3CX SMB Free 10 / T42U not provisioning

[DavidF]

Hello,


I'm trying to setup a T42U router phone (first phone in the environment) but it won't provision.


PBX is 3CX SMB Free 10 v18.0 Update 8 (Build 939)


I downgraded the phone to firmware 108.86.0.76 and did a factory reset. Then I added the phone as a router phone in the admin web console (phone model and MAC address are correct) and rebooted the phone many times but it won't provision.


Any help would be greatly appreciated.


Also, when using a router phone, does any port have to be forwarded on the firewall ? It's not stated in the documentation iirc.


Best regards,


David

 

[TheodorosG_3CX]

What was the previous firmware version of the phone?

 

[DavidF]

What was the previous firmware version of the phone?

Can't remember, but it was a newer version according to the numbers.

 

[TheodorosG_3CX]

From the location where the router phone is located, are you able to access the SMB?

 

[DavidF]

From the location where the router phone is located, are you able to access the SMB?

Yes, absolutely.

 

[TheodorosG_3CX]

If the phone did not use the correct firmware it might be blacklisted.
In order to check this though it will require a ticket to the Technical Support for us to check, or you can wait for 24 hours for the ip to whitelist.

 

[DavidF]

I would like to open a ticket, could you please tell me how to do so ?

 

[TheodorosG_3CX]

You will need to access the customer portal and proceed with the option to contact Support.

 

[DavidF]

You will need to access the customer portal and proceed with the option to contact Support.

It says "0 tickets available". Is that because I'm using a free edition ? So am I stuck here ?

 

[TheodorosG_3CX]

Yes since this is a Free there are not free available tickets for the support.
You may find a reseller though in your are to contact or buy a ticket.