No calls and don't see registration

[TimurNikolaev]

Hello everyone.
We have a problems with SIP Trunks at 3CX v16.
First of all we had updated v14 backup to v16 and even at 15.5 middle milestone sip trunks doesn't worked.
What we have: SIP carrier see our connection and provide positive feedback, that registration is OK.
BUT:
1) 3CX ignore this info
2) 3CX can't even send info to carrier about outcoming call.

how to fix it? we already 2 weeks w/o PBX.

 

[Saqqara]

Please provide info on your setup as per https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[TimurNikolaev]

Please provide info on your setup as per https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

• 3CX Version, Professional Annual 16.0 Update 8 (Build 9)
• Server OS, Windows Server 2019
• Is the 3CX Server Hosted and where? Local server
• IP Phone Make/Model/Firmware Different devices
• Provisioning Method: Local / VPN / STUN / SBC Local
• Trunk Provider or Gateway Make/Model Tatais (Russia, republic of Tatarstan)
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

SIP Trunk was been created as Generic SIP Trunk. At v14 everything was worked fine.
Oh, we also tested another carrier and result was the same. Only registration green circle showed.
And at new empty system with free lic trunk doesn't work.

 

[YiannisH_3CX]

Hi @TimurNikolaev

Are the trunks set as Registration based in the PBX? If so and they show as registered in the management console (green dot) then the PBX sees the 200 OK from the provider and registers normally. If the trunks are IP based then the dot is always green regardless.

You say you cannot make outbound calls but can you receive inbound calls from the trunk? Go to your Dashboard --> Activity Log --> Settings and set the logging level to verbose. Then make an outbound call and check the logs. You should see if the call goes out of the PBX or not. You should also see if an outbound rule is matches correctly.

Since your provider is not a 3CX Supported provider we cannot tell you how to set it up because we have not tested it but since it was working in V14 it should work in V16 as well. Make sure you are using the correct SIP port and transport protocol.

 

[TimurNikolaev]

We already did this log and send them to our distributor support team for analaze.
Our carrier said that they don't see any request for outbound calls.
After system restart we receive inbound calls for a few minutes. But after - absolutely silent.

 

[YiannisH_3CX]

From what you are saying IT sounds like an issue with signaling. The best option is to let your distributor analyze the logs and perhaps run a wireshark capture to see the communication between the PBX and the provider. That should reveal the issue

 

[TimurNikolaev]

From what you are saying IT sounds like an issue with signaling. The best option is to let your distributor analyze the logs and perhaps run a wireshark capture to see the communication between the PBX and the provider. That should reveal the issue

During last 2 weeks we checked a lot of options and already did package capting. we see that carrier sends OK, but 3cx can't see it.
firewall test passed 100% OK

 

[YiannisH_3CX]

Where did you run the packet capture on? The PBX or the firewall? If you can see it on the firewall but not on the PBX then something is blocking the signaling.
Run a capture on the firewall and on the PBX at the same time and check if you are seeing the same thing. If the trunk is Green then the PBX is seeing the 200 OK.

 

[TimurNikolaev]

Packages was been captured on 3CX server via wireshark. if this msg was arrived to 3cx server => firewall not blocked them.

 

[YiannisH_3CX]

Packages was been captured on 3CX server via wireshark. if this msg was arrived to 3cx server => firewall not blocked them.

Exactly. So what makes you believe that the 3CX PBX is not seeing them or not processing them? The messages arrives at the PBX and the trunk appears as registered from what you mentioned. So your problem is that calls do not work. If the assumption is correct then we should be looking elsewhere.
Did you run a capture on the PBX and make calls, inbound and outbound? Do you see traffic coming from the provider to the PBX when the calls stop working? And do you see the calls leaving the PBX when trying an outbound call?