"Unable to reach License Activation Server." Possible causes?

[Gasha]

Hello everyone,

we currently have an issue with our new customers fresh pbx installation. We're facing the following issue as seen in the picture, the ESXi VM seems to be able to resolve the "activation.3cx.com" address without any problems whatsoever and we also have no outbound restrictions in place. What could the cause of this be and how do we resolve it? This is the first time we're dealing with this kind of issue.

 

[Saqqara]

Make sure the DNS servers are 8.8.8.8 or 8.8.4.4 and that the 3CX points directly to google DNS servers.

If you run nslookup activation.3cx.com does it resolve.

 

[Gasha]

Make sure the DNS servers are 8.8.8.8 or 8.8.4.4 and that the 3CX points directly to google DNS servers.

If you run nslookup activation.3cx.com does it resolve.

As far as resolving the name and reaching the server goes, there are no problems. This is the in the original post, already mentioned result and it apparently works. We have also tried restarting the host VM albeit with the same results.

 

[NickD_3CX]

Do you have any DPI feature on your firewall that could be malforming the packets in any way?

Also about the DNS Servers, humor me, put 8.8.8.8 and 8.8.4.4 instead of the local ones you have, reboot the machine, then try again.

 

[Gasha]

Do you have any DPI feature on your firewall that could be malforming the packets in any way?

Also about the DNS Servers, humor me, put 8.8.8.8 and 8.8.4.4 instead of the local ones you have, reboot the machine, then try again.

Hey Nick,

no, there is no sort of DPI feature or similar enabled within the firewall.

I would gladly humor you by doing that, unfortunately our customer is very stingy when it comes to changing DNS Servers or Gateways to something external, such as Google and Co.

Are there any other alternatives you could recommend us? Our customer is unfortunately very strict when in topics such as, firewalling, external forwarding etc.

 

[NickD_3CX]

Are there any other alternatives you could recommend us? Our customer is unfortunately very strict when in topics such as, firewalling, external forwarding etc.

Not really, but there a few things I would need you to send me to try and check on our end too.

Please first do this:
1. Log into the Management Console in 2 different tabs in your Browser (Tab A and Tab B).
2. In Tab A, go to Dashboard --> Activity Log --> and press the "Capture" button and leave it running
3. In Tab B, go to Settings --> License and press the "Refresh License Key Registration" button and wait until you get the error.
4. In Tab A, press "Stop" and then download the capture file from the "here" link.

Then, in a PM please send me:

• The capture file (upload it to a file sharing service of your choice and send me the download link)
• The first 8 digits of your license key
• The Public IP your 3CX system is exiting from

One more thing, can you access https://www.3cx.com ?

 

[Gasha]

Not really, but there a few things I would need you to send me to try and check on our end too.

Please first do this:
1. Log into the Management Console in 2 different tabs in your Browser (Tab A and Tab B).
2. In Tab A, go to Dashboard --> Activity Log --> and press the "Capture" button and leave it running
3. In Tab B, go to Settings --> License and press the "Refresh License Key Registration" button and wait until you get the error.
4. In Tab A, press "Stop" and then download the capture file from the "here" link.

Then, in a PM please send me:

• The capture file (upload it to a file sharing service of your choice and send me the download link)
• The first 8 digits of your license key
• The Public IP your 3CX system is exiting from

One more thing, can you access https://www.3cx.com ?

Alright, I see. Thank you regardless.

You have received a PM with the requested details from me!

 

[NickD_3CX]

After checking, it seems that for some reason the internal DNS is still being used and with the packet capture, confirmed that the 3CX system is not receiving an answer to the DNS request.