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Remote Extensions not working after v10 to v11 upgrade

Discussion in '3CX Phone System - General' started by Gaffey, Jul 11, 2012.

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  1. Gaffey

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    Just upgraded from version 10 to version 11. Now all of our remote extensions which had been working in version 10 are no longer working. The remote phones are registered with the system, can be dialed and do ring. As soon as the call session switches from SIP to RTP the call fails with no audio.

    All phones involved are Cisco SPA504G models. The phones and the system are configured exactly as specified here: http://www.3cx.com/blog/voip-howto/remote-extensions/ I confirmed that all settings on the phones and the system are still in place after the upgrade.

    Calls between local extensions work. Calls in/out through our SIP trunk provider work and can access local phones and the auto attendant. Calls from SIP trunk to remote extension fail with no audio.

    As I mentioned all remote extension had been working fine until a few hours ago when i upgraded from version 10 to version 11. I followed the prescribed upgrade process of backing up everything, uninstalling version 10, rebooting, installing version 11 and importing the settings from the version 10 backup.

    Below is the server activity log file for one test call. I dialed in through our SIP trunk provider, hit the auto attendant and dialed the remote extension. One of the items in the log that I think shows an error is the line reporting that no RTP packets were received. It has the extAddr and localAddr of our system being the same. I would expect the localAddr to be our internal IP of 10.61.50.25, not the public IP address of 216.31.246.233. I checked our setup and everything appears to be correct with our public IP and internal IP specified as they should be under networking and under Advanced Settings >> Custom Parameters.

    Any ideas?


    11-07-2012 08:57:03.744 [MS105000] C:1.2: No RTP packets were received:remoteAddr=209.216.2.203:64132,extAddr=216.31.246.233:9002,localAddr=216.31.246.233:9002
    11-07-2012 08:57:03.744 [MS105000] C:1.1: No RTP packets were received:remoteAddr=68.98.210.135:16398,extAddr=216.31.246.233:9000,localAddr=216.31.246.233:9000
    11-07-2012 08:57:02.837 Leg L:1.2[Line:10000>>16239359304] is terminated: Cause: 200 BYE from PBX
    11-07-2012 08:57:02.837 [CM503008]: Call(C:1): Call is terminated
    11-07-2012 08:57:02.834 Leg L:1.1[Extn] is terminated: Cause: 200 BYE from 68.98.210.135:5060
    11-07-2012 08:56:38.680 Currently active calls - 1: [1]
    11-07-2012 08:56:37.799 [CM503007]: Call(C:1): Line:10000>>16239359304 has joined, contact <sip:ithelp@gaffeycorp.com@216.31.246.233:5060>
    11-07-2012 08:56:37.797 [CM503007]: Call(C:1): Extn:752 has joined, contact <sip:752@68.98.210.135:5060>
    11-07-2012 08:56:34.196 [MS004000] C:1.1: (ACTIVE): Can't send RTP stream to 68.98.210.135:16398 destination unreachable
    11-07-2012 08:56:34.186 [MS004000] C:1.2: (ACTIVE): Can't send RTP stream to 209.216.2.203:64132 destination unreachable
    11-07-2012 08:56:34.179 [CM505003]: Provider:[DIDforSale] Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [] PBX contact: [sip:ithelp%40gaffeycorp.com@216.31.246.233:5060]
    11-07-2012 08:56:30.888 [CM503025]: Call(C:1): Calling T:Line:10000>>16239359304@[Dev:sip:ithelp%40gaffeycorp.com@216.31.246.233:5060]
    11-07-2012 08:56:30.792 [CM503027]: Call(C:1): From: Extn:752 ("Kevin Gilliatt" <sip:752@216.31.246.233:5060>) to T:Line:10000>>16239359304@[Dev:sip:ithelp%40gaffeycorp.com@216.31.246.233:5060]
    11-07-2012 08:56:30.792 [CM503004]: Call(C:1): Route 1: T:Line:10000>>16239359304@[Dev:sip:ithelp%40gaffeycorp.com@216.31.246.233:5060]
    11-07-2012 08:56:30.790 [CM503001]: Call(C:1): Incoming call from Extn:752 to <sip:916239359304@216.31.246.233:5060>
     
  2. eagle2

    eagle2 Well-Known Member

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    Run firewall checker, inspect your router, the problem doesn't seem related to V11, despite of any coincidences.
    Regards
     
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  3. danhriscanu

    danhriscanu New Member

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    Hi,

    When you restored your backup from v10 to v11, have you entered your Public IP into configuration? Check for Network-Public IP if it's not blank.
     
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  4. craigreilly

    craigreilly Well-Known Member

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    I am on v11 and have a few remote extensions working ok. I started on v11 however. Maybe a problem with STUN setting not proper in the 3cx manager.
     
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  5. Gaffey

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    We did find a solution for the problem. After the upgrade from v10 to v11 the MSEXTERNALADDRESS parameter was missing when viewed from the web based browser based management console. We closed the web based console and opened the windows management console on the 3CX server. The MSEXTERNALADDRESS parameter was then present, we did not enter it manually, it just was there when it had not been in the web console. We closed the windows management console and again open the web browser based console. The MSEXTERNALADDRESS parameter was now there and has been ever since.
     
  6. snowsam

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    I just upgraded from v10 to v11 today and am having the same issue of no audio on remote extensions that were working fine before in v10. Remote extension hardware is a grandstream 286 in my case.

    Similar to you, I am getting this in the logs and silence on the remote extension:
    04-08-2012 16:23:02.066 [MS004000] C:1.2: (ACTIVE): Can't send RTP stream to 76.127.5.34:61706 destination unreachable


    I don't see the parameter MSEXTERNALADDRESS, but I do have PBXPUBLICIP and that is set correctly (as it was before the upgrade).

    Hmmm...
     
  7. capitol1

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    If you 're running 3CX v11 on a 64-bit OS, then there is a bug with STUN that will be fixed in the next service pack. For now, you pretty much just have to disable STUN.
     
  8. snowsam

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    That would do it. Thanks much.
     
  9. dab

    dab

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    I've done a fresh install of v11 and transfered the needed settings from v10, because I'm not a fan of upgrade over upgrade over upgrade ...

    Since I'am on a 64-bit System I had to disable STUN also, but my problem where not remote extensions, it was a SIP Trunk.
    I think it's the same STUN problem as with remote extension.

    Is there an ETA for SP1?
     
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