Phone application is not ringing but the Ip Phone works perfectly

[Hercules Ntouank]

Hi guys,

For the past few days I'm facing a bizarre issue out of no where. Long story short. All the Inbound and Outbound phone calls via our IP Phones are working just fine but when it come to the phone application what is happening is that is not ringing but I can see on the history tab either the miss call or the call history. Using the phone application for an internal call it works just fine (outbound call has not been set on softphone) and that issue occurs on both Android and iOS devices

Troubleshooting so far
1) Server restart
2) 3cx services restart
3) Delete phone app and reinstall it
4) Reprovision user profile to phone app

Any other ides?

Best regards

 

[bitn2]

Was does your logs saying regarding push? Is the problem the same with LTE and WLAN?

 

[Hercules Ntouank]

So I've looked around the logs and what I found related to push it this

Failed to send FCM PUSH to device .....(ext.100). Internal exception occured: The SSL connection could not be established, see inner exception.

I'm not sure how I can find that "inner exception" is

bitn2 do you thing, that issue, is related with the issue I'm facing?

 

[bitn2]

Yes, thats your problem. Firewall check is green?

 

[ValeriaA_3CX]

Hi, Christos

To identify and narrow down the issue can you try 2 things:

- Send a Chat - do you have issues?
- Make a Call - do you have issues?

Also to clarify does it happen on 1 extension - 1 device or it happens to other devices?

Seems that you will need to go to Management Console > Activity Log > Logs and download 2 files
3cxManagementConsole.log
3cxSystemService.log

Search for exception and you should see " Internal exception occured: The SSL connection could not be established, see inner exception."
There is an inner exception underneath and will be very useful to paste that exception log.

Now going further some tips please:

1. Are you sure you are on the latest 3CX Phone System?
2. Is the host where 3CX Phone System running on the latest OS Updates?

 

[Hercules Ntouank]

Yes, thats your problem. Firewall check is green?

After spending some time I'm getting an error which says

Debug information: The request was aborted: Could not create SSL/TLS secure channel

 

[Hercules Ntouank]

Hi, Christos

To identify and narrow down the issue can you try 2 things:

- Send a Chat - do you have issues?
- Make a Call - do you have issues?

Also to clarify does it happen on 1 extension - 1 device or it happens to other devices?

Seems that you will need to go to Management Console > Activity Log > Logs and download 2 files
3cxManagementConsole.log
3cxSystemService.log

Search for exception and you should see " Internal exception occured: The SSL connection could not be established, see inner exception."
There is an inner exception underneath and will be very useful to paste that exception log.

Now going further some tips please:

1. Are you sure you are on the latest 3CX Phone System?
2. Is the host where 3CX Phone System running on the latest OS Updates?

Hi Valeria,

So let me answer your questions.
- We have only three people who are using the 3cx app on their phones, all of them have difference extension and all of them facing the same issue.
- I can send send and receive message
- I can make phone call via the 3cx app from both platforms both Android and iOS

- I found the logs but I couldn't find any log related to the that "Internal exception occured: The SSL connection could not be established, see inner exception

- There is an available update available but it's an Alpha type update so I haven't installed it yet
- I've double check for any available updates and there was nothing available

 

[Alejandro_3CX]

Hi @Hercules Ntouank I wonder if you are using a custom FQDN? could you please check in this site the domain with the HTTPS port used on the pbx to validate that the SSL certificates are ok in that installation.

Also please check that the parameter SSL/SecureSIP Transport and Ciphers is enabled within the security --- antihacking menu.

One last thing, go to settings --- network --- disable the field Automatically Bind to IPv6 Adapters.