Solved No audio on phones registered from public network

[Ben C]

Hi
I just noticed that phones (hardware and software, even 3cx for android) registred from public network, have no audio. They register, but when making/receiving calls there is no audio. It was working on Friday

v.15.5.10244.4 Standard

Any idea where to look?

Thank you
Ben

 

[eddv123]

Hi Ben,

If it is a remote system and the hardware phones are in direct STUN/SIP mode then try enabling "PBX Delivers audio" in the Extension settings under "Options".

It does not explain the Apps however, these use port 5090 (Tunnel) unless of course you have turned this feature off. I would also confirm if anything has changed within the routers/firewalls onsite.

 

[leejor]

Run the 3CX firewall checker to see if all ports used are still open. May be a router or firewall change/setting. Have you rebooted/restarted anything?

 

[Ben C]

Run the 3CX firewall checker to see if all ports used are still open. May be a router or firewall change/setting. Have you rebooted/restarted anything?

I want to do that, but the firewall check will stop all services (extensions will be down). People are using the phone system. I can do that close to 5pm.

Last friday (end of day) i was working on the 'push notification' feature following instruction on:
https://www.3cx.com/docs/ and I restarted all the services. Could this have to do with this issue?

 

[Ben C]

Hi Ben,

If it is a remote system and the hardware phones are in direct STUN/SIP mode then try enabling "PBX Delivers audio" in the Extension settings under "Options".

It does not explain the Apps however, these use port 5090 (Tunnel) unless of course you have turned this feature off. I would also confirm if anything has changed within the routers/firewalls onsite.

One of the hardware phones is a Polycom430, manual configuration. This phone was working last week.
The guy that manages routers/firewalls says there is no changes from friday to today...

 

[leejor]

If remote sets can place a call, or receive a call (but no audio), then port 5060 would appear to be able to pass through. If a remote set is using the 3CX Tunnel, then port 5090 can pass. A device using the tunnel should have audio as it routes through the Tunnel port and does not use a different set of ports.

https://www.3cx.com/ports-used-3cx-phone-system-v14-v15/

It sounds like (no pun intended), ports in the 9000 range are not getting through.

I assume it is no audio either direction?

You might try checking the 3CX Activity Log, right after one of these calls, for any error messages.

 

[Ben C]

If remote sets can place a call, or receive a call (but no audio), then port 5060 would appear to be able to pass through.

Polycom430 (manual config) makes and receives calls but no audio on both ends.

3cx for android needs 3cxtunnel enabled to have audio, otherwise there is audio

I made another change on Friday, I changed on the Settings-> network-> Select Network Card Interface-> Choose which IP is the Default Internet facing IP Address. (Default gateway) : from public IP to local IP. What is the effect of this setting?

 

[leejor]

I made another change on Friday, I changed on the Settings-> network-> Select Network Card Interface-> Choose which IP is the Default Internet facing IP Address. (Default gateway) : from public IP to local IP. What is the effect of this setting?

The effect may be that audio no longer works on remote sets without the Tunnel.
So the server/PC you are using has more that one Ethernet connection? You made a change because? Have you tried changing it back to the way it was previously?

 

[Ben C]

You made a change because?

I made the change because this:
I made the upgrade, last month, from v14 to v.15.5. We had our FQDN and standard license. During the config of the v15.5, I was not offer to use our FQDN, so I had to go with 3cx. Also we manage our DNS.
I noticed that the config file for 3cx app, doesn't include my local IP. So I have to go to each 3cx for windows and add local IP, which is lost every time the 3cx app is closed or PC reboots.
I changed that setting hopping it will include the local IP in the config file for 3cx clients. Obviously no success. To change it back I have to restart the services, right?

 

[leejor]

To change it back I have to restart the services, right?

Possibly, I haven't done that so I can't be certain. Others may have some suggestions. Obviously if there is no immediate fix to the problem, a restart can't hurt.

 

[YiannisH_3CX]

Hello @Ben C

From your description i am assuming that during the installation when you were asked your local IP you used the 3CX FQDN instead of the local IP correct?
If that is the case and your local IP is not visible in the config files then i would recommend re-installing the system and during the installation use the local IP address. That will resolve both your issues i believe.
So create a backup without including licence and FQDN information, un-install the system and re-install using your backup. When asked use your local IP address instead of the FQDN.
Send a new welcome email to all clients.

 

[Ben C]

Possibly, I haven't done that so I can't be certain. Others may have some suggestions. Obviously if there is no immediate fix to the problem, a restart can't hurt.

After restarting the services, audio is fixed.
So changing the interface from public IP to internal IP, caused the missing audio. And the change needs 'service restart' to take affect.

 

[Ben C]

Hello @Ben C

From your description i am assuming that during the installation when you were asked your local IP you used the 3CX FQDN instead of the local IP correct?
If that is the case and your local IP is not visible in the config files then i would recommend re-installing the system and during the installation use the local IP address. That will resolve both your issues i believe.
So create a backup without including licence and FQDN information, un-install the system and re-install using your backup. When asked use your local IP address instead of the FQDN.
Send a new welcome email to all clients.

Hi @YiannisH_3CX
During the installation, I was surprised that I wasn't offer to use my FQDN and the process went to a different path, which I wasn't expecting. I'm not sure if I was asked to specify the internal IP or not, but if I were, there was no reason for me not to enter (specify) it.

About re-installing. I should select "Restore an existing backup configuration" on the 'Select installation type' at the very beginning of the configuration, right?

Thank you

 

[YiannisH_3CX]

During the installation, I was surprised that I wasn't offer to use my FQDN and the process went to a different path, which I wasn't expecting. I'm not sure if I was asked to specify the internal IP or not, but if I were, there was no reason for me not to enter (specify) it.

If the local IP was specified it should be present in the welcome email and in the clients under the in office setting. From your description i am assuming that you installed the system using a local FQDN. Are you seeing the same FQDN to both Inoffice and out of office configuration?

About re-installing. I should select "Restore an existing backup configuration" on the 'Select installation type' at the very beginning of the configuration, right?

Yes that is correct but make sure that your backup does not contain licence and FQDN information.

After restarting the services, audio is fixed.
So changing the interface from public IP to internal IP, caused the missing audio. And the change needs 'service restart' to take affect.

Glad to see the audio issue has been resolved.

 

[Ben C]

Are you seeing the same FQDN to both Inoffice and out of office configuration?

No. The "In Office" field is empty. "Out of Office" field has the FQDN.
I had to create a new record on my DNS to match the FQDN. Is this the optimal configuration?

 

[YiannisH_3CX]

I believe that you set the system up as split DNS that is why you are only seeing the FQDN in the out of office.
If you would like to have a local IP also then i would recommend re-installing following the steps mentioned above. If you decide to do so then remove the local DNS entry for the FQDN.

 

[Ben C]

I believe that you set the system up as split DNS that is why you are only seeing the FQDN in the out of office.
If you would like to have a local IP also then i would recommend re-installing following the steps mentioned above. If you decide to do so then remove the local DNS entry for the FQDN.

Yes, I will plan a re-installation (when the time is right for all the users)

Thank you Yiannis_H and every body else for the help.

I would consider this case solved

 

[YiannisH_3CX]

Glad we could help