Stuck on v18.0.9.31 after restore

[Tideup]

Hi everyone,

I am running a 3CX instance on Azure (free plan) that had been working perfectly for several years. Unfortunately, a few days ago, the Azure virtual machine crashed and could not be recovered, forcing me to restore an old backup from 2 years ago.

Currently, my system is on version 18.0.9.31. In the updates section, I see "New V18.0 Update 9 B" (version 18.0.9.35) available, but whenever I select it and click the "Download Selected" button, nothing happens at all. Furthermore, there is no option or button visible to upgrade directly to v20.

I also have an issue with the license status: my PBX dashboard shows a red warning banner stating that my subscription expired on 02/07/2024. However, on the 3CX Customer Portal, the license is actually active and updated until September 14, 2027.

It seems my PBX is failing to sync the correct license expiration date from the activation servers (likely due to the old restored state), and because of this, it is locking me out of installing updates or proceeding toward v20.

Does anyone know how I can force a license refresh or manual synchronization directly on a v18 instance when it's out of sync with the portal after a restore?

Any help would be greatly appreciated. Thank you!

 

[bitn2]

You can neither activate nor update a v18 instance; that version is long obsolete. Why is the backup two years old? Has a System Owner already been set up? If so, try restoring the backup in v20.

 

[Tideup]

Because it isn't a 3CX backup, but a backup of the virtual machine that crashed.
I don't know what to do...

 

[bitn2]

Because it isn't a 3CX backup, but a backup of the virtual machine that crashed.
I don't know what to do...

Than check your pbx for the system owner and take a backup now. Try to restore this to a v20.

 

[Guillaume Bourgeois]

Because it isn't a 3CX backup, but a backup of the virtual machine that crashed.
I don't know what to do...

If you’re not familiar with the steps suggested by @bitn2 you may want to consider 3CX SMB instead. It’s a turnkey solution for up to 10 users:

https://www.3cx.com/try/
https://www.3cx.com/smb/get-started/

You won’t be able to restore your existing backup, but you could rebuild your queues, IVRs, and other settings manually by keeping your current v18 instance open side by side for reference.


PS: Make sure 3CX SMB includes all the features you need before proceeding:
https://www.3cx.com/ordering/pricing/features/