v18 update 9 missing for Ent/Pro customers on Windows

[Senõr Engineer]

I have a couple of self-hosted customers that have come up on our service packs missing section of our 3CX license portal. When I've checked with the customer they are on update 8 build 939 and their system does not shows update 9 and just says their system is up to date.

They are on Windows based server with Enterprise or Pro subs and we got an email today from 3CX warn us that customers need to be on update 9 before Aug 24th.

I have asked at least 1 customer to arrange a restart of their 3CX services out of hours to see if this resolves the missing update, but suggestions as to why this update does not appear welcome if this does not work.

 

[OlegR_3CX]

Hi there.
Are you able to activate your 3CX licence?
Do you see any activation errors in the 3cxSystemService log? Just in case, use 8.8.8.8 and ensure your system can reach to activate.3cx.com

 

[bitn2]

Any Windows 3cx needs to be updated manually. Backup and restore. But i would check if firewallcheck is ok and you can reach the activation server from your 3cx machine.

 

[Senõr Engineer]

Hi there.
Are you able to activate your 3CX licence?
Do you see any activation errors in the 3cxSystemService log? Just in case, use 8.8.8.8 and ensure your system can reach to activate.3cx.com

We'll arrange to check this, thanks.

 

[OlegR_3CX]

Sure, let us know how it goes.

 

[Senõr Engineer]

Sure, let us know how it goes.

So, connected to the instance today after the customer had arranged a restart and still no update 9 available. Went to the logs and could see it contact both activate and update URLs OK, so bemused as to why this update is not appearing?

We had another customer on a Pro license yesterday that saw the update and applied OK. Seems like this customers' instance (on Enterprise) is just not seeing it?!

I've gathered the support logs and will submit to 3CX.

 

[Senõr Engineer]

Turns out the issue is due to the updater hitting a block in the download of the servicepackupdate.xml.

2024/07/10 09:46:36.371|6356|0080|Erro|[ProductUpdater.Services.DefaultUpdateDefinitionProvider] Request to https://downloads-global.3cx.com/downloads/v180/sp150/servicepackupdate.xml has failed with message $Server returned 'Forbidden' when 'https://downloads-global.3cx.com/downloads/v180/sp150/servicepackupdate.xml' was requested

So either it's AV related on the OS or the firewall. Have relayed this back to the customer to check and report back. Likely something has changed in their environment since the update 8 was applied so they just need work back and determine what.