SIP Server Service Not Working But Still Running

[ntnetzeband]

We have had this issue a few times now where the SIP Server service on our 3CX server seems to stop working but don't show as down in the server and our alerting tools don't see it as down either. This causes incoming calls from SIP Trunk providers to come through because they don't see us as down but the calls don't get routed anywhere. Restarting the SIP Server service fixes the issues but it causes many missed calls because we aren't alerted until someone figures out they aren't receiving calls.

Has anyone encountered this before and if so, what is done to prevent it?

 

[Saqqara]

What version of 3CX ?

Are you running antivirus on the server, have you excluded the following folders -

C:\Program Files\3CX PhoneSystem\*
C:\ProgramData\3CX\*

 

[ntnetzeband]

We are running the latest version of 3CX (I just updated this past weekend).

We don't have any antivirus on the server but what would excluding those servers do if we did?

 

[YiannisH_3CX]

Hello @ntnetzeband

My question is the Sip Server service down and it is just not displayed in the management console? Do you see it as not running in Windows when this happens? Also this service controls all SIP signalling so if the service is down do internals calls from extension to extension work or is the issue only with the trunks?

 

[ntnetzeband]

It shows running in Windows as well and restarting the service just gets stuck in a pending state so I have to kill the PID in order to restart the service.

We have failover set up on all phones where they register to 2 active 3CX servers so when they try to connect to the main server and SIP service isn't working, it gets routed through the secondary server. So outbound calls and internal calls work fine. it is just incoming calls from our SIP trunk provider that don't work for some reason.

 

[YiannisH_3CX]

They register to 2 active 3CX servers? Are the servers using the same licence and FQDN?
When the issue happens and before you restart the service do the phone register to the other server automatically or are they connected to the same server?
When this happens again i would recommend running a capture on the server and see if the call is actually reaching the PBX. Is your provider Authentication based or IP based?