Random Call drops ( at least 2 or 3 times a day)

[bee]

• 3CX Version, e.g. Standard Annual 16.0.8.9
• Is the 3CX Server Hosted and where? Amazon Light Sail Australia
• IP Phone Make/Model/Firmware Yealink SIP T42S / 66.86.0.5
• Provisioning Method: Local / VPN / STUN / SBC / SBC hosted in Pi
• Trunk Provider or Gateway Make/Model // Novum Networks
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

Users complaining that phones are randomly cutting off both incoming and outgoing calls ( some calls cut off within few seconds and some after 5 or 10 minutes)

Checked the status on SIP Trunks - no registry failed
No issues with NBN as well - no packet loss

Checked the activity log when it happened:



I did play around with PBX delivers Audio and Supports REINVITE from the Extension as well, the issue seems to be interminenet

Could you please point me to the right direction or where shoild i look or if anyone has exprienced similar issue before?

Also, Is it okay to run packet capture running the whole day as the calls only drop randomly.

Thank you

 

[VasilisV_3CX]

Hi @bee,

I'd say you're on the right track already. I suggest verbosely logging the entire day - just watch your disk space usage to make sure you don't run low. Once you have a verbose log capture, feel free to PM me the log and we can take a closer look.

 

[bee]

Hi @bee,

I'd say you're on the right track already. I suggest verbosely logging the entire day - just watch your disk space usage to make sure you don't run low. Once you have a verbose log capture, feel free to PM me the log and we can take a closer look.

Thanks for the suggestion !! will PM once I get the log.

 

[VasilisV_3CX]

Great, looking forward to the PCAP file! Will update this post once we get to the bottom of it, explaining what was causing it so other people may benefit as well.

 

[VasilisV_3CX]

Hi @bee,

I've checked the log file you sent. You'd need to log this to 3CX Support via your Partner Portal >> Get Support, as they'll ask for SBC logs, Support Info and more.

If you have any issues logging a support ticket, please feel free to let me know and I'll assist you as best I can to log the ticket.