The FQDN you configured at installation time is not linked to the license key which is currently activated.

[dataware]

Hello,
Today morning one of our installs stopped working.
Event log started showing (at 04/11/2019 9:21:42 AM EST):
"Incorrect license key supplied ID: 50010
The FQDN you configured at installation time is not linked to the license key which is currently activated. As a result, video conferences cannot work. Activate the license used at FQDN creation time or re-install and use your new license key and link it to a new FQDN."
I checked https://customer.3cx.com/prm/myinstalls.aspx and no Domain/FQDN is shown.
Pinging <name>.3cx.us returns webmeeting.3cx.us
ALL was working perfectly fine yesterday and NO changes made to firewall or any configurations.

Configuration:
3CX Linux on Hyper-V, pfSense.
Server runs at my location, not customer.
Customer has several cisco phones at their NJ and FL offices.
NJ office has pfSense and I was able to do DNS overwrite to make them work, FL is running cable box and I'm unable to make changes there.
License: Professional Perpetual, maintenance till 08/26/2019, status: activated, running since September 2011

What has changed on 3CX side, and how do I fix this???!

Thanks!

 

[dataware]

follow up: I did full VM restore to a 4/10/2019, unfortunately, same error message.
Got an email response from customer support suggesting FDQN was released using customer portal. NO SUCH THING HAPPENED.
btw, running on 15.5 sp6 (not upgrading to v16 just yet)

 

[NickD_3CX]

The reason this happened is this: https://www.3cx.com/docs/fqdn-management-allocation/#h.9wczlzx5rbke
Your server didn't contact the 3CX activation server in over 60 days. A reason could be that you weren't on V15.5 SP6.

Your action thereafter to upgrade to V15.5 SP6 and re-activate were correct, but there is another problem, the 3cx.us domain for 3CX FQDNs are not available any more.

So, the best course of action you can take is:

1. Make full backup with all options except "License Key Information & FQDN"
2. Download the backup to have it locally
3. Uninstall 3CX
4. Re-install 3CX and restore the backup
5. During the setup insert your License Key as normal
6. Enter a new 3CX FQDN from the ones available
7. After the installation finishes, you will have to reprovision all remote endpoints you have

After this you should be back to normal.

 

[dataware]

Thank you Nick!
You're absolutely right, I was running this instance on 15.5 below SP6. I must have missed a memo about SP6 and FQDN expiration risk.
I followed your instructions and have my system back up and running, thank you for that!
One thing I'm missing now is "Direct SIP (STUN-remote) provisioning method for all my phones, I'm guessing a "Cisco SPA-504G" template has changed or perhaps I had a custom one. I needed that for provisioning SIP and RTP ports on these units.

Thank you again for clearing this up.

Andrew

 

[NickD_3CX]

You are most welcome Andrew.

The story with the SPAs is that in V14 you could provision them as remote IP Phones, but due them not being able to provision over HTTPS, from the start of V15 we introduced the limitation for htem only to be local: https://www.3cx.com/Sip-Phones/Cisco-SPA/#h.a75s04qzcq3b

Even if you had a custom template, it wouldn't help much because the IP Phones wouldn't be able to download the provisioning file as they don't support HTTPS.

The only thing you could do is manually re-configure them via their web interface.

 

[dataware]

You are most welcome Andrew.

The story with the SPAs is that in V14 you could provision them as remote IP Phones, but due them not being able to provision over HTTPS, from the start of V15 we introduced the limitation for htem only to be local: https://www.3cx.com/Sip-Phones/Cisco-SPA/#h.a75s04qzcq3b

Even if you had a custom template, it wouldn't help much because the IP Phones wouldn't be able to download the provisioning file as they don't support HTTPS.

The only thing you could do is manually re-configure them via their web interface.

You might be right about phones not supporting https, however, after losing custom template, all these phones "reconfigured" themselves. All my previous custom settings like SIP and RPT ports, have reverted to defaults. Even stranger, profile and upgrade profile urls changed from http://site.nj.3cx.us<...> to http://<3cx_server_lan_ip><....>.
In any case, after manual reconfig, all seem to work as previously.