Unable to connect to 3CX with Mobile App on Local Network

[Jason Hille]

I am currently on the same network as the 3CX PBX via WiFi and my mobile device 3CX app will not register with the phone system. However, when I turn off WiFi on my mobile device and connect to a LTE network, the phone will register with the system and make/receive calls.

1. My 3CX web client does not have this issue.
2. My 3CX Phone for Windows does not have this issue.
3. External FQDN is used as the interface for 3CX Client on the extension.
a. In the past; whether the interface selection is local IP or external FQDN, the 3CX mobile app still connected.
i. Recent changes to WiFi access points and controllers were updated to Cisco Meraki.
4. I have re-registered/provisioned any device with no success.

I can provide additional information for troubleshooting this issue, but I'm not sure where to start.

 

[Shawn]

are you talking android / ios mobile client?

the mobile client uses the 3cx tunnel on port 5090 when outside the network and 5060 when on the same network. is this traffic allowed from your wifi to the pbx? can you put a laptop on the wifi and ping the pbx? from the laptop, can you telnet to port 5060 on the pbx? how about 5090?

first thing first, you need to make sure there is connectivity between wifi and pbx, expecially since you have new access points.

there really is nothing else to check here, if you have connectivity and the right ports are open then your client should connect. if telnet connects then your client will connect.

check the account configuration on the mobile client to make sure all is good there and maybe even delete the account on the client and resend the welcome mail or configure again using the qr code if you have a newer version that is qr capable.

 

[Jason Hille]

This is not a port issue. If it were, it wouldn't be 5060 or 5090 which are used for SIP (the call communication ports). 5001 is the port that is set on the firewall for outside IP addresses to communicate to the PBX inside and provision softphones including iOS and Android 3CX app. Internal networking doesn't rely on ports so much as IP addresses. We are currently looking at the firewall configurations and access points to ensure that there aren't VLAN issues or other issues, but if a device is on the same subnet and network as the PBX, there shouldn't be this type of issue.

I am, however, going to take your advice and see about getting a Windows machine on WiFi with 3CX for Windows and/or web client for testing.

 

[Shawn]

If you're using VLAN's then how do you tag wifi traffic. is everyone on the wifi tagged or do you have the ability to tag based on the device that is connected to the wifi network (mac address?)

point taken with ports 5060 and 5090, but same still applies with 5001. are you able to telnet from a windows machine on wifi to your pbx on port 5001? you need to test connectivity between devices on wifi and pbx. if ping is ok, then take it a step further and test ports. and of course VLAN plays an important role here.

is your wifi subnet same as your lan? if not, is there proper routing to get to the pbx?

 

[YiannisH_3CX]

Ports 5060 and 5090 are used for SIP and they are used for registration to the PBX as well. Provisioning and presence are using port 5001.
Check the clients configuration and make sure that both the local and public address are available for the client to connect.

 

[YatteYattah]

We are having the same problem. In the last week my android phone wants to connect to the FQDN ip address instead of the local IP address while connected to the local LAN via WIFI. Two things have changed, my phone updated to Android v8 and the 3CX APP was updated to the latest version. Looking at the settings on the Android phone it definitely has the local IP address defined correctly. Everything was working last week. I have a second Android phone on the old version of the APP and it is still working correctly.

 

[cobaltit]

I can provide additional information for troubleshooting this issue, but I'm not sure where to start.

It seems pretty obvious where to start. Something in your wireless config since that's what changed and broke things. But seeing as how there aren't any replies I'm guessing you figured that out in your testing from a wireless client.

 

[YiannisH_3CX]

We are having the same problem. In the last week my android phone wants to connect to the FQDN ip address instead of the local IP address while connected to the local LAN via WIFI. Two things have changed, my phone updated to Android v8 and the 3CX APP was updated to the latest version. Looking at the settings on the Android phone it definitely has the local IP address defined correctly. Everything was working last week. I have a second Android phone on the old version of the APP and it is still working correctly.

Connect a laptop to the Wifi if possible and check if a Windows client can connect to the PBX. You could also remove the public registration link and see if that works.

 

[leejor]

Does the router, on the local LAN allow the use of FQDN (resolve to a local IP)? Do the other local sets make use of an IP, to register with the server, or FQDN?

 

[YatteYattah]

Ok, sorry I have only just come back to this. I can confirm it is the version of the 3CX Android application. Version 15.5.344.492 works with no problems. As soon as the phone updates the application to 15.5.345 it breaks. 3CX fails to register and errors with waiting for network and then time-out. I have confirmed this on two separate Android phones.

 

[leejor]

Was the phone re-provisioned after the App was updated?

 

[YatteYattah]

Yes, i uninstalled the 3CX application completely and then installed the newer version and provisioned with the QR code.

 

[Aaron Stevenson]

I am having the same problem on the iOS app, version 15.5.18. Works perfectly off local LAN, "waiting for network" on local LAN. Windows client works fine on local LAN.

 

[Christopher Reagoso]

Some WiFis are configured to prevent Guests (especially) from connecting to other resources on the network.

One thing to check ... Make sure the WiFi SSID you're connecting through isn't set up like this.

 

[leejor]

I am having the same problem on the iOS app, version 15.5.18. Works perfectly off local LAN, "waiting for network" on local LAN. Windows client works fine on local LAN.

Is the phone able to access other "services" on the local LAN? If so then the "waiting for network" probably isn't an actual network (connectivity to the phone) issue. It would then suggest that the phone is unable to resolve the FQDN on the local LAN. This requires that the router be set up to do this.

https://www.3cx.com/blog/docs/how-to-create-internal-fqdn/

 

[Aaron Stevenson]

Is the phone able to access other "services" on the local LAN? If so then the "waiting for network" probably isn't an actual network (connectivity to the phone) issue. It would then suggest that the phone is unable to resolve the FQDN on the local LAN. This requires that the router be set up to do this.

https://www.3cx.com/blog/docs/how-to-create-internal-fqdn/

1. Yes, my phone can access other services on the network.
2. My router is already configured to do this. If it wasn't, my Windows 3CX client would also be having this issue.
3. Even putting the local IP into the client, it is still unable to connect. This rules out DNS issues entirely.

 

[leejor]

Is there a registration attempt in the 3CX Activity Log?

Does the phone that works, use a different connection type, wired? If so, is there a difference, subnet?, with each?

Is this the only phone that you have tried registering on wifi locally?

 

[Aaron Stevenson]

Is there a registration attempt in the 3CX Activity Log?

No. The phone will not register on the local lan. As soon as I turn off wifi, it registers over LTE. Same issue as OP.

 

[YiannisH_3CX]

Please make sure that you are not trying to connect using TLS. If the SIP transport is set to TLS under extension settings please switch it back to UDP and try connecting again.

 

[YatteYattah]

SIP transport is set to UDP. It comes down to the version of the 3CX app. Need to find out what changed after version 15.5.344.492. Everything works perfectly on this version so will continue to use until we can work out why the newer versions of the app refuse to connect on local WIFI.