Recordings Not Showing for "Today" & Reports Fail to Generate and Donwloads Calls

[Pbx_9999]

Hello community,

We are facing a persistent and critical issue with our 3CX instance and we are running out of options.

Every morning, we find that the Recordings page shows no entries for the current day (Range: Today), and we are also unable to generate or download any Reports. This happens despite calls being made, received, and correctly configured for recording.


As a possibly related issue, I am also unable to generate and download anything from the Reports section. The process seems to fail without generating a file.

Could anyone provide guidance on what might be causing this? Things I've already checked:

• Confirmed that calls were made and that recording is enabled for the extensions/trunks.
• Checked server disk space, and there is plenty of free space.

Here is the critical detail: If we run the database optimization, the problem is solved for the rest of that day. Recordings and reports start working perfectly. However, the very next morning, the issue returns, and we are back to an empty recordings list and failing reports.

This is a daily recurring problem, and we are stuck in a loop of optimizing the database every single day to maintain functionality.

Summary of steps we have already taken without a permanent solution:

• Daily Database Optimization: This is our only temporary fix.
• Restarting Services: We have restarted all 3CX services multiple times. This does not solve the issue.
• Partner Support: We have engaged our 3CX partner for support. The solutions they provided worked, but the problem reappeared the following day.
• Cloud Permissions: We have thoroughly verified all folder and file permissions on our GCP instance.
• Server Resources: The server has sufficient disk space, CPU, and RAM.

We are paying for an annual license and it's incredibly frustrating that our only official support channel (our partner) hasn't been able to provide a permanent fix, and there seems to be no way to open a direct ticket with 3CX for a recurring issue of this magnitude without paying for per-incident support. We feel completely stuck.

Has anyone in the community ever experienced such a daily recurring failure? Does anyone have an idea of what could be causing this or what else we can check?

System Information:

• 3CX Version: 20.0 Update 6 (Build 724 Release)
• Server OS: Linux (Debian)
• Hosted: Self-hosted on Google Cloud Platform (GCP)

Any insight or guidance would be deeply appreciated. We are at our wit's end.

Thank you.

 

[KyriacosS_3CX]

Hello,

I see that there was a ticket for this case a couple of weeks ago, opened by your partner. This then expired as we had requested something from them that they did not provide. You can open a new ticket or get in touch with your partner.

I have added this post as a note to the ticket.

 

[Pbx_9999]

They are requesting money to reply to us. Can I open a ticket without buy a ticket ? O this is a requirement today

 

[KyriacosS_3CX]

Contact Customer Services that should be able to provide guidance via https://www.3cx.com/contact/

You would normally need to purchase a ticket - I will also see where this case stands with the support team on the old one.

 

[KyriacosS_3CX]

Hello,

You will either need to resolve it through your partner on the existing ticket, under whatever agreement you have, or purchase a new ticket.

Best,
KS.