Random Disconnections

[rmoss]

We have a strange situation going on and I'm hoping someone understands the logs enough to see what is happening. I've seen other people post about similar situations, and they are told to change to verbose logs but then the threads end with just speculation of what might be wrong and no one actually seeing the lengthier logs. Back to the problem, we are getting random and infrequent disconnections that USUALLY occur when we are leaving voice mail messages. It can happen at other times, but I THINK it is at least always on outbound calls. I am not 100% sure about that part, so let's keep it in mind but not allow that one clue to serve as the basis for any solutions.

- Other people on the phone at the same time have no issues, so it is not as though the Internet connection died.

- It does not seem to be any one particular person in the office, so I do not suspect any one person's bad computer or Internet connection.

- If we call that same person back, it works fine, so it is not as though certain carrier paths fail.

I set the event log to verbose and have multiple examples. A full log is attached to this post. I cannot paste in the full log since this forum limits my overall message to 10,000 characters, but the parts that SEEM relevant to me are:

L:4421.1[Extn:1325] Sending: OnSendReq Send Req BYE from 0.0.0.0:0 tid=30141b1ad4a7a23e Call-ID=b07cab65547e479886ce4978947ab922: BYE sip:[email protected]:5060;rinstance=1-c0a0301bafec43ae88b286419500d4e3 SIP/2.0 Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---30141b1ad4a7a23e;rport

and

L:4421.1[Extn:1325]: Terminating targets, reason: SIP ;cause=200 ;text="Call terminated on user request"


I'll be happy to paste in any other sections anyone wants to see. I'll start with attaching (mostly copy/pasted but changed the names to protect privacy) one call's full log to this post, so anyone whose knowledge exceeds mine (admittedly most of you) can see whatever I am not properly interpreting. Thanks to anyone who might be able to help or point us in the right direction.

 

[Evolute IT]

We have a strange situation going on and I'm hoping someone understands the logs enough to see what is happening. I've seen other people post about similar situations, and they are told to change to verbose logs but then the threads end with just speculation of what might be wrong and no one actually seeing the lengthier logs. Back to the problem, we are getting random and infrequent disconnections that USUALLY occur when we are leaving voice mail messages. It can happen at other times, but I THINK it is at least always on outbound calls. I am not 100% sure about that part, so let's keep it in mind but not allow that one clue to serve as the basis for any solutions.

- Other people on the phone at the same time have no issues, so it is not as though the Internet connection died.

- It does not seem to be any one particular person in the office, so I do not suspect any one person's bad computer or Internet connection.

- If we call that same person back, it works fine, so it is not as though certain carrier paths fail.

I set the event log to verbose and have multiple examples. A full log is attached to this post. I cannot paste in the full log since this forum limits my overall message to 10,000 characters, but the parts that SEEM relevant to me are:

L:4421.1[Extn:1325] Sending: OnSendReq Send Req BYE from 0.0.0.0:0 tid=30141b1ad4a7a23e Call-ID=b07cab65547e479886ce4978947ab922: BYE sip:[email protected]:5060;rinstance=1-c0a0301bafec43ae88b286419500d4e3 SIP/2.0 Via: SIP/2.0/ ;branch=z9hG4bK-524287-1---30141b1ad4a7a23e;rport

and

L:4421.1[Extn:1325]: Terminating targets, reason: SIP ;cause=200 ;text="Call terminated on user request"


I'll be happy to paste in any other sections anyone wants to see. I'll start with attaching (mostly copy/pasted but changed the names to protect privacy) one call's full log to this post, so anyone whose knowledge exceeds mine (admittedly most of you) can see whatever I am not properly interpreting. Thanks to anyone who might be able to help or point us in the right direction.

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

 

[rmoss]

Sorry, here is more info about our system:

• We are running 3CX version 16.0.3.676
• We host it on our own Debian server.
• We mostly use the 3CX Windows app soft phones with straight "out of the box" installations, but ONE TIME the issue occurred on a Yealink desk phone as well (old model T21P E2).
• Calls are routed through Bandwidth as our provider. We do have a backup provider and could try routing through them for a while as a test but would prefer not to if the log shows it is clearly not a provider issue).
• The problem is relatively new and we do not recall updating anything, although it is always possible that something auto updated. The firewall checker previously passed but I have not run it lately so I will re-run it after hours to make sure it still passes.

 

[JohnS_3CX]

Run a capture, and try to replicate the scenario as close as you can to the original conditions (very important).

If you can replicate this, look at the capture for DTMF events just before the call is ended.

If the PBX is ending the call (not the caller) then I suspect it is receiving DTMF input that instructs the IVR to end the call.

 

[jwood]

We have this same problem. 3CX support stated that they have a patch to apply that fixes the issue.

We are still waiting for 3CX support to reply to set up a time to apply the patch.