Solved Unable to reach 3CX License Activation Server

[gwrinn@montereyllc]

We have a 3CX v16.0.8.9 server self-hosted on a server in our internal network. In the 3CX admin web app under License, I see the message "Unable to reach 3CX License Activation Server. Confirm that your Primary DNS Server is able to resolve activation.3cx.com". The admin app also shows an expiration date of 10/31/2021. We switched to a new firewall recently and our phones are still working. Obviously we need some change to the firewall, however, the network admin will not be available for several weeks (if not longer) to look into this. What are the consequences of not being able to contact the license server for an indefinite period of time? Some one familiar with 3CX said that phone features would stop working within a short period of time or will the phones stop working on 10/31/2021 if we have not renewed the license?

 

[cobaltit]

Things will definitely stop working if you can't establish connection by the time the license expires. Not sure before then as I haven't tried that situation. I do know that 3CX has stated repeatedly that regular internet connectivity is a must so hopefully nothing happens before your networking team can take a look at it.

 

[gwrinn@montereyllc]

Thanks! It makes sense the system would stop working after the license expiration date. We are in a spot where we would have time to fix this before the license expires, however, if the system will halt before the network guy returns, we will have to find and hire a contractor to fix the issue. Thanks for the additional input!

 

[Evolute IT]

Thanks! It makes sense the system would stop working after the license expiration date. We are in a spot where we would have time to fix this before the license expires, however, if the system will halt before the network guy returns, we will have to find and hire a contractor to fix the issue. Thanks for the additional input!

I would not wait for the guy.

While not connected, you are not receiving updates and also, you cannot use the mobile apps if the system doesn't have Internet access.

If you need help, let me know. It sounds like your guy might not be back at all!

 

[gwrinn@montereyllc]

Thanks for the additional information. It's unfortunate that 3CX does not provide guidance here.

 

[cobaltit]

Unfortunate, but not uncommon. Companies typically don't divulge how their licensing system works as they provides information on how to 'game' the system.

 

[ArtR]

Any other advice on what could be causing this issue? As I noticed our system is also saying it can't reach the activation server, and I note some of my mobile users are saying they aren't receiving calls to their mobiles (me too with testing now).
But the system is very much connected to the internet, I mean it uses SIP Trunks, does still get updates, everyone is connecting in remotely etc.
Doing an nslookup at the server brings back the correct 151.80 IP address for the activation server.
I can also open activation.3cx.com in a browser (https) and can see it connects as can read back the SSL certificate details.

 

[cobaltit]

Is it passing the firewall test?

 

[gwrinn@montereyllc]

Unfortunate, but not uncommon. Companies typically don't divulge how their licensing system works as they provides information on how to 'game' the system.

True and good point.

 

[gwrinn@montereyllc]

Here is an update:

It turns out the new firewall was not the issue. We had decommissioned a DNS server that was listed as the primary DNS on the 3CX server. The secondary DNS server listed is active and, from what I can tell, that allowed most of the phone system to still resolve server names (there were no issues getting 3CX updates, IP phones were working, etc., just the issue with contacting activation.3cx.com when going to the management licensing info screen). Once we updated the DNS listings on the 3CX server, activation.3cx.com could be resolved. It seems to me this is probably a bug in the licensing part of the 3CX service since other parts of the 3CX system seemed to resolve host names using the secondary DNS without issue. Not sure how this will impact our failover and business continuity plans at the moment.

 

[ArtR]

Is it passing the firewall test?

Well, it was showing all green, but retested and getting some full cone NAT issues, although that should be only for voice as far as I can tell (and everything is still working). Seems our updated model FW has created an issue with that, will start a separate thread on that.
But still odd as I can reach the PBX from the internet, and still getting updates as had one notify today.

 

[ChrisC_3CX]

As I noticed our system is also saying it can't reach the activation server,

For anyone else reading this, as mentioned here, for ArtR's case this was due to an older version of the 3CX PBX being used.