Solved 3CX Free \ SMB IP Blacklisted

[CT-UK]

We have a 3CX Free account we're trialling on the basis we'll convert it to SMB once up and running.

We connected a Yealink T54W which appeared to have old firmware (rookie error) which then blacklisted our IP. From a Mobile connection, we connected to the 3CX instance and removed the phone from the system. From reading the forums it appeared a 24 hour wait for the IP to be unblocked was normal, due to holidays it's been a week since we have tried to login but the IP remains blacklisted.

As it's a Free account, there isn't the facility to login and unblock the IP. Similarly, we don't have support so we can't send a ticket to ask them to unblock which is a bit of a trap door.

We're a MSP \ Reseller looking to gradually migrate our handful of Business VOIP customers over, but need to get our 'Demo' account working first to showcase.

 

[TheodorosG_3CX]

The latest firmware version will prevent this so the phone needs to be updated prior the provisioning.
Currently you can, delete the phone from the extension, factory reset and wait for 24 hours or create a ticket to the 3CX Support to release the ip.

 

[CT-UK]

Thanks for the reply. As per the post - the phone has been removed, and it's been a week already and we're still blocked.

 

[TheodorosG_3CX]

Have you also deleted it from the extension?

 

[CT-UK]

Yes - I think so?

>Edit User > IP Phone > There is no IP phone configured for this user?

 

[SteveITS]

connected to the 3CX instance and removed the phone from the system

Just to be super clear, you mentioned removing the phone from the extension in 3CX a couple of times...did you also factory reset the phone? Otherwise if it is left connected, it will keep trying to connect to 3CX and keep blocking your IP.

And, [edit: I] understand about the firmware...we drop shipped several phones yesterday but we can't easily set them up as router phones because we don't know what firmware they have. An SBC solves that of course but it's going to be an issue until every phone in distributor warehouses has a later-than-minimum firmware. And I set up a few this spring that were many versions old.

A Pro/Ent license also works around this because the office IP can be added to the Allow list.

 

[CT-UK]

Thanks Steve. You were right, it was the Factory Reset I'd over looked. I reset it this morning, and our IP is clear again earlier this afternoon, so this issue is now resolved.

Good advice re the old firmware, we're primarily an IT Reseller so old Firmware is something we're used to with laptops and PCs. On the basis phones are going into our IT Customers, there's usually a PC or Server on the network we can remote to, before logging into the WebGui to check out the Firmware, but on seperate VOIP LANs minus a dedicated SBC I can see the challenge - unless the customer can drop a Windows laptop onto it?

 

[SteveITS]

re: laptop, that can work, or with Yealink I have in the past been able to port forward 443 (source: our office IP) to the phone. However Yealink does not honor the port in when it generates its own links so it needs to be 443.

So it's not impossible to have the client set up the first phone, and we update firmware before configuring it as a router phone, but one has to know to do that, and 3CX doesn't stop you and say "this phone has old firmware, manually update it first" (hint, hint 3CX).

 

[TheodorosG_3CX]

@CT-UK Glad to know the issue is resolved.