Voicemail email notification stops

[Ahmed Mahdy]

We have been struggling with this issue for quite so long.
It started with one of our customers who reported they left a voicemail on one of their extensions but no email was sent. 3CX voicemail config was set to "send as an attachment and delete from mbox".

- We checked our SMTP; the configuration has not been changed and other 3CX customers are sending normally
- Tried to test mail from our customer 3cx and its working as it should be
- All kinds of alerts on the same 3CX instance are working normally, i.e; backup, IP blacklist, etc..
- Restarting all services will resolve the issue and somehow send all voicemails to all extensions.

- We have rebuilt the whole docker instance from scratch on a new host and the issue was resolved and we never faced this issue again. UNTIL last week it happened again.

Somehow rebuilding the instance resolved the issue for almost 3 months (that's what we know about)

The only workaround is to restart all services on daily basis using a cronjob which I personally do not prefer.

Unfortunately, we have raised this to 3CX support but we have reached a dead end as they kept on asking to enable verbose logging and run tshark capture after restarting all services till this issue happens again; This is impossible as we are very limited with the disk space and this issue happens only when it happens (it might take a week, 2 or even a month to happen again).

We are on version 16.0.8.9 Debian 9.13

 

[Evolute IT]

Have you tried using another SMTP server than the 3CX one? There is probably some kind of throttling on the the 3CX SMTP that could delay or discard emails when exceeded (if you get a lot of emails sent from the system SMTP every day.)

 

[Ahmed Mahdy]

Have you tried using another SMTP server than the 3CX one? There is probably some kind of throttling on the the 3CX SMTP that could delay or discard emails when exceeded (if you get a lot of emails sent from the system SMTP every day.)

Hey Frederick, We are using our own SMTP and no issues at all with it

 

[Evolute IT]

Hey Frederick, We are using our own SMTP and no issues at all with it

In this case: are you able to see the email sent from your SMTP?

It could be blocked because of DKIM/DMARC/SPF but protections.

 

[Ahmed Mahdy]

In this case: are you able to see the email sent from your SMTP?

It could be blocked because of DKIM/DMARC/SPF but protections.

no records are showing in any logs on our SMTP server .
It just starts appearing once we restart 3CX services and we can see the emails being sent. Again, this is just for 3CX voicemail. all other alerts are working normally. So am 100% sure it is not related to our SMTP server.

 

[ChrisC_3CX]

First off, I do have to mention that app containerization is nor a supported configuration when it comes to 3CX. That said, I can't really be sure if this is contributing to the specific issue but do bear it in mind as it will limit support if not void it completely.

Regarding enabling Verbose Logging mode and running a packet capture, you could start off by only running Verbose and omitting the packet capture to see if anything notable comes up in the logs. Specifically for the voicemail email notification, you would have too take a look at the System Service log. Do bear in mind that, if the machine is compliant with our hardware specs, running in Verbose Logging mode should not be an issue when it comes to Disk space.

 

[Ahmed Mahdy]

First off, I do have to mention that app containerization is nor a supported configuration when it comes to 3CX. That said, I can't really be sure if this is contributing to the specific issue but do bear it in mind as it will limit support if not void it completely.

Regarding enabling Verbose Logging mode and running a packet capture, you could start off by only running Verbose and omitting the packet capture to see if anything notable comes up in the logs. Specifically for the voicemail email notification, you would have too take a look at the System Service log. Do bear in mind that, if the machine is compliant with our hardware specs, running in Verbose Logging mode should not be an issue when it comes to Disk space.

Hey Chris, thanks for your reply.... I will get back the verbose logging enabled and give the services a restart and just wait for this issue to occur again and then analyse the logs.

 

[ChrisC_3CX]

Great! Let us know what you find!