Unable to redirect FQDN to new static IP

[Peter G W B]

Hello,

Our company has recently moved offices, and wit the move came a new internet connection, and a new static public IP that we were planning on setting up for 3CX, unfortunately, the transition has been, less than smooth. Our FQDN still points to an old address despite my best efforts, and the entire platform has been out of order in the week since the move.

Although our server (which is managed by our parent company overseas) is also blocking portions of the software, when I am able to get a user connected, they can only receive calls, with no outbound calls working.

Also since this move, 3CX no longer sends welcome emails to users when I select the option to do so, but this is a minor issue for now.

I have pinged our FQDN several times, and it continues to ping the old IP address, what can I do to force the new one?

Kind Regards,
Peter Baker

 

[Saqqara]

You change the external IP address under Settings - Network Settings - External IP Address

For emails check your email settings - Settings - Email Settings - Mail Server

Have you ran the 3CX firewall test, and does it pass.

 

[AWS2P]

After change Saqqara indicate, you need to wait for DNS propagation FQDN to be resolved on new IP, takes short time if ENT key or few hours if STD or PRO key

 

[Peter G W B]

You change the external IP address under Settings - Network Settings - External IP Address

For emails check your email settings - Settings - Email Settings - Mail Server

Have you ran the 3CX firewall test, and does it pass.

Hi Saqqara,

Thank you for the response, the Static External IP was changed on Monday of last week, so it has now been 7 full days and the FQDN still directs to the previous IP.

I went to the mail server section under settings, it is set to 3CX SMTP server, and when I clicked 'Test' it eventually times out.

I also just ran a firewall test, which failed on all counts, so I am beginning to think that the move to a new network has pretty much broken the entire setup.

Thank you again for your help, but I think I am just going to rebuild from scratch.

 

[BrenttG]

What part of the world are you in, if you would like help, i think i can probably get it sorted out for you remotely.

 

[greychain]

Is it a 3CX provided FQDN or your own?

 

[Peter G W B]

Is it a 3CX provided FQDN or your own?

It is a 3cx provided one "xxxx.3cx.com.au"

 

[kent3]

The way I have always changed external IP in the past is:

Set PBX to Dynamic IP
Restart Services
Set PBX to Static IP with new IP
Restart Services
Wait approx 30 - 45 mins

If you are trying from a PC/Mac that you've accessed the FQDN before, remember to clear cache/ flush DNS

 

[JohnS_3CX]

Hi @Peter G W B

After the move you will have to check a few things from scratch just to make sure all the boxes are ticked:

- Correct communication through the firewall (this is critical)
- Correct settings in the management console Network settings (Interface and External IP)
- Depending on the the OS you use, routing may need to be revised

If you wish you can send me your new IP, key and FQDN in a private conversation and we can see whether the DNS entry has updated. Depending on where you ping from, you may be seeing out of date data

 

[Peter G W B]

The way I have always changed external IP in the past is:

Set PBX to Dynamic IP
Restart Services
Set PBX to Static IP with new IP
Restart Services
Wait approx 30 - 45 mins

If you are trying from a PC/Mac that you've accessed the FQDN before, remember to clear cache/ flush DNS

Hi, I have seen this process on the forums before, and have tried, but not with my cache cleared, and DNS flushed, I will try this again. Thanks.

 

[Peter G W B]

Hi @Peter G W B

After the move you will have to check a few things from scratch just to make sure all the boxes are ticked:

- Correct communication through the firewall (this is critical)
- Correct settings in the management console Network settings (Interface and External IP)
- Depending on the the OS you use, routing may need to be revised

If you wish you can send me your new IP, key and FQDN in a private conversation and we can see whether the DNS entry has updated. Depending on where you ping from, you may be seeing out of date data

Hi, we have pinged the connection from numerous locations, all to varying degrees of being bounced around, but all start with the same incorrect static IP.

We have contracted a former employee (the one responsible for setting up the 3CX line) and have scheduled time to review and update the management console, as well as the account itself, hopefully this will fix some issues.

You also mentioned the importance of the firewall, this is something that also concerns me, as our previous set up had 3cx on its own line, but now our parent company has included the port in their setup for our server, and despite their claims otherwise, I believe the new firewall may also be contributing to the issues.

Thank you for your advice, I will keep you posted once we have determined more about the problem.

 

[Peter G W B]

Hi @JohnS_3CX

With the help of a former employee, and some long hours, we have been able to resolve the majority of our issues, there is one remaining issue, that seems to be on our end, but I was wondering if it is something you might be familiar with.

3CX now works fine for anyone not on our company network, the network is managed through our parent company overseas, and provides our connection for staff working at our office. Anyone connected to the office internet is able to hear audio, but no one is able to hear them, this only occurs during external calls, not internal 3CX calls, this also occurs for both outgoing and inbound calls.

Is there anything I may be missing that could be causing this, as our network team overseas cannot seem to find where the issue might be.

Kind Regards,
Peter Baker

 

[greychain]

What is the status of PBX delivers audio in extensions and SIP trunk (options for both) Try setting or un-setting them