Reports stop generating after latest update - 16.0.6.641

[ionut]

Until to update 16.0.6.641 I didnt had this problem. After update, the schedule report and one time reports arent generating and not appear in management interface, appears only created reports before. The email works if I send SMTP test or missed call alert to e-mail. If I restart the services or restart the machine, the reports are working in working hours, but something happen over night, because next day morning the reports are not working. I have a backup schedule to replicate to backup machine at 11:00 PM, I tried to disable that task, but situation persist. I cant see any error in 3CX management console related to this situation. The OS is Debian 9.12 and I didnt updated it from CLI. For me its not clear how those updates works. I found here on forum an post from an 3CX tech that said 3CX management console handles the OS updates and isnt necessary to update the OS. Our reseller told me in past that we must update the OS via CLI. Which is the solution/workaround for this situation? We have active maintanance. If the updates must be made on OS level, what Debian commands are correct to update the right libraries for 3CX?

 

[JohnS_3CX]

Hi Ionut,

Set your logs to Verbose from the Activity Log > Settings.

Restart all services and make note of the time.

When the problem occurs again, download the system service log and search for any exception that may appear starting from the time you restarted.

 

[tewtewtwet]

Hi there,

Just want to say that this is also happening to us and our scheduled reports no longer seem to consistently run, however we are running on Windows so this seems to be more 3cx related rather than OS related.



As you can see a test report is just stuck in the initialized state and doesn't ever seem to change.

As you can see from the next screenshot our scheduled reports all ran on the 6th, but only a few ran on the 7th:



I will need to restart our server tonight to get these working again.

Call reports have been working without any issues since we implemented 3cx in March and have only had this issue since the latest update.

I have just gone on the dashboard to look at the exact version number and am seeing the following:



The server has no issues connecting out to the internet and there's nothing in the firewall logs to suggest it'a being blocked, is this potentially pointing at a further issue? Our PBX is working fine other than the reporting section and this product details area.

Thanks.

 

[JohnS_3CX]

@tewtewtwet set your logs to Verbose from Activity Log > Settings and restart your machine.

Grab your system service log when the PBX is up and running and send me the output in a private conversation. I would like to see if there are any errors.

The failure to connect to the activation servers is also something to be aware of, but might not necessarily be related. We may be looking at something else on your machine or firewall that is the cause of that.

 

[tewtewtwet]

Hi @JohnS_3CX,

Thanks for the quick reply. I'll make sure it's set to verbose when I perform the restart tonight and I'll send the output over in a private convo.

I completely understand it might not be related, just wanted to point out an issue I hadn't previously seen (and also why I couldn't grab the version number)

Thanks.

 

[ionut]

The problem was solved. After the latest update, something changed related to DNS settings to machine (the reason for license information error). Try to use public DNS, not own DNS. At night, 3CX verify license information, if not available, reports freez until service restart. If public dns are used to 3CX machine, license information are available and the reports are working. 3CX please fix this BUG and specify in documentation about this DNS setup.

 

[JohnS_3CX]

Hi @ionut

Can you provide us with some more details?
It may be possible that your DNS was not resolving the activation server.
In this case, the PBX will not be able to reach the activation servers and it may indicate a problem with your local DNS.

Please note that the applications (including the PBX) do not do the DNS resolution:

1. It asks the operating system to resolve it
2. the operating system asks your DNS
3. whatever the DNS replies back, the operating system will hand off to the application

If using a public DNS solved this, then wouldn't it indicate a problem with your local DNS?

 

[ionut]

Hi @ionut

Can you provide us with some more details?
It may be possible that your DNS was not resolving the activation server.
In this case, the PBX will not be able to reach the activation servers and it may indicate a problem with your local DNS.

Please note that the applications (including the PBX) do not do the DNS resolution:

1. It asks the operating system to resolve it
2. the operating system asks your DNS
3. whatever the DNS replies back, the operating system will hand off to the application

If using a public DNS solved this, then wouldn't it indicate a problem with your local DNS?

both DNS, ours and Google resolve activation.3cx.com [151.80.125.88]. We didnt changed nothing, only updated 3CX and backup 3CX machines.

 

[JohnS_3CX]

The problem was solved. After the latest update, something changed related to DNS settings to machine (the reason for license information error).

So how did you conclude that it was the DNS like you say here, especially if both the public and local DNS reply the same?

Sorry not trying to be obtuse here, just trying to understand what your findings were but its not very clear to me

 

[ionut]

Because from latest 2 updates, something hapen related to display license information in 3CX console. I had 2 DNS on both 3CX machines: our DNS and Google DNS. If I replace our DNS with Google DNS: 8.8.8.8 and 8.8.4.4 the 3CX machines are able to retrieve license details and reports not freez (if I ping activation.3cx.com our DNS is able to resolve it). This situation appear only after 3CX update because we didnt changed nothing related to DNS and we dont have any other problem with DNS. Both DNS are working properly, the question is, why 3CX works only with public DNS after update..

 

[JohnS_3CX]

Sometimes, things can go wrong with DNS or maybe something can get stuck.

Put your own DNS back like it was, and see if it happens again. In this case, we can advise you how to troubleshoot with packet capture and learn exactly what happens when the system makes a DNS request.

 

[netlinc]

Hi, I'm was this issue resolved? I'm having the same issue after upgrading to that version. I also have issues with welcome e-mails not going out and some some agents getting "No Active Accounts configured" after upgrading the 3cx app for windows. I try restarting the server a few times. I check that all services is running. No DNS changes was made.

 

[ionut]

Hi, I'm was this issue resolved? I'm having the same issue after upgrading to that version. I also have issues with welcome e-mails not going out and some some agents getting "No Active Accounts configured" after upgrading the 3cx app for windows. I try restarting the server a few times. I check that all services is running. No DNS changes was made.

I solved the problem toghether with our reseller. We solved it by removing our DNS and replaced it with Google DNS: 8.8.8.8 and 8.8.4.4 I will try JohnS_3CX suggestion in weekend, when the call center not work.

 

[netlinc]

Thanks. The issue is my DNS is set for P. dns: 1.1.1.1 and alt dns: 8.8.8.8