Random audio drops during calls

[myst02]

• 3CX Version: 18.0.237
• Server OS: Debian 10 (installed from 3CX ISO)
• Is the 3CX Server Hosted and where? On-premise
• IP Phone Make/Model/Firmware version: 3CX Desktop App
• Provisioning Method: Cloud?
• Trunk Provider or VoIP Gateway Make/Model: Hostprofis
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Hello,

we are facing random audio drops during calls since a couple of days. The call continues as usual, but audio drops for both parties and doesn't return for the rest of the call.
This happens on both internal and external calls.

I have turned on the debug activity log and it shows a "hangup request" at the exact second when the audio drop happens (please see screenshot attached), the call recording stops at that moment as well.



I also tried running a wireshark capture, but after looking at it I see nothing unusual.

Is anybody able to help with this?

Thanks in advance!

 

[VasilisV_3CX]

Hi @myst02,

I noticed that this call has 4 legs, can you explain the route that the call takes to get to the 4th leg?

From the screenshot, it looks like the hangup request is sent from extension 11.

 

[myst02]

Hi @VasilisP_3CX,

sorry for my late reply.
I think that this specific call showed 4 legs because it went through multiple queues before being picked up by the user with the extension 11.

In the meanwhile, I have done some further testing and discovered that when the audio drops, it happens for all calls that are active at that time.

We are using OPNsense as our firewall and I tried putting the 3CX instance directly on a public IP, skipping the firewall. After I did that, the calls worked perfectly with no more drops, so it has to be some kind of issue with the firewall. However, the firewall checker completes without any issues.

I configured the OPNsense firewall according to the official guide (https://www.3cx.com/docs/pfsense-firewall/) a few months ago when I set up the 3CX instance and everything worked fine.
So I'm not sure why those issues started to appear randomly about a month ago since we haven't changed the firewall config at all.

Do you know what could be the issue?

Thanks

 

[VasilisV_3CX]

Hi @myst02,

As you've isolated the issue to the firewall, my suggestion would be to speak to your firewall vendor to assist further. Another option would be to contact a 3CX Partner to assist in troubleshooting further.