Trial cloud instance is conflicting with our Google Cloud instance

[GregS1986]

We created a trial instance several months ago hosted by 3cx and created an instance on Google Cloud before purchasing a license. Everything worked fine until today, when we discovered that we were not receiving any calls. Attempting to log in to our Google Cloud instance via our FQDN only gets us into the trial instance. After searching the forum, it seems that this problem can only be remedied by having 3cx staff delete the conflicting trial instance. I've written messages to the staff members that I could find on the forum, but haven't heard anything back from them yet. I also haven't been able to find any phone number to call to get this addressed. Since nobody in our organization has been able to receive any calls all afternoon, this problem is quite significant---is there anybody out there who can assist? Is this issue documented anywhere so that customers can avoid having it happen to them?

Thanks

 

[cobaltit]

Some more information would help. You don't mention how you moved from the trial to your own instance. And unless you were doing IP registration with your SIP trunking provider using your FQDN then the simple act of the FQDN reverting back to the trial shouldn't affect incoming calls, unless you are saying they aren't ringing your phones (but still hitting 3CX). If you could clarify exactly what is and isn't working then we might be able to point you in the right direction.

 

[YiannisH_3CX]

Hello @GregS1986

I have replied to your p.m. so please provide us with the requested details so we can proceed

 

[GregS1986]

I have replied with all of the requested details. Could you please let me know when the trial instance will be deleted? This issue is preventing employees from being able to make and receive calls using the 3cx smartphone application, which is causing significant problems for our operations.

 

[GregS1986]

Still haven't heard anything from your team about when we can expect to be able to use our phones.

It is very frustrating that 3CX has potential customers create hosted trial accounts that will conflict with the permanent accounts that paying customers eventually create---and that there is no way for the customer or anyone who is not an employee of 3CX to delete the conflicting hosted instance---and there is no phone number to call to speak to a customer service agent to get this resolved.

 

[cobaltit]

One of many reasons it's better to work with a partner than direct with 3CX. They only have so much bandwidth. If you provide more information as I requested earlier then a workaround couple possibly be provided. It seems like calls are hitting your production PBX but the problem is your endpoints are registering (or attempting to) register to your trial instance by FQDN. If that is the case you should be able to stop all the services on the trial box and then restart the services (or entire PC/VM) on the production box which should get DNS to kick back over to your production box after the requisite timeout. Alternatively local DNS could be modified to allow for resolution to your production box. Lots of work arounds could be implemented while you wait for 3CX to shutdown the instance if you provide additional information. And now that I think about it if this was a true trial it should have shutdown already from inactivity. Any chance this was a PBXExpress deployment into a cloud environment you control? If so 3CX won't be able to shut that down.

 

[YiannisH_3CX]

@GregS1986

Please note that the free instance has been deleted.

The free hosted instances are a great way to test 3CX and see if it suits your needs for a limited amount of time. We are glad many people then chose to host 3CX in their own instance and continue using it. What anyone can do when planning to move to a self hosting instance is let us know so we can coordinate the deletion of the free instance with the installation of the new. You can do so via a 3CX partner or directly to 3CX via the contact form: https://www.3cx.com/company/contact/ We also try to assist through the forums as much as possible.
So if anyone plans to move the their free hosted instance before the automatic deletion date please contact us so we can plan a deletion of the instance and avoid any conflicts. This applies for instances that will be using the same licence key.