3CX GUIDE - remote working troubleshooting guide
ALL USERS on the 3CX web-client:
SYMPTOMS: Apps (Windows, IOS and Android) hang with “waiting for network” or "Register failed - service unavailable"
POTENTIAL FIXES:
If system is on-premise enable the correct ports through the firewall to the 3CX system - chances are this is being blocked by it. https://www.3cx.com/docs/ports/ - check with your 3rd party IT.
If the system is hosted, check with The Technology group and confirm if firstly the correct ports have been opened and secondly whether your public IP address (from home) is allowed through our firewall. Confirm your public IP from Google with “what is my IP address”.
Note: If your provider uses dynamic IP configuration this is subject to change.
If all these points check out it could be your local router blocking so switch your connection (if using an App for IOS or Android) over to 3/4G and test.
HTTPS ACCESS
SYMPTOMS: Remote connection to Web client will not connect.
POTENTIAL FIXES:
For the 3CX web client all is required is to connect via https to the FQDN in this case: https://FQDN.3cx.co.uk/webclient/
Firstly, confirm that HTTPS on either port 443 or 5001 (depending on your system) is allowed through your firewall (if the system is on-premise) with your 3rd party IT. If not check with The Technology Group.
Next confirm that you can resolve your PBX FQDN https://mypbx.3cx.co.uk with an nslookup which can be done via command line on your computer.
POTENTIAL FIXES:
For the 3CX web client all is required is to connect via https to the FQDN in this case: https://FQDN.3cx.co.uk/webclient/
Firstly, confirm that HTTPS on either port 443 or 5001 (depending on your system) is allowed through your firewall (if the system is on-premise) with your 3rd party IT. If not check with The Technology Group.
Next confirm that you can resolve your PBX FQDN https://mypbx.3cx.co.uk with an nslookup which can be done via command line on your computer.
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Please note that the IP and FQDN in the opposite example are not genuine and used for informational purposes only and should reflect that of your PBX’s public IP address – if not DNS is the cause of your issue.
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Lastly confirm that your public IP address has authority to access the system (you can as above confirm this on Google with a “what is my IP” and again check this with your 3rd party IT or 3CX respectively.
QR CODE PROVISIONING
SYMPTOMS: On provisioning of QR code you see ‘Provisioning file cannot be reached’.
POTENTIAL FIXES:
Regarding this error it is indicative that there is a networking/DNS error reaching your PBX.
First try to access your PBX's management console from your device via the FQDN and/or IP. Does it work?
For example: https://mycompany.3cx.eu:5001 So HTTPS if you are remote to the system (443 or 5001 dependent on what you set on your PBX for this port).
Next confirm that you can resolve your PBX FQDN https://mypbx.3cx.co.uk with an nslookup which can be done via command line on your computer.
POTENTIAL FIXES:
Regarding this error it is indicative that there is a networking/DNS error reaching your PBX.
First try to access your PBX's management console from your device via the FQDN and/or IP. Does it work?
For example: https://mycompany.3cx.eu:5001 So HTTPS if you are remote to the system (443 or 5001 dependent on what you set on your PBX for this port).
Next confirm that you can resolve your PBX FQDN https://mypbx.3cx.co.uk with an nslookup which can be done via command line on your computer.
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Please note that the IP and FQDN in the opposite example are not genuine and used for informational purposes only and should reflect that of your PBX’s public IP address – if not DNS is the cause of your issue.
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Lastly confirm that your public IP address has authority to access the system (you can as above confirm this on Google with a “what is my IP” and again check this with your 3rd party IT or 3CX respectively.
CALLS TO MOBILES SIMULTANEOUSLY
SYMPTOMS: Calls to mobiles do not occur when feature is required.
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POTENTIAL FIXES:
Ensure that the option is selected on the PBX under the extension in questions >> Options as per opposite |
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Also check that the simultaneous call count on the PBX accounts for these extra calls taking place since they will generate an additional call to ring the GSM of a mobile and the extension on 3CX.
Ask your systems administrator to check there is an outbound rule on the PBX which covers GSM/mobile calls to numbers beginning with 07 (for example) in the UK.
Ask your systems administrator to check there is an outbound rule on the PBX which covers GSM/mobile calls to numbers beginning with 07 (for example) in the UK.
PHONE REGISTRATION/ONE-WAY/NO-WAY AUDIO
Our phones system is configured to allow traffic to and from your main offices/sites however may not be configured for home working. On raising this issue with us please provide us your public IP address for checking (Google “what is my ip” if you are unsure).
Most commonly however this issue will reside on your home network – your local router device. Most such devices are locked down and have settings which could be un-friendly to VoIP traffic. It is potentially worth checking whether the device is configured correctly with them:
• SIP ALG is disabled on the router.
• Ports are not being blocked: https://www.3cx.com/docs/ports/
A sure way to test the local firewall device would be to move your extension across to 3CX phone for IOS or Android on a 3/4G connection (not WiFi attached to the router) and see if you get the same result.
Most commonly however this issue will reside on your home network – your local router device. Most such devices are locked down and have settings which could be un-friendly to VoIP traffic. It is potentially worth checking whether the device is configured correctly with them:
• SIP ALG is disabled on the router.
• Ports are not being blocked: https://www.3cx.com/docs/ports/
A sure way to test the local firewall device would be to move your extension across to 3CX phone for IOS or Android on a 3/4G connection (not WiFi attached to the router) and see if you get the same result.
HEADSETS
Please note that the use of headsets is supported with 3CX webclient but only on a Windows 10 Operating system and only with a Chrome Web browser.
When using your headset please check and confirm the following:
It may also be required to take actions related to the Audio Driver – to update the drive the following applies:
When using your headset please check and confirm the following:
- The headset when plugged in is auto-detected from the system.
- You have the correct device selected in Windows – if not take the following steps:
- Change Default Audio Device
- Open Settings.
- Go to System - Sound.
- On the right, select the required device in the drop-down list "Choose your output device".
It may also be required to take actions related to the Audio Driver – to update the drive the following applies:
- Windows Key+X > Device Manager > View tab > Show hidden devices > Sound, Video & game controllers >
- Right Click on the entry below (if more than one, then you will have to repeat the steps for all) > Properties > Driver Tab >
Update - Update driver.
Allow Apps to access your microphone >
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Allow desktop apps to access your microphone >
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IP BLACKLIST
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When logging into your webclient you must enter the correct username and password – if you do not, on your fourth attempt your public IP address will be blacklisted, and the opposite error will come up.
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Ways around this include:
• Contact your administrator with your public IP address and have them remove the address (Google what is my IP to gain this information).
• Login correctly via another computer (which has a different public IP) or have a colleague do this and remove the IP (or add to the whitelist).
If you can confirm you have the correct username and password and access is still failing, ensure that you try to access the webclient via Google Chrome browser with either a cleared cache or in incognito mode.
• Contact your administrator with your public IP address and have them remove the address (Google what is my IP to gain this information).
• Login correctly via another computer (which has a different public IP) or have a colleague do this and remove the IP (or add to the whitelist).
If you can confirm you have the correct username and password and access is still failing, ensure that you try to access the webclient via Google Chrome browser with either a cleared cache or in incognito mode.
contact europe's no.1 3cx TITANIUM partnerSales: 0345 450 7444 Support: 0345 450 6999 Email: info@technology-group.com
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