checker.

I wasn't suggesting that you needed new equipment, just that the configuration need changing because 15 requires more open RTP ports than 14 did... That's the major difference in requirements.

Glad you have it sorted now, an SBC was probably a better setup for you anyway.

 

[YiannisH_3CX]

Glad to see the issue has been resolved.