Recent Installation - Occasional One Way Audio

[Luke Murphy]

One of our recent 3CX installations has had some issues very recently with one way audio. Specifically an inbound caller not being able to hear our users on 3CX. Inter-extensions calls have no issue. There are two locations. The first where the server is physically located is not having this issue. Only the remote location is, and can be resolved by simply restarting the services in the 3CX server. The 3CX server is deployed on a local Intel NUC. The two sites are connected by an IPSEC VPN. SIP ALG is disabled in both routers on each side of the VPN. The firewall check at the other location runs without issue. Nothing noted in events regarding this. Working on getting an activity log during this time. (I adjusted the time parameter to the last know outage, but it would not generate any results for some reason.) Enabled PBX delivers audio, but the issue still occurred with this option enabled. Any help with this would be greatly appreciated.

VER 16.0.6.655

 

[leejor]

Have you tried rebooting anything else (VPN routers?) on your network, to see if that resolves the issue.

 

[Luke Murphy]

Next time it happens, I will re-power pieces of the network one by one to see if one maybe the issue.

 

[Luke Murphy]

I appreciate the quick response from before.

Status update. I repowered the Internet modem and router on each side of the VPN separately in an attempt to isolate which piece of hardware may be the issue. But none of the equipment resolved the issue. Restarting the '3CX PhoneSystem Media Server' specifically fixed the issue. I restarted many of the modules in the Services list 1 by 1 in hopes of isolating.

Also, I did make one false statement above. It turns out that inter-extension calls to the other location do experience the same audio issue. So it is not only external calls. Sorry for the misinformation.

 

[AWS2P]

So for now you're good?

 

[Luke Murphy]

Temporarily. But restarting the services has always been a quick fix. We have been needing to do that about 3 times a day to keep their audio up. Looking for the underlying issue. When it next happens, I plan to set the logs to verbose and get a better idea of what is going on. Then of course switch back.

 

[leejor]

It is sounding very similar to the issue many had when 3CX increased the audio ports a while back, and port forwarding failed to account for the new ports. after a while, the port number would keep increasing until it reached a port that was not forwarded. Restarting 3CX, reset the port count back to the lowest port, and it then started incrementing again. That was, however, dealing with externals calls.

 

[AWS2P]

is the firewall checker passes green?

 

[Luke Murphy]

Yes, I reran it this morning and all ports came back green. The Router/Firewall has 10000-11000 being forwarded to the PBX. (As well as 9000-9400, 5000, 5001, 5060, 5061, and 5090.)

 

[AWS2P]

Normally you should use an unique range for RTP ports from 9000-10999 so it seems in your running range you miss 9401 to 9999

 

[Luke Murphy]

That would make a lot of sense. I have updated the port ranges in the firewall. We really appreciate the help!

 

[AWS2P]

is it working properly now you change the range ?

 

[Luke Murphy]

Yes, but the issue was intermittent before. They were fine before the change to the range, since my restart of their services this morning. If the one way audio issue does pop back up, I will recreate the issue and grab a verbose log of it. But for the moment I am stuck waiting to see if their incoming audio drops at some point.

 

[AWS2P]

Perhaps let the log in verbose with 5 days remaining almost you could retrieve some infos