Solved No audio on extension outside our network

[jakorsme]

• 3CX Version: Happens on 16 and then we upgraded to 18 yesterday and still happening
• Server OS: Debian 9 for 3CX 16 and now Debian 10 after upgrade
• Is the 3CX Server Hosted and where? On premise
• IP Phone Make/Model/Firmware version, 3cx webclient and 3cx phone app over cellular data (not same network as webclient) same behavior
• Provisioning Method: STUN
• Trunk Provider or VoIP Gateway Make/Model, Flowroute
• Has the Firewall Checker passed: Yes and I just rechecked
• Are custom Phone Templates being used: No

This is our first use of an extension outside our lan.
It works except for audio.
I was hopeful upgrading to v18 would fix the problem, but nope.
Audio actually started working for a couple days last week with no changes to our systems.

 

[Evolute IT]

• 3CX Version: Happens on 16 and then we upgraded to 18 yesterday and still happening
• Server OS: Debian 9 for 3CX 16 and now Debian 10 after upgrade
• Is the 3CX Server Hosted and where? On premise
• IP Phone Make/Model/Firmware version, 3cx webclient and 3cx phone app over cellular data (not same network as webclient) same behavior
• Provisioning Method: STUN
• Trunk Provider or VoIP Gateway Make/Model, Flowroute
• Has the Firewall Checker passed: Yes and I just rechecked
• Are custom Phone Templates being used: No

This is our first use of an extension outside our lan.
It works except for audio.
I was hopeful upgrading to v18 would fix the problem, but nope.
Audio actually started working for a couple days last week with no changes to our systems.

Try enabling "PBX Delivers Audio" in the extension > Options > Troubleshooting.

 

[Saqqara]

FYI - 3cx apps use the 3cx tunnel port 5090 to communicate to the 3cx server - this is not stun provisioning

Are you portforwarding tcp/udp 5090 to the 3cx server

What happens if you do the echo test *777

As you have upgraded to v18, does the new windows desktop app have the same issue https://www.3cx.com/blog/releases/windows-desktop-app/

 

[jakorsme]

FYI - 3cx apps use the 3cx tunnel port 5090 to communicate to the 3cx server - this is not stun provisioning

Are you portforwarding tcp/udp 5090 to the 3cx server

What happens if you do the echo test *777

As you have upgraded to v18, does the new windows desktop app have the same issue https://www.3cx.com/blog/releases/windows-desktop-app/

Yes - 5090 is NATed to the server. And as I mentioned the firewall test passes. Also the remote client connects and makes calls, there's just no audio.
Echo test on *777 behaves exactly the same
Haven't tried the windows desktop app - but same on webapp and phone app.

 

[jakorsme]

Try enabling "PBX Delivers Audio" in the extension > Options > Troubleshooting.

I have made the change and emailed the remote contractor to test again tomorrow.

 

[leejor]

As mentioned, Apps should be using the tunnel, so, if a call rings through, the audio should work. I'm wondering if it is a Codec issue? A look at the 3CX Activity Log would confirm.

 

[Saqqara]

Under options for the extension , is 3cx tunnel connections allowed

Can you see a registered extension under phones,

 

[jakorsme]

Under options for the extension , is 3cx tunnel connections allowed

Can you see a registered extension under phones,

Well there is no allow option for that I can see, but under Restrictions no restrictions are checked.

 

[jakorsme]

As mentioned, Apps should be using the tunnel, so, if a call rings through, the audio should work. I'm wondering if it is a Codec issue? A look at the 3CX Activity Log would confirm.

I didn't see anything in the activity log when we were doing tests that aligned with the calls. It is mostly bot chatter trying to register. No activity from the contractor's IP. And as I was saying; the connection and making calls works for our contractor. Just no audio.

 

[ChrisC_3CX]

To help us get a better understanding of the situation and hopefully narrow it down a bit, could you please provide the following info?

• Since calls within the same LAN work, make a call between an extension within the lan and an extension outside. Do both parties have no audio or just one?

• Was this instance deployed using the 3CX ISO?

• Is it a VM or a physical machine? If VM, what Hypervisor are you using?

• Is the Debian machine running anything else other than 3CX or has additional 3rd party packages installed?

• Is there any chance the firewall configuration is allowing the firewall checker to pass but actually blocks similar traffic from other locations? Can you ensure that the 3CX required ports are accessible from any location/network?

 

[Clément Rousseau]

Hi,
in addition to all questions asked to you from others members, I will add one : is there any chance that there is a problem with the audio system configuration used by the device you had for tests ?

 

[Alphabetic]

Have you tried from another Wifi network that isnt on your LAN to determine if the problem is with the carrier rather than your 3CX?

 

[jakorsme]

Have you tried from another Wifi network that isnt on your LAN to determine if the problem is with the carrier rather than your 3CX?

As I mentioned, the remote user tested on his wifi network with the webapp, as well as with the iphone app using cellular with wifi turned off. Same behavior.

 

[jakorsme]

Hi,
in addition to all questions asked to you from others members, I will add one : is there any chance that there is a problem with the audio system configuration used by the device you had for tests ?

No - that's been eliminated. Every other audio related activity on his machine works - plus refer to answer on question below.

 

[jakorsme]

To help us get a better understanding of the situation and hopefully narrow it down a bit, could you please provide the following info?

• Since calls within the same LAN work, make a call between an extension within the lan and an extension outside. Do both parties have no audio or just one?

• Was this instance deployed using the 3CX ISO?

• Is it a VM or a physical machine? If VM, what Hypervisor are you using?

• Is the Debian machine running anything else other than 3CX or has additional 3rd party packages installed?

• Is there any chance the firewall configuration is allowing the firewall checker to pass but actually blocks similar traffic from other locations? Can you ensure that the 3CX required ports are accessible from any location/network?

- Same behavior. No audio on both sides and it doesn't matter who initiates the call.

- Yes

- VM - ESXI VMware

- No - dedicated to 3CX only.

- As I said, connections and calls work, just no audio.

 

[jakorsme]

Try enabling "PBX Delivers Audio" in the extension > Options > Troubleshooting.

Just did a test with this enabled and no difference - still no audio.

 

[ChrisC_3CX]

I'll PM you for more information on this matter.

 

[jakorsme]

I'll PM you for more information on this matter.

I setup the extension provided the info in PM. Thanks.

 

[ChrisC_3CX]

As per our PM conversation the issue has been resolved after configuring the firewall with the full UDP port range used for media traffic 9000-10999 as opposed to only the range tested by the firewall checker.

As this has now been sorted I'll be marking the thread as resolved.