3CX Hosted V20 issues after Upgrade with editing and routing devices unknown

[wavetel1]

I have a customer with 3CX Enterprise Hosted and about 50 handsets over 2 sites. I left the V20 upgrade until the last few days due to concerns the customer had. I did several upgrades prior to this and never had these sort of issues.

There are 3 SBCs on the primary site and a few Router phones as well . Since upgrading to V20 the Manager is unable to edit any exts. It complains about the lack of Routing device when the manager clicks on save. The dropdown box for the routing device in the managers browser presents no options to select a routing device. Its a good thing because the manager has no idea what a routing device is and which one to assign for what phone. This however makes it impossible to get past this impass and even do simple things like change a BLF key on someones phone or even a name/email on a ext which is what the manager was doing in V18 .
Its a mess frankly. One can edit and save exts from the system owners Admin browser access ok . This is currently the only way. We dont want the Manager to have this level of access as its already caused complications with the access at manager level.

The one thing that I have worked out is that if the phone is its own Router phone ie ext 114 is its own router phone then it is editable via the managers console. If the phone is routed via a SBC or another phone (Router phone) then it throws this error and complains that you dont have a routing device allocated.

All the SBCs and router phones were allocated and worked prior to the forced V20 upgrade . I dont know how to fix this and I suspect its a problem for 3CX to look at on their own platform if they are even interested.
This is a sizable system and worked fine on V18. The V20 upgrade has been a source of wasted time for me and anxiety as well as a disappointment for the customer.

On top of this Ive found that there are delays in the Incomming calls being answered after they pick the phone up and phones keep ringing in the ring group even though the call has been answered.
The customer often walks in and phones are and have been ringing for hours just to find that theres nobody there when you answer it. It seems the Invite packets get there to all members of the ring group but the Cancel packets dont allways which leaves phones ringing eternally. This is a new phenomina since the V20 upgrade as well.

Phones are a mixture of Fanvil X210 and X5U handsets. The install is just over 12 months old.

Tony

 

[JohnS_3CX]

Hi Tony,

This is addressed in Update 3, currently in Beta and close to release. The routing device is shown as not accessible, but your Manager is still able to edit the rest.


Additionally, you can now assign SBCs to departments if you prefer, so that someone with access to that department can see and change amongst SBCs that belong to their team.


As for the other issue you mentioned about constant ringing, that sounds like a network issue that needs to be investigated separately and does not sound like anything that would be specific to V20 so far.

 

[wavetel1]

Thanks John . We await the new release update for V20 on much off this.

With the RTP voice issues I have tried rebooting switches on site.
One of the issues late last week was delay on conversation and BLF button action on pressing it. The conversation delays were internal calls . So for this to be happening on a cloud Hosted system then I would have thought internal RTP would route on prems via local switching . Am I correct ? At least one of the phones was a router phone also .

Thanks

 

[TheDUde]

I'm having similar issues with call setup. I believe there is an issue with the Fanvil phones. I'm able to repeat the issue and the "fix" multiple times in a row. Typically, a reset of the phones appears to fix it temporarily.

 

[TheDUde]

I failed to mention, when the phone is in this state, the web admin interface is extremely slow, as if there is a stuck process consuming all the CPU on the phone.

 

[wavetel1]

Hi TheDude ,

Its been nearly a week since a update on V20 . The update to Version 20.0 Update 3 (Build 806 Release) seems to be relavant.
The issues with the Manager being able to edit user settings is resolved.

With the slow network and stuck ringing I still feel that network/switching is a part of this . Also Ive replaced a SBC box earlier this week. This was the first SBC ever installed on this site from the original install some 18 months ago. I found this machine actually froze up once and needed a reboot about a month ago. I also found that it was only dual core . Although its within the spec required it was also still running V18 SBC software . I replaced it with a Quad core machine running V20 SBC software.

Considering the number of BLF keys on the phones that it manages it could be an issue being dual core. The customer has slowly been changing X5U phones to X210 phones and programing lots of BLF keys. This is going to really put a lot of extra traffic on the network and SBCs at times.
So far this week no reports of delayed/stuck ringing.

I recommend upgrading to the latest V20 build 806. I think a few things are cleaned/fixed up in here. Also I have started moving away from router phones and more towards traditional SBCs on this larger site and updating SBCs to V20 software. The customer has a habit of randomly unplugging phones when someone has vacated an office or just moving phones without thinking.
Also some of the cabling on the site is questionable giving some phones only 100Mb/s connections when they are only 50m or less from the switch. This has got to be indicative of a cabling issue and real potential packet loss and bottlenecks and this is a problem especially if there is a Router phone on the other end of one of these cables.

Thats my recent findings so far. Tony

 

[TheDUde]

My issue is definitely the phones themselves. After 3-4 days the issue reoccurs and a power cycle fixes it. It is occurring across all of my X5U-V2 phones across all my customers.

