No Audio after Updates

[jessy.paconnect]

All of our phone systems updated the day before yesterday. We had about 9 clients call in and say they had no audio. We have seen this in the past and rebooted the phone system to correct the issue and all worked yesterday. Now this morning a few clients have already called us saying the same issue.

Is anyone else experiencing this? We are hosted with AWS Lightsail and have about 50 instances running up there. Not all seem to be effected but they have been running just fine until the update. Any idea what is causing it?

Thanks!

 

[Evolute IT]

Have you updated the phones firmware and reprovisioned everything with the newer templates?

 

[jessy.paconnect]

We do keep the latest updates on them normally, but I don't mean the users don't have audio in that way. I am referring to when people call in, the IVR kicks in and no audio is heard from the IVR. They can press the button to respond to the IVR and it will actually work but still no ringing or anything is heard. We have seen this in the past and reboot corrects it.

 

[ChrisC_3CX]

It sounds like you only have issues with outbound audio, is that to say that all internal calls between extensions is fine?

Also, is there anything particular about these instances? Are they for instance manual installs or did you use the 3CX Customer portal deployment wizard to deploy them?

I would recommend running the firewall checker to make sure nothing changed in regards to firewall rule configuration and that the PBX can still pass the test.

 

[jessy.paconnect]

I did not confirm internal call audio. However i can confirm that if you do reach someone there is no audio either direction.

These were deployed to Lightsail using the customer portal wizard all in the same way. There is no correlation to the amount of RAM or CPU either as some of the larger systems with more CPU and RAM have the same issues.

I do run the firewall checker and everything is green but that does not correct the issues. Rebooting services does not fix it either. Reboot the entire unit at AWS is the only thing that corrects it.

 

[ChrisC_3CX]

I'll PM you for more information on this.