No inbound/outbound calls, fixed by PBX reboot - WHAT IS WRONG?

[Leo_B]

Hello,

Today our customer reported both inbound/outbound calls stopped working. Most of extensions appeared offline, 'Phones' section listed a bunch of out of office devices only. We fixed the issue immediately by 3CX VM reboot, yet still try to figure out what exactly happened and therefore look for the forum experts' hints and advises. Basically, shortly before 8 AM EST the staff reported problems with making calls, and CDR log shows a test call unanswered then redirected to IVR. Some outbound calls made from behind on-site SBC don't appear in log at all. The question is, what kind of logs we're supposed to check to move with investigation further?

3CX Version: 3CX Enterprise 8 SC 18.0 Update 7 (Built 312)
Server OS: Debian 10 4.19.282-1
Is the 3CX Server Hosted: no (Vultr-powered VM)
IP Phone Make/Model/Firmware: Yealink/T58A/58.56.0.39
Provisioning Method: SBC
Trunk Provider: Vitelity
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: NO

 

[YiannisH_3CX]

Sounds like a service stopped but since you restarted the logs are probably gone unless you keep them for multiple days.
If this happens again check the services first and make sure that everything is up. Another thing to check is to see if you run out of disk space or ram.
Then download a support info bundle before restarting everything. Check the logs for any errors and if you need assistance you can always reach out to our support department.

 

[Leo_B]

Appreciate your advise! Thank you.