 

[wavetel1]

Have a look at common hardware apart from the Fanvils . When you say a power cycle fixes it are you just unplugging the handset or rebooting the switches (assuming they are POE) ? Are you using the same POE switches on all customers for example? Ive had issues with one brand of switches in particular where it just gets in a knot after a few days of UDP frames. Solution was to reboot the switch periodically but ultimately the firmware on the switch fixed it or getting a different POE switch.
As mentioned look at getting all the SBC devices you have on the network up to V20 SBC . Make sure the Fanvils are on the latest Firmware. If they are not then the 3CX will be telling you to upgrade them anyway .

Regards Tony

 

[TheDUde]

Thanks for the response. We are on latest fanvil firmware from this past July and been on v20 for a while. Since we have all router phones we don't have an SBC setup. We are power cycling phones only, across about 20 customers. The issue I'm experiencing is definitely the phones. There are no other common items. Switches are different, PBXes are on different VMs, in different data centers, etc.

 

[wavetel1]

Ok. Is it just X5U V2 phones ? Or are there any other models involved. My sites are predominantly X5U V2 and X210 V2 models.
You say July Firmware . Ive got Firmware version 2.12.20 . Assume yours is the same
https://www.3cx.com/docs/phone-firmwares/
How many router phones on a site ?

 

[TheDUde]

We only have X5U V2s in our deployments, so I'm not aware of any other models. The 3CX PWA Web app doesn't have this problem of course. Yeah that is the version IIRC.

Depends on the customer, some sites have 3 some have 20. Every phone is it's own router phone, no one is using another one.

 

[dseevers]

Hi TheDude ,

Its been nearly a week since a update on V20 . The update to Version 20.0 Update 3 (Build 806 Release) seems to be relavant.
The issues with the Manager being able to edit user settings is resolved.

With the slow network and stuck ringing I still feel that network/switching is a part of this . Also Ive replaced a SBC box earlier this week. This was the first SBC ever installed on this site from the original install some 18 months ago. I found this machine actually froze up once and needed a reboot about a month ago. I also found that it was only dual core . Although its within the spec required it was also still running V18 SBC software . I replaced it with a Quad core machine running V20 SBC software.

Considering the number of BLF keys on the phones that it manages it could be an issue being dual core. The customer has slowly been changing X5U phones to X210 phones and programing lots of BLF keys. This is going to really put a lot of extra traffic on the network and SBCs at times.
So far this week no reports of delayed/stuck ringing.

I recommend upgrading to the latest V20 build 806. I think a few things are cleaned/fixed up in here. Also I have started moving away from router phones and more towards traditional SBCs on this larger site and updating SBCs to V20 software. The customer has a habit of randomly unplugging phones when someone has vacated an office or just moving phones without thinking.
Also some of the cabling on the site is questionable giving some phones only 100Mb/s connections when they are only 50m or less from the switch. This has got to be indicative of a cabling issue and real potential packet loss and bottlenecks and this is a problem especially if there is a Router phone on the other end of one of these cables.

Thats my recent findings so far. Tony

Did the updating the SBC's end up cleaning the issues up. I have a customer that started having blf and ring delay issues since the update and everything was running fine before. There are 20 phones with probably 400 blf's so I am going to add an extra sbc and am hoping this fixes it.

 

[colinuk]

Small Office - 8 phones - phones keep ringing after answer - started August'24

We had an issue where phones kept on ringing after answer - this started happening when we upgraded the Fanvil X5U-V2 to the latest firmware, we reverted back to original and the problem stopped. This is a workaround and we intend to investigate on a test installation before rolling out any further ver 20 upgrades in the next few weeks. Details below:

3CX system previously working as expected, with 8 x phones configured as ‘normal’ phones using a router phone as SBC.

• Thursday morning 8/8 upgrade Fanvil Firmware from 21.12.17 to 21.12 20
• Thursday afternoon started to have issues – rectified itself
• Friday the problem persisted: phones in the same ring group kept on ringing after answer

Actions taken to resolve:

• Fanvil technical blog stated Firmware update to resolve Ring Group issues? May be a coincidence but worth considering
• Upgraded to latest version 3CX software – no change
• Changed Ring Group to a Queue – no change
• Setup phone on remote site as Router phone – no issue on 21.12.17
• Setup phones on-site as router phones – reverted Firmware back to 21.12.17 - now working and has been since

Footnote - since customer was working I could not supply verbose call logs when faulty to Fanvil Technical Support

 

[dseevers]

Also for anyone wondering, I upgraded to v20 cloud hosted and was having delays on BLF's, SP's and incoming ring group calls. For me it ended up to being the Yealink T46U firmware. It wants upgraded to .93 firmware. I took it back to .90 firmware and my issues went away. I don't know if someone from 3cx can look at not going above .90 on the upgrade for the time being. But knock on wood I think my issues have resolved.