Solved Upgraded to V20 from V18 - can no longer login

[mlapp007]

Team,

I recently upgraded from V18 to V20. I made sure that I have an email account associated with the admin account, however, I cannot login anymore. I have tried the following:

Username: admin - did not work
Username: extension number - 000 - did not work
Username: <email address> - did not work

I do have the V18 backup that I made prior to upgrading, but I am not sure what to look for in this.

I have also tried to do a password reset, however, it looks like the system is not sending me any emails with resets. This is a self-hosted instance in Azure.

Can anyone suggest on how to get back into my system?

 

[SteveITS]

The web client password wouldn’t change. The username is not used; use the email/extension.

Password reset is sent if the email is unique to one extension. If you’ve blacklisted your IP it should expire in 24h. Try another IP?

 

[mlapp007]

I am looking thru my backup file and my extension 000 and the admin have the same email. Could that be the issue?

Or is there another way to retrieve access to my system? It does look like it is running in the customer portal.

 

[ktgteam2024]

We have this exact same issue after upgrading to v.20 on 3CX cloud/hosted. No issues prior.

 

[ktgteam2024]

I got ours resolved. I needed to login with the Ext assigned "system owner", not the traditional "Admin" account/password. You can change the web login password on the system owner Ext if you don't have it, but you need to know the email address assigned. Obviously best to confirm all of this prior to kicking off the V.20 upgrade.

 

[AWS2P]

Have you read the prerequisite before upgrading and most important, to set an system owner extension with a unique email.

My first thing i do before upgrading to V20 is to connect with the system owner extension and check if I really have system owner rights and then only I start the upgrade process

 

[ktgteam2024]

Thanks. I did, and already had system owner set on our installations for a long time I missed the context that the system owner "Extension" would be used going forward, not the "Admin" account name. I didn;t realize the account "Admin" would be deprecated.

In hindsight it's pretty clear in this link but the wording of "Account" and not "extension" through me off. But I get it now. Thanks again.

https://www.3cx.com/blog/releases/v20-upgrade-checklist-faq/

 

[mlapp007]

So here is how I solved it.

1) Created a new 3CX instance in my Azure portal - v18
2) Restored the backup that I made prior to upgrading.
3) Got this instance up and running
4) Changed the password for my admin account, changed it to a different email address.
5) Upgraded to v20

Now it all works.

Still not sure what was the issue the first time around, but having all the passwords set helped.

 

[OlegR_3CX]

@mlapp007
Thank you for the feedback provided.
We will close this thread now.