Urgent help is needed to restore the 3CX system with altered FQDN and backup not accepted

[in2matrix]

Hi everyone,

I’ve been using 3CX since 2020, starting with version 16, always with the same FQDN provided by 3CX, and recently I upgraded to version 18. When I tried to upgrade to version 20, the auto-updater failed. I used the 3CX wizard to perform a fresh installation on a new Google Cloud Platform (GCP) VM. The installation went smoothly, but I encountered issues with the SIP trunks.

When I tried to access the SIP trunk settings, the system redirected me to the user page instead of allowing me to modify the trunk details. At that point, I panicked because the system was not working properly.

Given the urgency of the situation, and the fact that my VoIP provider authenticates by IP (meaning I can only register the SIP with the assigned IP, and requesting a change takes time), I decided to revert to a snapshot of the VM with version 18 that I had created beforehand.

However, after several attempts to restore the snapshot or recreate the VM in GCP, including attaching cloned disks, I couldn’t get the system to function properly. I then tried a new installation using the 3CX wizard via the customer portal, but I got an error stating that I had exceeded the limit of 5 attempts to register the FQDN with Let’s Encrypt.

Without waiting for the FQDN to be released, I opted to release my license in the customer portal and install the system again with a new FQDN. The system is now running, but I’m facing a major issue: I can’t restore my backup because the system complains that the FQDN in the backup doesn’t match the current FQDN associated with the license.

My previous installation has:

• Over 2800 extensions
• About 300 call queues
• A SIP trunk with over 300 audio channels

I’m desperate and don’t know how to recover all this. The backup is extremely important, and I can’t afford to lose all of that configuration.

Has anyone experienced a similar situation, or does anyone know how I can proceed to restore the backup with the new FQDN or any other possible solution? I really need urgent help!

Thank you.

 

[Evolute IT]

You should've taken a backup without license/FQDN. You can probably modify the XML of the backup to remove them but not sure how exactly.

FYI, the redirection issue is a simple permission problem with some custom templates. We've seen it quite a few times with v20 upgrades.

 

[in2matrix]

This is the print

 

[Evolute IT]

This is the print

That's normal. It's because you tried the same FQDN too many times.

 

[fxbastler]

When I tried to access the SIP trunk settings, the system redirected me to the user page instead of allowing me to modify the trunk details. At that point, I panicked because the system was not working properly.

The SIP trunk template file is missing.

 

[Evolute IT]

The SIP trunk template file is missing.

Or custom, and has bad permissions.

 

[in2matrix]

Thank you, Mr. Conceptsweb!

So, just to confirm, you recommend I try unzipping my old backup, then find the XML file inside and remove all the lines where the old FQDN appears, as well as any parts where the certificate details are shown, essentially cleaning the file of those specific pieces of information?

Once I clean it, I would zip everything again and attempt to restore the system with this newly modified zip file. Does that sound correct?

Thank you for your help!

This way, you’re ensuring clarity in what you understood and confirming if your approach is correct before proceeding.

 

[fxbastler]

Look here, part 2, google translate is your friend.

 

[in2matrix]

I am truly desperate. I have a backup file of more than 200 GB, and obviously, it doesn’t allow me to upload it due to its size. This backup is tied to the old FQDN, and now I have a new installation, but the system is completely blank with no data. I also have a smaller backup of 250 MB, but I need to clean all the information related to the old FQDN as an alternative to restore the system.

How long do I need to wait for the old FQDN to be available again for domain registration and certificate issuance after the 5 failed attempts yesterday?

 

[fxbastler]

How long do I need to wait for the old FQDN to be available again for domain registration and certificate issuance after the 5 failed attempts yesterday?

7 days

 

[Rick-Arcus-IT]

I am truly desperate. I have a backup file of more than 200 GB, and obviously, it doesn’t allow me to upload it due to its size. This backup is tied to the old FQDN, and now I have a new installation, but the system is completely blank with no data. I also have a smaller backup of 250 MB, but I need to clean all the information related to the old FQDN as an alternative to restore the system.

How long do I need to wait for the old FQDN to be available again for domain registration and certificate issuance after the 5 failed attempts yesterday?

Changing the XML by removing everything regarding FQDN, Certificate, Licence key, Quickmeeting openlink and quickmeeting key should give you an backup without the fqdn and licence key. Although it's absolutely not recommended, and not guaranteed to work, it looks like your only solution.

If your 200GB backup is without FQDN and license key, maybe it's easier to remove the voicemails and recordings from that backup.

 

[in2matrix]

Thanks a lot, guys you are all the best !!!

I will try to do this and return with news hope good !!

 

[BenTen]

Any news?