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Phones keep logging off.

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Kiste

Bronze Partner
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Hi,
we use 3cx as an PBX Express on AWS.
Since this morning the phones have been ringing off and on again. These are Desk phones as well as Dect phones from a Snom Multicell installation.
All devices are connected via SBC to the 3cx installation.
How can I troubleshoot here?


Regards Tim
 
Was it working fine previously and you never got this behavior?

Is your internet link stable, enough bandwith?

did you change something in settings and specially on router/firewall settings on your location ?

is the firewall checker passes green on PBX side?
 
We have never had this behaviour before,
the internet connection is stable and runs at about 10% load.
500Mbit / 40Mbit Vodafone Cable Connection.
The Firewall Checker is green and no changes have been made either on site or on the PBX.
 
Hi,

I would start by monitoring my SBC uptime

1595342646834.png
 
I have checked the SBC without any issue:


Statistics
StatusUP
Uptime22h 12 m
Build Version16.1.152
Agents Behind SBC7
Calls Behind SBC0
TCP EncryptedYes
TCP Packets Received/Sent200302/195777
UDP StatusUP
UDP EncryptedYes
UDP Packets Received/Sent1401111/669163
UDP Ping15 ms
Operating SystemWindows
System CPU Usage1.85 %
System Memory Usage40.82 %
SBC Memory Usage0.21 %
Disk Usage37.24 %
Bandwidth Used From PBX (Rx)2.2 kB
Bandwidth Used To PBX (Tx)2.7 kB
RTP Packets Received/Lost from SBC9505 / 0 (0.00 %)
RTP Packets Received/Lost from PBX6062 / 0 (0.00 %)
 
Great, so if the SBC stays up in a stable manner, we can then look at the next leg of the journey: the connection between the phones and the SBC

Physical link: Look at the network connection that link the phones LAN with the SBC, and if you use PoE check to see if the power budget has been exceeded.

Logical Link: Sometimes it may also be a broadcast/data storm in case someone connected anything on the LAN recently that may be causing problems. It could also be a DHCP issue causing the phones to lose connectivity at some point.

Generally I think you get the idea, if the physical link is ok then start looking at the network conditions and fogure out if there is anything that would make the phones lose their connection
 
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