Random call 'drops'

[DaveA66]

Hiya
So we have a customer reporting random calls dropping.
Having had a look at a wireshark for an affected call, it seesm the call is not dropping, but the incoming voice stream stops, it just flatlines after about 3 minutes in this case - the call is technically still connected until the user hangs up.

Other calls have 'dropped' at different timings, some a quick as 50 seconds

I am thinking firewall, but cannot find a setting that I think would affect this.

Anyone else had a similar issue?

Cheers

 

[cobaltit]

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

 

[DaveA66]

• Product	Professional Annual
  Version Number	16.0.504

  
  
• 
  
  
  
• Server OS, Windows 10
• Is the 3CX Server Hosted and where? Local machine
• IP Phone Make/Model/Firmware T46S 66.84.0.95
• Provisioning Method: Local / VPN / STUN / SBC Local
• Trunk Provider or Gateway Make/Model Voiceflex
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[JohnS_3CX]

Hi Dave,

If we are talking about external calls, then you will need to run captures and see if the provider stops sending audio. This may be due to a firewall yes, but you will have to also capture on the firewall to see if the packets arrive and are just not being forwarded to the PBX.

 

[as2563]

Just wanted to say that we have been having some similar issues, and I'm interested in this thread.

 

[cobaltit]

If nothing else changed because the upgrade to Update 5. I'd go back to Update 4. There seems to be issues with Windows and Update 5.

 

[DaveA66]

Problem is they were having the issue on update 4 also

 

[JohnS_3CX]

Hi Dave,

You haven't said whether we are talking about the incoming voice from the provider (which is what I suspect you refer to) but you will need to troubleshoot this at the firewall too and ensure that the traffic stops hitting the IP altogether. Capturing on the firewall WAN interface should clarify this.

If so, then it's time to contact the provider and see why they stop sending audio.

Otherwise, if the traffic is dropped by the firewall then you will have to investigate that lead.