No audio

[leeshellard]

I have a 3CX local setup running through sophos xg firewall.

Calling our main number connects and shows in call log but no audio and call dropps after 20seconds. Out going calls seem to work ok.

3CX firewall check shows no errors.

 

[leeshellard]

Just to add on incoming call no audio in both directions and call drops

Outgoing call we cant hear the call but the external number can hear us

 

[leejor]

Have you looked at the 3CX Activity Logs (Verbose), to see which end is dropping the call, or for any error messages?

 

[leeshellard]

im seeing the following

04/09/2023 16:39:32 - Terminated from <sip:[email protected]>;tag=1818e812 to "........:Main Number"<sip:[email protected]:5060;nf=e>;tag=25690d74; reason: LocalBye

04/09/2023 16:39:32 - L:21.2[Ivr:807] Sending: OnSendReq Send Req BYE from 0.0.0.0:0 tid=dc7d61475a2fd652 Call-ID=xn56Ief2tHT7nCpbv1PS3A..:BYE sip:[email protected]:5483;rinstance=3b2bf4c7d26a289e SIP/2.0Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---dc7d61475a2fd652;rportMax-Forwards: 70Contact: <sip:[email protected]:5060>To: <sip:[email protected]>;tag=1818e812From: "07949414427:Main Number"<sip:[email protected]:5060;nf=e>;tag=25690d74Call-ID: xn56Ief2tHT7nCpbv1PS3A..CSeq: 2 BYEContent-Length: 0

 

[leejor]

Have you tried disabling, or bypassing the firewall, to see if that makes a difference? Has this ever worked, or did the issue just begin at some point?

 

[leeshellard]

I’ve tried bypassing the firewall as much as I can.
Yes it was working upto a few weeks ago and no firewall or infrastructure changes have been made.

 

[Alejandro_3CX]

Hi @leeshellard if you are using a supported sip trunk, running the firewall checker it pass successfully and you keep experiencing the same issue, I recommend you to kindly ask your 3CX Partner to open a technical support ticket with us to gather the logs and captures for analysis.