SIP trunks keep going down

[Tony_91]

I have a 3cx on windows 10 version 16.0.8.9, its been installed and working for about 6 months now but the last two days the SIP trunks randomly quit working and I have to
restart services. They will come up after and work for 10 to 15 minutes and then quit working again. The firewall check is passing and the trunks always show a green status light.
Any help on what I need to do to fix the issue would be greatly appreciated!

 

[Naveen | Cal4care]

Hi Tony_91,

Are you using 3CX supported SIP Trunk?

Did you upgrade the 3CX version or service pack recently?

Any changes on the firewall?

 

[YiannisH_3CX]

HI @Tony_91

So if the trunks are always green are we talking about IP based trunks or registration based? And what doesn't work when the trunks go down? Can you perform inbound or outbound calls or non of the 2 works?

 

[Tony_91]

Naveen- I have not upgraded the 3cx or service packet recently... That I know of and no changes to the firewall, the only thing that has happened recently is the main server went down and had to use the failover at another location. But since the main server has come back up the calls will ring and go to VM but not ring on 3cx phones.

Yiannish- These are registration based trunks and both seem to be messing up.

 

[YiannisH_3CX]

the only thing that has happened recently is the main server went down and had to use the failover at another location. But since the main server has come back up the calls will ring and go to VM but not ring on 3cx phones.

Make sure that the failover server is off and it is not interfering with registrations or it is not taking over the DNS resolution of your FQDN since these 2 things can cause the behavior you are describing.

Yiannish- These are registration based trunks and both seem to be messing up.

Since the trunks are registration based and are green this at least means that the registration is working.

 

[Tony_91]

Sorry never dealt with a failover scenario... I need to the power off on the backup server? If that is the case how am I going to use it as a failover without it downloading the backup from main when scheduled?

 

[YiannisH_3CX]

The failover should be on but most services will be off when its on standby. When the failover is triggered assuming you have used the 3CX failover, the failover server comes up staring all services but once you fix your main server and power that back on you need to put the failover server back to its failover state so it is monitoring but essentials services are off so it does not interfere with the main server.

 

[Tony_91]

Ok where do you go to put failover into standby?

 

[Tony_91]

Is this in Backup and Restore, then in failover options select passive?

 

[YiannisH_3CX]

Go into your failover server, navigate to the Backup and Restore menu and open the Failover option.
Put the Select Failover option to Passive and press save.
That should put your failover server to passive

 

[Tony_91]

Ok thanks for all the help. I will do some test and hopefully this fixes the issue!

 

[YiannisH_3CX]

Give it some time so the DNS switches to the active one and for the trunks on the active server to re-register correctly. Let us know how it goes

 

[Tony_91]

So when I do a test call it rings and goes to voicemail as it should and I can see the call in the call logs but when I look at the activity log I get this [CM503003]: Call(C:29): Call to <sip:[email protected]:0> has failed; Cause: 487 Request Terminated/INVITE from 127.0.0.1:5483

 

[YiannisH_3CX]

Its great that the call works. The activity log report could mean a number of things. First you have multiple devices on that target and once the voicemail answered the call was terminated for the other targets which is normal to see.
Also make sure that the line you are looking at is for the call you just made.

 

[Tony_91]

After checking time stamps on calls that is the error I get even when the call goes through and connects to VM.

 

[YiannisH_3CX]

OK, what devices are connected to that extension and how are those devices provisioned? Local, remote, STUN or behind an SBC?

 

[Tony_91]

Snom D785 for all phone extensions and they are provisioned on the local.

 

[YiannisH_3CX]

Not sure why you are seeing this in the activity log. We will need to see the entire log entry in Verbose logging to determine why you are getting this error but since the calls are working I would not worry so much about that.