v20 - Re-register time setting missing & re-register drops all calls

[Gerhard_]

Since the upgrade to v20, the problems do not stop.
All calls get interrupted /dropped as soon as the trunk re-registers.
On top I cannot find any setting to change the re-register time.

Especially the drop of the call is a ABSOLUTE NO GO!!!

 

[Alphabetic]

Are you using a supported SIP provider? If the answer is no, then move to one.

If you want to see the additional settings you can either export/import your provider or choose generic SIP provider template and set it up again.

Use wireshark to troubleshoot disconnections.

 

[Gerhard_]

I use Deutsche Telekom (Call and Surf), which is listed as supported.
Ok, I will try to use a generic SIP provider and see, if it works better.
In any case, I will update this post with the result.

Thank you.

 

[Alphabetic]

maybe just try recreating with the template, is your best bet.

Run firewall check - test your internet.

 

[Gerhard_]

the generic profile seems stable, tomorrow I will test the template profile again.

 

[YiannisH_3CX]

Hi @Gerhard_

What is the issue exactly? The setting missing by it self should not cause any issues so what makes you want to change the timeout? What is the route cause?
Also if you manually refreshing the registration using the "Refresh Registration" button the calls will drop since the trunk is using TCP and the TCP connection gets interrupted.

So what issues are you facing with the default template that make you manually refresh the registration and change the reregistration timeout?

 

[Gerhard_]

Hi @Gerhard_

What is the issue exactly? The setting missing by it self should not cause any issues so what makes you want to change the timeout? What is the route cause?
Also if you manually refreshing the registration using the "Refresh Registration" button the calls will drop since the trunk is using TCP and the TCP connection gets interrupted.

So what issues are you facing with the default template that make you manually refresh the registration and change the reregistration timeout?

The issue is, that all call drops "randomly" within 10 to 15 minutes.
After investigation, this random is identified as re-register.
Meanwhile I tested with the template as well, template re-register value is 500 seconds, but the re-register happens exactly every hour. (something I do not understand by the way...)
Even if I select 60 seconds as re-register with a generic profile, it will not re-register every 60 seconds...
Another sad "fun" fact. I have 3 numbers and if any of those re-registers. It kills calls on the other numbers as well...

Regarding TCP, generic provider with UDP gets interrupted as well, when I trigger refresh registration. So not only TCP related.
Security wise it's anyway a lost cause, because you do not support TLS (for Deutsche Telekom).

 

[YiannisH_3CX]

Meanwhile I tested with the template as well, template re-register value is 500 seconds, but the re-register happens exactly every hour. (something I do not understand by the way...)
Even if I select 60 seconds as re-register with a generic profile, it will not re-register every 60 seconds...

This is because the reregistration timer is selected by the UAS (in your case your provider). The reregistration timeout in 3CX is a suggestion to providers. The final decision on what the timer will actually be is selected by your provider. You can check a pcap and see this. 3CX will send whatever is added in the "Re-Register timeout" field but the actual timer is set in the 200 OK from the provider. Some providers follow what the PBX sends but many providers have their own preferences.

Another sad "fun" fact. I have 3 numbers and if any of those re-registers. It kills calls on the other numbers as well...

Are all numbers under the same trunk? If so then the connection is interrupted at the trunk level so calls to any number will be interrupted.

Regarding TCP, generic provider with UDP gets interrupted as well, when I trigger refresh registration. So not only TCP related.

There is only one way to troubleshoot this. You need to run a pcap until you catch the issue. Check the registrations and if 3CX reregisters within the set timer. Also check if it's the provider is dropping the calls when the reregistration occurs. I have a suspicion that the registration drops before the expiry for some reason.
You can also reach our to your partner for assistance or open a support ticket with us so we can take a look.

Security wise it's anyway a lost cause, because you do not support TLS (for Deutsche Telekom).

We support TLS for NGN trunks and Company Flex trunks so you could migrate to one of those if security is your main concern.

 

[Gerhard_]

This is because the reregistration timer is selected by the UAS (in your case your provider). The reregistration timeout in 3CX is a suggestion to providers. The final decision on what the timer will actually be is selected by your provider. You can check a pcap and see this. 3CX will send whatever is added in the "Re-Register timeout" field but the actual timer is set in the 200 OK from the provider. Some providers follow what the PBX sends but many providers have their own preferences.


Are all numbers under the same trunk? If so then the connection is interrupted at the trunk level so calls to any number will be interrupted.


There is only one way to troubleshoot this. You need to run a pcap until you catch the issue. Check the registrations and if 3CX reregisters within the set timer. Also check if it's the provider is dropping the calls when the reregistration occurs. I have a suspicion that the registration drops before the expiry for some reason.
You can also reach our to your partner for assistance or open a support ticket with us so we can take a look.


We support TLS for NGN trunks and Company Flex trunks so you could migrate to one of those if security is your main concern.

Hello,
thank you for the details.
I will follow-up as soon as I have tested all mentioned here (incl. packet capture).