SBC outage because of 'Bridge failure on while processing TCP: Connection timeout' error

[Leo_B]

Hello everyone,

Today our customer reported phone system 'outage' that lasted 20 minutes approximately. Afterwards, system has returned to normal functioning status. Considering the provisioning method implemented is SBC, I checked 3cxsbc.log file and found a bunch records reporting 'Bridge failure on while processing TCP: Connection timeout' between today's 10:19 AM - 10:38 AM (see the text file attached). Could someone give me a hint what may cause such an error followed by 20 minutes of service unavailability?

Appreciate any response!



3CX Version: 3CX Enterprise 8 SC 18.0 Update 7 (Built 312)
Server OS: Debian 10 4.19.282-1
Is the 3CX Server Hosted: no (Vultr-powered VM)
IP Phone Make/Model/Firmware: Fanvil/FW v2.4.12
Provisioning Method: SBC
Trunk Provider: Vitelity
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: NO

 

[Alejandro_3CX]

Hi, this looks more a network issue, you will have to monitor the connection on the tunnel port 5090 TCP and see if there are any retransmissions, etc, this will indicate the packets are being lost between the networks. I would start monitoring and debugging from there running some T-sharks on the sbc and the pbx server.

Also check if the internet connection is stable or not, you may leave a ping running the whole day lets say ping -t google.com > C:\OutputPing.txt and see if there was a disconnection or not.

 

[Leo_B]

Hi, this looks more a network issue, you will have to monitor the connection on the tunnel port 5090 TCP and see if there are any retransmissions, etc, this will indicate the packets are being lost between the networks.

Appreciate your advise, will do. Btw I contacted the office guys and was told they experienced to internet outage during the mentioned 20 minutes.