Outbound calls not working after some time

[Andriy]

Hello guys!
I have two 3cx installations on different servers. They use SIP trunks from same provider and same settings.
One works perfectly fine. The other one has this problem - after some time - 10 or 12 or 24 hours - outbound calls stop working. I can not make outbound calls using Deskphones or Webclient etc. Then I just Disable and Re-enable the sip trunks and the problem is solved for another 10-24 hours.

Now I know I use unsupported trunks, but there are no supported trunks in Japan. (there is one - that is very unstable and does not show Caller ID to the other side when making outbound call, so I have to stick to unsupported)

Does anyone have similar experience or know a solution to this? As a workaround Can i schedule SIP trunks to re-register every 12 hours?

P.S. not important side note, but i recently passed Advanced exam - but my avatar info is not updated. Is there anyway to update this?

THANK YOU

 

[Andriy]

BUMP, sorry

 

[YiannisH_3CX]

Hello @Andriy

When the issue happens is your trunk registered? What is the re-registration timeout of the trunk? When the issue occurs i would run a wireshark capture and see the communication between the PBX and the provider. It is also a good idea call your provider and ask them what they see at the time of the issue.

P.S. not important side note, but i recently passed Advanced exam - but my avatar info is not updated. Is there anyway to update this?

If you passed the Advanced exam more that 24 hours ago please try to sign out of the forums and sign back in.

 

[Andriy]

Hello @YiannisH_3CX

Thank you for your reply.
The trunk (actually both trunks) are Registered and marked green at all times. No error messages are received. r

re-registration timeout is default at 600. Should i try to change this?

I will try to contact the provider and ask what they see.

Thank you

 

[nub]

i would concentrate on the differences between the 2 locations, firewalls and isp.

also is this registration type ip based or authentication username/password?
if it is ip based are you getting a new ip address or connectivity issues?

before you re-register the trunk, what is in the activity log how is the trunking replying?
is it a connectivity error or a reply from the trunk with another error.

rerun the firewall test, but it seems by the time whatever it is happens it is resolved by the time you notice.

best of luck.

 

[Andriy]

Hello,

I have checked several times and i can confirm that 2 locations have same settings and firewall settings.
The registration of the Trunk is with username/password, but only one IP address can connect. All ip addresses are static

There is no reply from Trunk and activity log does not show anything. The trunk appear as if they are connected without any problems or errors.

Firewall test on both locations shows that everything is Ok.
I will try to learn more about Fireshark and check what information will it give

Thank you!

 

[nub]

When the trunk is not working, what is the error you get when making a call in the activity log?

this is an example of a rejected call due to a nonexistent trunk ip address or connectivity error:

03/27/2019 8:19:48 PM - Call to T:Line:10099>>5555555555@[Dev:sip:1111111111@redacted:5060] from L:10099.1[Extn:100] failed, cause: Cause: 503 No DNS results/INVITE from local

trunk error sent in an email:
Call or Registration to 5555555555@(Ln.10099@dctrunk 1111111111) has failed.
0.0.0.0 replied: 503 No DNS results; warning: No other DNS entries to try (0,0); internal

------------------------------------------------------

this is an example of a rejected call due to not being authenticated with the trunk:

03/27/2019 8:32:41 PM - [CM303003]: There are no available outbound lines on gateway latrunk at this time. First line: Lc:10098(@latrunk[<sip:2222222222@redacted:5060>])

trunk error sent in an email:
Call or Registration to latrunk has failed.
sip:2222222222@redacted:5060 replied: 404 Not found; from IP:redacted:5060

 

[YiannisH_3CX]

Your best bet would be to capture a non working call using wireshark and see what is the providers response (in any). That should give you a pretty good idea of that the issue is.
https://www.3cx.com/3cxacademy/videos/advanced/basic-troubleshooting/

Congratulations on the advanced certification!

 

[Andriy]

Thank you for you replies.
i will try to find what error do i get with wireshark. For now the problem seems to be gone.

 

[Andriy]

I have tried to install fireshark for the first time but it does not show anything at all. Should i install and run fireshark at a particular PC that uses 3cx client or Webclient?
Can i use fireshark to test IP deskphones like Fanvil and Yealink?

The problem I am having was not solved but has changed. Now I am able to make outbound calls, but they are dropped EXACTLTY after 20 seconds.

After restarting SIP-trunks the problem goes away.

Any thoughts about this?

Thank you!

 

[leejor]

Does the 3CX Firewall Checker pass all?

Now I am able to make outbound calls, but they are dropped EXACTLTY after 20 seconds.

If this happens again, check what does the Activity log shows for the call?

Could it be a router issue (difference), with the two locations, that is causing problems at one? Same ISP?

 

[NickD_3CX]

I have tried to install fireshark for the first time but it does not show anything at all. Should i install and run fireshark at a particular PC that uses 3cx client or Webclient?

There is a nice video example that you can find from here: https://www.3cx.com/3cxacademy/videos/advanced/basic-troubleshooting/

Towards the end of the video (check the link above the presentation) it has a small demo on how to capture traffic on your 3CX server and how to open it with Wireshark.
Don't upload a capture file to the forums as it may reveal information about your system, but feel free to share us a screenshot...

 

[Andriy]

Hello,
Thank you for advise. I will check the link provided.

as for the locations. - the location is same and using same ISP. Firewall, passes all the test without problem. both 3CX installations are in Amazon Lightsail - so not problems with firewall.

Router is the same and platform used for 3cx is same too.

I will check activity log next time this happens.

thank you