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Phones going unregistered

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spreaderman

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I have 2 fanvil x5u and several 8 windows and iphone/android softphones. My 3cx is self hosted in Tokyo, version 16.0.8.9. The phones constantly go grey (unregistered).

Disallow use of extension outside the LAN (Remote extensions using Direct SIP or STUN will be blocked) for extensions is unchecked.

Any trouble shooting steps anyone can provide please?

Richard
 
More information would be helpful:

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Is this a fresh install and this has happened since day one? Has it been working and just recently stopped? Given the variety of devices (and assuming the iOS/Android devices are on cellular data and not the same connection as the Fanvil/Windows clients it would seem that the internet connection where the 3CX is hosted (or the server itself) is the culprit.
 
This is a new install of about 1 month ago. It has always had this problem. I used to have it hosted in Singapore by 3cx but I had the same problem. I use Vultr in Tokyo for the self hosting. I have some remote workers in japan, too, and same issue.
 
If it were Vultr, I would expect all cell phones to become unregistered or at least a majority and about the same time. The desk phones seem more stable than the desktop clients and cell softphones. Some phones stay well connected and some phones become unregistered.
 
How was the install done? Have you tried running any sort of connection test like a ping tool or something to see if the network connection between you and the 3CX instance is the problem?
 
How was the install done? Have you tried running any sort of connection test like a ping tool or something to see if the network connection between you and the 3CX instance is the problem?
>>>>>>
The install was done from 3CX's ISO for Debian.
Network connection seems fine.
Ping doesn't seem to be a problem. Also, whenever goes get unregistered, I am able to log in to the admin panel no problem.
Reply from 167.179.92.85: bytes=32 time=145ms TTL=48
Reply from 167.179.92.85: bytes=32 time=183ms TTL=48
Reply from 167.179.92.85: bytes=32 time=144ms TTL=48
Reply from 167.179.92.85: bytes=32 time=144ms TTL=48
The desk phones seem to perform better than soft phones though.
 
Am running the OS supplied in the ISO from 3cx which is Debian. No VM nor Hyper-v.
 
@ChrisC_3CX

The OP is hosting at Vultr which uses KVM. We use Vultr for some instances ourselves and have had no issues.

@spreaderman
What DNS servers are configured on that network. And you didn't mention what resolves the issue. Do you reboot the Fanvil phones and they register?
 
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May I offer a suggestion here; since we have not tested the specific hosting provider you mention, you might want to consider, as a test, temporarily moving the 3CX PBX to one of our supported hosted providers or to our own 3CX hosted environment. You could for instance, take a backup of the current 3CX PBX, and during a time where downtime is tolerable, shutdown the current machine and then access our portal to deploy a new machine on one of our supported hosting providers. Test it for a few days and see if the issue persists.
 
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@ChrisC_3CX

The OP stated that originally this was 3CX hosted and they were experiencing the issue. They then moved the instance to Vultr, presumably to be geographically closer. This is why I think it's a local network issue.
 
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@spreaderman
If the same exact issue occurred with more or less the same frequency even when having the 3CX PBX hosted by 3CX, then you should definitely focus investigation on the remote sites.

Regarding the IP Phones, even though you say they are the most stable, I recommend making sure that all requirements for STUN configuration have been satisfied.

Regarding the 3CX Windows Apps, make sure that the sites at which they reside allow all Outbound traffic to the PBX's tunnel port (default: tcp and udp 5090) and to the PBX's HTTPS port (default: tcp 5001).

For the 3CX mobile Apps, I have to say that this is strange as the PUSH registration lasts for several days, meaning that even if there was a hiccup in the connection, an extension configured on a 3CX mobile App would not appear as unregistered straight away, unless that extension's got deleted from the 3CX mobile App.

In any case, if you suspect the remote sites being the issue, you could simply test at least one 3CX Client on a different connection (can be a mobile data connection if a 3CX mobile app) for a few days and see if that makes any difference before investigation further.
 
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@ChrisC_3CX Many thanks for the additional troubleshooting steps. I will go over them over the weekend.

Meanwhile, I had 2 phones unregister themselves yesterday. One user uses only a softphone on his cell. He was connected to our wifi in the office all day. When he left the office at the end of the day, he went unregistered. Upon his return to the office today, he is registered again.

The other use also only uses a softphone at her house (work from home). When she left he house, the phone did the same thing as user one.
 
By the way, when you say unregistered, what do you mean exactly and how do you determine that an extension got unregistered. Do you see it happening in the Management Console, for example in the Phones or Extensions section?

Also, do make sure that, for the extensions used on the mobile clients, the following options apply:

1. Extensions >> Edit >> Phone Provisioning >> 3CX App : "Enable PUSH for smartphones" is enabled.
2. Extensions >> Edit >> Forwarding Rules: Every profile status has the "Accept Push Notifications" enabled.
 
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