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3CX WebMeeting Troubleshooting


Unable to Join (Participant)

Unable to Join (Meeting Host)

If you’re the PBX Administrator

Did you recently change the country code of your license key?

Old PBX with the same license key still running?

Have you unbound the FQDN from your license key?

Restrictive Outbound Firewall?

Force Meeting Resynchronization

Update to the latest PBX version

Network Lockdown

Using WebMeeting - MCUs

Using WebMeeting - CDN, Temp Storage, Proxies

PBX - Meeting Sync

PBX - Dial-In


Trying to connect to your colleagues but instead, you’re faced with an
error message? Not to worry! In this document we cover some common
troubleshooting issues and how to address them:


UNABLE TO JOIN (PARTICIPANT)

The most common cause is that the meeting you are trying to join has not yet
started, has ended already or has been canceled by the host. Try the meeting
invitation once more; if the result is the same we suggest you contact the
meeting host to check or see if you can reschedule for a later date.


UNABLE TO JOIN (MEETING HOST)

If you are the host of the meeting, ensure that:

 * You have not deleted the meeting
 * The meeting link doesn’t belong to a meeting that has already ended 

Try to schedule a new meeting from your 3CX Web Client. If the issue persists
please contact the administrator of your PBX and make reference to this
document.


IF YOU’RE THE PBX ADMINISTRATOR

If your team (extensions) experience this on a regular basis, check the
following scenarios:


 1. DID YOU RECENTLY CHANGE THE COUNTRY CODE OF YOUR LICENSE KEY?

If so, scheduled meetings might not have been recreated in the new time-zone
yet. To recreate all scheduled meetings go to the 3CX Management Console,
restart the “3CX System Service” and wait 10 minutes. This synchronizes your
meetings with the new time-zone. Existing and future meetings will function as
planned after this synchronization.


 2. OLD PBX WITH THE SAME LICENSE KEY STILL RUNNING?

Did you just make a new PBX installation using a key that’s being used by
another PBX? Unless the second PBX is a correctly set up failover (as per 3CX
guidelines), then issues such as ‘Meeting not found’ will occur. To resolve this
and other issues, power down or uninstall one of the 2 PBXs or set it up for
failover.


 3. HAVE YOU UNBOUND THE FQDN FROM YOUR LICENSE KEY?

3CX WebMeeting cannot function if your installation has not been mapped to an
FQDN. You can check whether or not your license key is bound to an FQDN from the
customer portal (https://customer.3cx.com). If it’s not bound, then you must
rebound an FQDN to your license key. This is done during the installation of
your PBX. Please note that all scheduled future meetings are canceled during the
unbound process.


 4. RESTRICTIVE OUTBOUND FIREWALL?

3CX WebMeeting cloud platform must be reachable from your PBX. In case outbound
connections are filtered by your corporate firewall, create an allow-egress-rule
to “webmeeting-director.3cx.net”, transport TCP, port 443. It is strongly
advised not to take the current NSlookup IPs as allowed destinations. Those
might change without any given notice.


 5. FORCE MEETING RESYNCHRONIZATION

Restarting the 3CX System Service in your PBX forces your PBX to retry
resynchronizing all meetings with our webmeeting platform. The System Service is
a non critical service which will not interrupt calls. Some email sending
capabilities and other non-call related functions will be affected while this
service restarts.


 6. UPDATE TO THE LATEST PBX VERSION

Take a look at the PBX changelog. Often, there are changes in the PBX related to
WebMeeting functionality that may change how WebMeeting synchronization works.
Fixes and improvements in newer versions of the PBX may solve issues you’re
experiencing.


NETWORK LOCKDOWN

If internal workflows and processes require strict firewall rules to be in
place, this can be achieved by using the information below. Whitelist all IPs
returned when performing nslookup towards the following FQDNs. Note that these
FQDNs and IPs may change without prior notice.


 1. USING WEBMEETING - MCUS

End users connect to MCUs. Media is sent to and received from MCUs for meetings
to work.

 * mcu-zone-a.3cx.net
 * mcu-zone-b.3cx.net
 * mcu-zone-c.3cx.net
 * mcu-zone-d.3cx.net
 * mcu-zone-e.3cx.net
 * mcu-zone-f.3cx.net
 * mcu-zone-i.3cx.net

UDP: 48000-65535

TCP: 443


 2. USING WEBMEETING - CDN, TEMP STORAGE, PROXIES

The servers below are used for fast proxied access to the WebMeeting UI,
recordings and file uploads worldwide.

 * wm-cdn.3cx.net
 * recording.3cx.net
 * uploads.3cx.net
 * webmeeting-director.3cx.net

TCP: 443 / HTTPS


 3. PBX - MEETING SYNC

Meetings created on your PBX are synced to 3CX WebMeeting servers where they are
freely served from with high uptime and user capacity.
For synchronization to occur, the following FQDNs must be whitelisted.

 * zone-a.3cx.net
 * zone-b.3cx.net
 * zone-c.3cx.net
 * zone-d.3cx.net
 * zone-e.3cx.net
 * zone-f.3cx.net
 * zone-i.3cx.net
 * webmeeting-director.3cx.net

TCP: PBX MyPhone Port (Typically 5001 or 443)


 4. PBX - DIAL-IN

Meeting dial-in users connect to your own PBX which then transmits and receives
RTP data from/to the MCU servers below.

 * mcu-zone-a.3cx.net
 * mcu-zone-b.3cx.net
 * mcu-zone-c.3cx.net
 * mcu-zone-d.3cx.net
 * mcu-zone-e.3cx.net
 * mcu-zone-f.3cx.net
 * mcu-zone-i.3cx.net
 * webmeeting-director.3cx.net

UDP: 10500-10999

TCP: PBX MyPhone Port - Typically 5001 or 443