Trouble adding a system to our partner account

[PBX_Programmer]

Hi all,

One of our customers has a series of locations, each with a 3CX system installed on the premises. We took over their support from another partner some time ago. Most of their systems have been successfully added to our partner account and I can see them under "My Systems" on the 3CX portal for our company. But there is one which I have never been able to successfully add.

On the dashboard under "My Partner" it says "Not Linked - Link". So I click on that and it asks me for our partner ID. I have taken our ID directly from the partner portal and I enter it into the window and it correctly identifies it, saying "Your 3CX installation will be linked to partner ID xxxxxx - our-company-name", which is all correct so it does obviously recognise the ID.

But when I click ok, it pauses for a while and then it says "Warning - Cannot find given reseller".

I am not sure how it can recognise us correctly from our partner ID initially, but then fail to recognise us when clicking ok.

If it helps, it's a V18 Update 7 (Build 312) system which I believe is running on a Debian VM. Currently when I log in there is a banner stating that the subscription expired 28/06/2022. Obviously we would like to license it properly but I believe there is an issue with it reaching out to activate.3cx.com. I was aware that versions below V18 U5 had issues due to security cert changes a while back, but as this is a V18 U7 system I thought it would be ok?

I should also add that it's been this way for a long time, I was trying to resolve the same issue at least a year ago and got nowhere so eventually had to leave it like it is but we would now like to get it sorted and licensed and upgraded to V20 if we can.

Any assistance would be very much appreciated please, as I am out of ideas!

Thanks!

 

[Evolute IT]

Upgrade to U8A minimum, which is required to activate. U9A is the latest.

Then you can link it.

 

[NicholasP_3CX]

Just to add to this, please ensure that your customers' systems are always on the latest version and update, as the SSL certificates that secure the Activatin server expire on a yearly basis, so any outdated updates will be prevented from connecting to activate the subscription key.

 

[Guillaume Bourgeois]

If the license has been expired for over a year, start fresh!

It’s no more expensive to purchase a new license.
Create a new system on v20.
Restore a v18 backup without the license and FQDN.

I suspect it’s a custom FQDN because I’m surprised 3CX hasn’t deactivated it if it was provided by them. In either case, release the FQDN from the license, and you can try to recover it. If it’s a 3CX-provided FQDN, inform your client that you might not be able to recover it if the root domain is no longer allowed by 3CX.

 

[PBX_Programmer]

Thanks everyone for all the help so far with this one. I think one problem we face is that we aren't able to update the system at all because it's not licensed, therefore cannot go to U8A or U9A. Unless there is some way of doing it that I am not aware of?

Agreed, I think the best way forward is probably to take a backup and build a new V20 system instead, and re-apply the backup to that as has been suggested.

The FQDN is in the format "word-word-word.3cx.uk", if that helps identify whether it's a custom one or not maybe?

Thanks!

 

[NicholasP_3CX]

The 3cx.uk domain is still allowed, so you can still use it.

Check the key in your customers portal and see the expiry date. As the PBX isnt able to communicate to activate, the date will be inaccurate, but it doesnt mean the key is expired per se.

In this case, you can use the key to re-install the system. (DONT release the FQDN from the portal)

Just take a backup as it is, and then use it to restore during the installation. As it will be installing on the latest version and update, it will be able to activate.

 

[Guillaume Bourgeois]

Thanks everyone for all the help so far with this one. I think one problem we face is that we aren't able to update the system at all because it's not licensed, therefore cannot go to U8A or U9A. Unless there is some way of doing it that I am not aware of?

Agreed, I think the best way forward is probably to take a backup and build a new V20 system instead, and re-apply the backup to that as has been suggested.

The FQDN is in the format "word-word-word.3cx.uk", if that helps identify whether it's a custom one or not maybe?

Thanks!

This is not a custom FQDN, and if my reference is correct, 3CX still allows registration of FQDNs under the root domain 3cx.uk

  {
    "group": "Europe",
    "code": "uknew",
    "name": "United Kingdom",
    "domain": "3cx.uk",
    "allowedToNewRegistrations": true
  },

 

[PBX_Programmer]

The 3cx.uk domain is still allowed, so you can still use it.

Check the key in your customers portal and see the expiry date. As the PBX isnt able to communicate to activate, the date will be inaccurate, but it doesnt mean the key is expired per se.

In this case, you can use the key to re-install the system. (DONT release the FQDN from the portal)

Just take a backup as it is, and then use it to restore during the installation. As it will be installing on the latest version and update, it will be able to activate.

Ok thanks Nicholas, so when I take the backup from the V18 I do need to include the FQDN and everything else in that backup? Just checking to make sure I've understood correctly.

 

[Guillaume Bourgeois]

Ok thanks Nicholas, so when I take the backup from the V18 I do need to include the FQDN and everything else in that backup? Just checking to make sure I've understood correctly.

Yes try backup with FQDN and licence