Solved SuiteCRM v7.13 & You are using Unsupported phones or phones with custom templates which may cause issues.

[rsp#24]

Hello,

My 3CX stopped working now. It is not storing calls in the SuiteCRM database and also it is showing the below error. Need help ASAP!

You are using Unsupported phones or phones with custom templates which may cause issues.
For a list of supported IP Phones visit this page.

Under Phones, I could see lots of rows are red and it is showing Fw. Version as not supported.



I have been having this problem since 1st week of March.

Also, it is showing an update pending.




Please help with next steps

 

[rsp#24]

When I tried TEST from CRM Integration.

MySqlConnector.MySqlException (0x80004005): Connect Timeout expired.
---> MySqlConnector.MySqlException (0x80004005): Connect Timeout expired.
   at MySqlConnector.Core.ServerSession.OpenTcpSocketAsync(ConnectionSettings cs, ILoadBalancer loadBalancer, Activity activity, IOBehavior ioBehavior, CancellationToken cancellationToken) in /_/src/MySqlConnector/Core/ServerSession.cs:line 1131
   at MySqlConnector.Core.ServerSession.ConnectAsync(ConnectionSettings cs, MySqlConnection connection, Int32 startTickCount, ILoadBalancer loadBalancer, Activity activity, IOBehavior ioBehavior, CancellationToken cancellationToken) in /_/src/MySqlConnector/Core/ServerSession.cs:line 438
   at MySqlConnector.Core.ConnectionPool.ConnectSessionAsync(MySqlConnection connection, String logMessage, Int32 startTickCount, Activity activity, IOBehavior ioBehavior, CancellationToken cancellationToken) in /_/src/MySqlConnector/Core/ConnectionPool.cs:line 403
   at MySqlConnector.Core.ConnectionPool.ConnectSessionAsync(MySqlConnection connection, String logMessage, Int32 startTickCount, Activity activity, IOBehavior ioBehavior, CancellationToken cancellationToken) in /_/src/MySqlConnector/Core/ConnectionPool.cs:line 408
   at MySqlConnector.Core.ConnectionPool.GetSessionAsync(MySqlConnection connection, Int32 startTickCount, Activity activity, IOBehavior ioBehavior, CancellationToken cancellationToken) in /_/src/MySqlConnector/Core/ConnectionPool.cs:line 98
   at MySqlConnector.Core.ConnectionPool.GetSessionAsync(MySqlConnection connection, Int32 startTickCount, Activity activity, IOBehavior ioBehavior, CancellationToken cancellationToken) in /_/src/MySqlConnector/Core/ConnectionPool.cs:line 128
   at MySqlConnector.MySqlConnection.CreateSessionAsync(ConnectionPool pool, Int32 startTickCount, Activity activity, Nullable`1 ioBehavior, CancellationToken cancellationToken) in /_/src/MySqlConnector/MySqlConnection.cs:line 929
   at MySqlConnector.MySqlConnection.CreateSessionAsync(ConnectionPool pool, Int32 startTickCount, Activity activity, Nullable`1 ioBehavior, CancellationToken cancellationToken) in /_/src/MySqlConnector/MySqlConnection.cs:line 959
   at MySqlConnector.MySqlConnection.OpenAsync(Nullable`1 ioBehavior, CancellationToken cancellationToken) in /_/src/MySqlConnector/MySqlConnection.cs:line 423
   at Integration.Crm.Engine.SqlDatabaseClient.Execute(String statement, CancellationToken token)
   at Integration.Crm.Engine.ScenarioProcessorBase.ProcessSQLDatabaseQuery(ISQLClientFactory sqlClientFactory, ScenarioQuery query, IValueManager customManager, CancellationToken token)
   at Integration.Crm.Engine.ScenarioProcessorBase.ProcessScenario(ProtocolScenario scenario, IValueManager customManager, CancellationToken token)
   at Integration.Crm.Engine.ScenarioProcessorBase.Execute(ProtocolScenario scenario, CancellationToken token)
   at Integration.Crm.Engine.CrmProcessor.GetContactInfoFromCrm(List`1 result, IEnumerable`1 scenariosToProcess, IValueManager customManager, Func`2 filterResultsFunctor, CancellationToken token)
   at Integration.Crm.Engine.CrmProcessor.GetContactInfo(String contactNumber, InteractionTypes interactionType, CancellationToken token)

 

[rsp#24]

The phone's firmware is updated now, but still CRM Integration is not working. Please help!

 

[edossantos]

A connection timeout looks like a firewall issue, so you should check why your database server is blocking this.

 

[rsp#24]

Thank you It is working now. It was a server firewall issue.