Softphones Stuck on Connecting

[enctechservices]

I recently switched from the free hosting to a Pro self-hosted plan, and before the switch, my softphones worked flawlessly.
Desk phones (SBC connected) and the Web Client have no problems making and receiving calls. Both the iOS and Windows apps begin provisioning successfully (scanning the QR code logs me in, and I can see extensions), but the status remains stuck on "Connecting," whereas before it would say "Ready to Call." Incoming calls ring on the devices, but when I try to answer, the app freezes. When I attempt to make an outgoing call, the line remains empty, with no 3CX or SIP provider message.

Nothing shows up in any log viewable from the web interface, but when I exported the support logs, I found a ton of these error messages in the 3cxmanagementconsole.log

2025/02/28 01:31:27.071|0024|Warn| [MyPhone.CallOwner] WebRTC: Client for session a8ab****-****-******* is not found
2025/02/28 10:21:18.845|0026|Warn| [MyPhone.CallOwner] WebRTC: Client for session 927c****-****-******* is not found
2025/02/28 13:30:11.124|0006|Warn| [MyPhone.CallOwner] WebRTC: Client for session 528c****-****-******* is not found
2025/02/28 13:59:44.865|0035|Warn| [MyPhone.CallOwner] WebRTC: Client for session 61cb****-****-******* is not found
2025/02/28 15:10:52.212|0028|Warn| [MyPhone.CallOwner] WebRTC: Client for session 0b14****-****-******* is not found
2025/02/28 16:52:03.173|0037|Warn| [MyPhone.CallOwner] WebRTC: Client for session 1509****-****-******* is not found

I've used a VPN to "locally" access the machine, even trying to place my iPhone on the same VLAN as my local SBC, but no dice.
I'm hosted in AWS, with the automatically populated security group, so I'm fairly sure the firewall isn't an issue. I double-checked to ensure everything matches the port list in the documentation, and the firewall check in 3CX passes with no issues.

I'm about to pull my hair out over this. I've found similar issues on the forums, but searching for short keywords makes it difficult to find relevant posts. Most of the fixes I've come across haven't worked for me so far.

 

[Charles_3CX]

Regarding your question, how is the mobile connected, is this via mobile data or Wifi, please try both, to check.

 

[fortech]

Hi, just to mention, not sure if this thread is still open? It sounds kind of like a firewall config issue possibly. If I understand correctly, you have VM hosted on amazon and some amazon based firewall rule set controlling access to your 3cx VM. As a baseline I might suggest "turn off any amazon firewall layer" and leave the 3cx VM instance 'fully exposed to internet with its public IP accessible and responding for web admin etc". Then validate that you have normal-good web-admin ; confirm the firewall rule check behaves ok in 3cx still; then test 3cx softphone client via web-browser on your computer/laptop where you are doing 'test admin access is ok'. Assuming this is ok then test the 3cx softphone app on a cellphone/smartphone / first on a wifi connection in same LAN where you have laptop working ok / then test it with no wifi and with cellular data only.

In theory? if the laptop 3cx browser softphone is working, you have confirmed 3cx instance is accessible and behaving for normal 'softphone tunnel traffic access' - which should also be ~same basic use case as softphone app on a smartphone. Such access does not require any SBC / tends to avoid firewall drama if any exists (ie, overly protective office network firewall that denies outbound traffic for some traffic? Normally you can validate this by doing your test from a different location, ie, not from office but from home office with 'boring simple internet access and no egress firewall rules that block outbound traffic ever probably?' )

not sure if this could be helpful, but often doing a 'temporary turn off some firewall rules and finish light bulb testing' could be helpful in a situation like this. (and of course if you really need those firewall rules in AWS, after you get things working in 3cx tests, you can turn on the firewall AWS rules again, re-test, and make sure all is well / or if not - then at least you have a good smoking gun to chase now in terms of "maybe my aws firewall rules are causing an issue?" or possibly office network - firewall - outbound rules are drama? etc etc.

good luck.. please do update the thread if you get a solution / figured out / so others might know what issue was / in case it pops up again in future for someone else (?)

Tim

 

[enctechserv]

Hi, just to mention, not sure if this thread is still open? It sounds kind of like a firewall config issue possibly. If I understand correctly, you have VM hosted on amazon and some amazon based firewall rule set controlling access to your 3cx VM. As a baseline I might suggest "turn off any amazon firewall layer" and leave the 3cx VM instance 'fully exposed to internet with its public IP accessible and responding for web admin etc". Then validate that you have normal-good web-admin ; confirm the firewall rule check behaves ok in 3cx still; then test 3cx softphone client via web-browser on your computer/laptop where you are doing 'test admin access is ok'. Assuming this is ok then test the 3cx softphone app on a cellphone/smartphone / first on a wifi connection in same LAN where you have laptop working ok / then test it with no wifi and with cellular data only.

In theory? if the laptop 3cx browser softphone is working, you have confirmed 3cx instance is accessible and behaving for normal 'softphone tunnel traffic access' - which should also be ~same basic use case as softphone app on a smartphone. Such access does not require any SBC / tends to avoid firewall drama if any exists (ie, overly protective office network firewall that denies outbound traffic for some traffic? Normally you can validate this by doing your test from a different location, ie, not from office but from home office with 'boring simple internet access and no egress firewall rules that block outbound traffic ever probably?' )

not sure if this could be helpful, but often doing a 'temporary turn off some firewall rules and finish light bulb testing' could be helpful in a situation like this. (and of course if you really need those firewall rules in AWS, after you get things working in 3cx tests, you can turn on the firewall AWS rules again, re-test, and make sure all is well / or if not - then at least you have a good smoking gun to chase now in terms of "maybe my aws firewall rules are causing an issue?" or possibly office network - firewall - outbound rules are drama? etc etc.

good luck.. please do update the thread if you get a solution / figured out / so others might know what issue was / in case it pops up again in future for someone else (?)

Tim

*license migrated, and I lost access to the previous 3cx/forms account*

Thanks for the help, Tim—I was able to get the issue resolved. The root cause was actually Cloudflare, which I was using for both DNS and SSL. That ended up causing two separate issues: one with SBC provisioning and another with the softphone not connecting.

After disabling Cloudflare’s proxy (set the A record to DNS Only) and properly configuring a full Let’s Encrypt SSL certificate, everything has been working flawlessly since.

Appreciate the guidance!

 

[fortech]

*license migrated, and I lost access to the previous 3cx/forms account*

Thanks for the help, Tim—I was able to get the issue resolved. The root cause was actually Cloudflare, which I was using for both DNS and SSL. That ended up causing two separate issues: one with SBC provisioning and another with the softphone not connecting.

After disabling Cloudflare’s proxy (set the A record to DNS Only) and properly configuring a full Let’s Encrypt SSL certificate, everything has been working flawlessly since.

Appreciate the guidance!

Great news .. glad to hear things are working well now!

-Tim