Scan QR Code Error: PBX Could Not Be Reached

[GenericAccount]

When we attempt to configure the mobile app by scanning the QR Code we receive an error message: PBX Could Not Be Reached. Connection Reset.

We've rerun the firewall test and all the correct ports are open. We made sure the mobile phones were running on mobile data and not WiFi. Still no luck.

Does anyone have any ideas?

 

[YiannisH_3CX]

Please check if the Https port configured in the PBX is correctly forwarded on the firewall and try provisioning the client again.

 

[GenericAccount]

Please check if the Https port configured in the PBX is correctly forwarded on the firewall and try provisioning the client again.

Where do I find where the https port is configured in the PBX? It looks like everything is forwarded correctly in the firewall.

 

[YiannisH_3CX]

Are you using a port to connect to the PBX like 5001? Or is it 443?

 

[GenericAccount]

Are you using a port to connect to the PBX like 5001? Or is it 443?

Yep, it looks like it's the default 5001.

 

[YiannisH_3CX]

Check if 5001 is open on the firewall then. Let us know if you are still facing issues. Where is the PBX located? Is it local or remote? Can you provision the client locally?

 

[GenericAccount]

Are you using a port to connect to the PBX like 5001? Or is it 443?

Our firewall currently has all ports forwarded from the PBX to firewall in the NAT.

 

[GenericAccount]

Check if 5001 is open on the firewall then. Let us know if you are still facing issues. Where is the PBX located? Is it local or remote? Can you provision the client locally?

The PBX is local inside the firewall. Yes we can provision a client locally.

 

[Saqqara]

if you can provision on the same network as the server, then as above you need to open port 5001 and point it to the server

Can you manage the 3CX via the management console externally https://fqdnaddress:5002

 

[GenericAccount]

if you can provision on the same network as the server, then as above you need to open port 5001 and point it to the server

Can you manage the 3CX via the management console externally https://fqdnaddress:5002

Negative. It's not letting us. But we also don't want it to be available externally.

 

[YiannisH_3CX]

Negative. It's not letting us. But we also don't want it to be available externally.

Port 5001 needs to be open alternatively remote provisioning will fail. The HTTPS port is needed for remote provisioning.

 

[GenericAccount]

Port 5001 needs to be open alternatively remote provisioning will fail. The HTTPS port is needed for remote provisioning.

We have confirmed that the port is open on the firewall. However the mobile app still will not connect. Anything we can check on the PBX itself?

 

[YiannisH_3CX]

We have confirmed that the port is open on the firewall. However the mobile app still will not connect. Anything we can check on the PBX itself?

The Qr code can only be found on the web client and there are no settings for it. What happens if you send a welcome email? Can the phone be provisioned that way and connect normally? Can you see presence?

 

[GenericAccount]

The Qr code can only be found on the web client and there are no settings for it. What happens if you send a welcome email? Can the phone be provisioned that way and connect normally? Can you see presence?

When I use the welcome email config file, it configures but says "Disconnected. Waiting for Network."

I can log into our web portal from that same mobile phone using a mobile network. So port 5001 is definitely open and the web portal is working from the outside.

 

[LeonidasG_3CX]

Most likely a DNS resolving issue from the mobile network you're connecting from. Can you try accessing your PBX's Management Console from the same mobile device, from the same mobile network where the provisioning/registration fails from?

See what happens.

 

[GenericAccount]

Most likely a DNS resolving issue from the mobile network you're connecting from. Can you try accessing your PBX's Management Console from the same mobile device, from the same mobile network where the provisioning/registration fails from?

See what happens.

Yep, I can access the PBX's Management Console from the same mobile device and network. No problem. But the mobile app refuses to communicate with the pbx.