Troubleshoot Problems

[stephan23]

Wonder if someone can give me some advice on how to troubleshoot problems.

We had it a couple of times now that suddenly phones stop working and we get SIP registration failed. If we make calls or answer calls, we seem to get connected but we can't hear any audio.

I ended up restarting 3cx as I didn't know what the issue was.

My boss and me would like to understand what the issue was so we can handle these issues better.

I can't see anything in the eventlog. Is there any other place I can look?

We are using 3cx hosted solution at the moment.

Thanks

 

[Alphabetic]

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Is this a new instance?

Im going to assume your phones are set up for STUN

What firewall have you got?

Have you disabled SIP ALG on it?

Did you give each STUN phone their own SIP/RTP Ports?

How many phones? Could you set up an SBC for testing?

For real troubleshooting you're going to want to turn on verbose logging on the PBX https://www.3cx.com/docs/collecting-logs-for-3cx-support/ then reviewing event logs.

You would also then look at running wireshark captures on both phone and PBX and reviewing the VoIP traffic to see what's happening.

Are you running "PBX delivers audio" on each extension if set up in STUN?

 

[stephan23]

Hi,


3CX Version Standard Annual 16.0.6.655

Server OS: Not sure, hosted with 3CX

Is the 3CX Server Hosted and where? 3CX

IP Phone Make/Model/Firmware Fanvil X210 firmware 2.2.10, Gigaset N720 firmware 115

Provisioning Method:STUN

Trunk Provider or Gateway Make/Model : Gamma

Has the Firewall Checker passed: No, didn't even know it was there. Will need to run later today as phones are being actively used at the moment.

Are custom Phone Templates being used: No


Have you disabled SIP ALG on it? Yes

Did you give each STUN phone their own SIP/RTP Ports? Sorry no idea, so I guess not nor do I not know how to do this.

How many phones? Could you set up an SBC for testing? 32 phones. I will install the 3CX SBC on monday for testing purposes. Haven't looked into them but looks like it is something good to have.

 

[Alphabetic]

It’s recommended that all phones on STUN are to have static IP addresses and have their own dedicated SIP and RTP ports defined under phone provisioning tab. You’ll then need to port forward to each phone. Obviously 32 would be ridiculous and I recommend you look at using Windows SBC or purchasing a Pi.