Password reset email failure

[ASofNWAugusta]

Yesterday I updated from the free edition to the pro edition. Before the update the password reset emails were going through successfully, but after the update the emails are not being received by users.

Is there anything that needs to be changed on the pro version?

Thank you.

 

[JosephB_3CX]

The upgrade from free edition to pro edition doesn't have anything to do with this issue.

Provided you're using the 3CX SMTP one of the first things you must make sure of is that the IP your Phone System is using to access the internet matches the IP your FQDN resolves to.

 

[ASofNWAugusta]

The upgrade from free edition to pro edition doesn't have anything to do with this issue.

Provided you're using the 3CX SMTP one of the first things you must make sure of is that the IP your Phone System is using to access the internet matches the IP your FQDN resolves to.

I would agree that the upgrade to the pro edition should not have anything to do with the 3CX SMTP no longer having the ability to send emails, but I reset my password when I logged into the free edition and received an email and now after the upgrade the emails do not send. So, it is strange to me.

I have split DNS setup and from my internal network the DNS of my FQDN resolves directly to the internal IP of the 3CX server. From outside my network the FQDN resolves to the public WAN IP of my network. Does that satisfy the requirement that the IP my phone system is using matches the IP my FQDN resolves to?

I did not change any firewall or port forwarding rules between using the free edition and the pro edition, and I have ran the firewall checker and everything comes back as green and good.

Any tests, tips, or advice that I can try would be appreciated.

 

[JosephB_3CX]

You could verify easily by using a public IP discovery service such as icanhazip.com

You could just use the URL in a web browser running on your PBX Host
icanhazip.com
OR, if are running on Linux , you can run this command:

wget -qO- --inet4-only icanhazip.com

Then compare the results with the IP you see when you resolve your FQDN from outside your network, for this you can use a public Web-based DNS Lookup Tool such as https://toolbox.googleapps.com/apps/dig/

 

[ASofNWAugusta]

You could verify easily by using a public IP discovery service such as icanhazip.com

You could just use the URL in a web browser running on your PBX Host
icanhazip.com
OR, if are running on Linux , you can run this command:

wget -qO- --inet4-only icanhazip.com

Then compare the results with the IP you see when you resolve your FQDN from outside your network, for this you can use a public Web-based DNS Lookup Tool such as https://toolbox.googleapps.com/apps/dig/

Thanks. I ran those tests, and they do confirm that the IP information for my 3CX server matches what my FQDN resolves to. Now that the IP information is confirmed, what are the next suggested steps to discover the cause of the e-mail issue?

 

[ASofNWAugusta]

Here is the actual error from my locally installed 3CX instance:

Error: POST to https://mailproxy.3cx.com/SendEmail returns 400 {"Message":"Facility ID is invalid","Success":false}

I am getting a 400 server error from the 3CX side. Nothing on my end changed after I updated from free to pro, but some sort of error is being caused on the 3CX side.

Can we please do some actual troubleshooting and fix this problem, which is being cause by a service you are charging customers for?