N.B. Firewalls, IP restrictions, etc

1. Firewall

It is important to open up the firewall port for the connection to happen. If this is not done, you may experience connection issues.

2. When using an Active connection, it is important to set the Host and Port number as instructed below:

 Note: *** are used to protect the identity of the reporter.

1. The Customer reported a connection error.

• Sockets.IPPBX[0].Error:  Connection to [\ ***** \].  Authoritative answer: Host not found.  An attempt to reconnect will be made, but expect further errors.
• Data source "\ **** \" failed to connect to IP "https://****.ny.3cx.us/" at script line 1
• I have connectivity from the server to my PC. Software is installed on my PC. Server is in Azure.

Looking at the error message, it seems that the DNS is not able to resolve the address `****.ny.3cx.us`.
Can you try replacing the host name with the IP address which is currently `13.82.**.***` to see if that solves the problem?

Also, what port are you trying to connect to?

3. Customer Response

I changed to the IP address before I sent the email (my mistake) and the result is the same. I’m using port 9000.

Any tool I can use to troubleshoot this issue? We have connectivity to the PBX because we copy recording files on a daily basis for archiving purposes.

4. Technical support response

If you have the Telnet client on your computer, could you try opening a command prompt and seeing if you get a connection through that?

`telnet 13.82.**.*** 9000`

If Telnet is not installed and you are not able to add it through the Optional Features setting in Windows, there should be a tool called `IPTester.exe` in your `c:\Program Files (x86)\Tri-Line\TIM Plus\` folder. If you run that, enter the IP address and port at the top left and press `Connect`. If it turns yellow/green, then the connection was made OK.

Let me know how that works out.


5. Customer Response

This is the message I current get now.

 Data source "\ **** \" failed to connect to IP "13.82.***.***" at script line 1

6. Technical Support Response

Please let me know how it worked out with the IPTester tool.
If that cannot connect to your PBX, then TIM Plus won't be able to either.

Then you need to look at things like firewalls, IP restrictions, etc.

7. Customer response

I used the  IPTester you suggested and found my problem. I had to open up the firewall port for the connection to happen.

SOLUTION: Once the firewall port was opened, the issue was resolved.