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3CX v16 and snom 715 results in reboot loop after upgrading to the suggested firmware 10.1.37.11

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Hi, Latest template for snom phones doesn't seem to be the same on several 3CX i have 88608 and on other 3CX I have newer 88609
 
My distributor just opened a case at Snom support. They did some tests and did not find out anything. They mentioned that it might have something to do with overriding the Phone template ... I have no clue.

But let me explain my setup (my company and a customer are affected):

We do have Snom D765 and D785 phones in our installation. We are using Sophos XG and SG firewalls (problem is, that is not so easy changing the DHCP options on the XG firewalls as it is for the SG firewalls).

On our DHCP service (Sophos firewall), I configured the following options:

DHCP 66 (Provisioning Link)
DHCP 132 (Setting the VoIP VLAN to 222)

All phones are connect using SBC because our telephony system is located at OVH.

After a restart, the phones are in a loop. If I am disabling the DHCP 132 option, the phones start normally but are in the wrong VLAN (which causes automatically some issues because of some firewall rules).

Everything started AFTER loading the new firmware of Snom. So I want to know now HOW TO GET BACK to the old firmware if 3CX and Snom are doing fingerpointing and nobody is responsible for this issue. Our Yealink phones working perfectly ...so the truth must be somewhere between 3CX and Snom.

Very unprofessional, I have to say ...

Best -Nicolas
 
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Is there a reason you don't use the VLAN configuration in 3CX to accomplish this? Or something like LLDP-MED?
 
Nicolas Jene said:
Very unprofessional, I have to say ...
Click to expand...

What part is unprofessional? As far as I can tell both 3CX and Snom are investigating. Are you saying not being perfect is unprofessional or..?
 
I am in the software development business, too. If you are launching something that may affect a lot of people, test it before you release it. It's a standard situation using DHCP options. That's unprofessional. And com'on, in around 1 week you will know what the issue is, or not? If we are investigating something, it normally takes 1 up 2 days. Then we are communicating where we are expecting the issue and then we are communicating when a fix might be available. So next unprofessionality is communication (always the most difficult part).
 
NickD_3CX said:
Hi everyone,

A few minutes ago we uploaded a template update that should address the Backlight issue. What you need to do is:
  1. Check updates from Management Console
  2. Once you see it download it (it may take some time to appear for everyone)
  3. Go to Settings --> Templates and just press OK or restart all 3CX services (makes the template take effect straight away instead of waiting some time)
  4. Reprovision the snom phones affected.
The VLAN issues with DHCP Option 132 is still being investigated.
Click to expand...

Any news about the DHCP VLAN Option 132 issue?
 
We have 94 phones in reboot loop at the moment! HOW DO WE FIX THIS?
  • D315 phones are in separate vlan, using DHCP option 132.
  • When we disable option 132 and keep the phones in LAN, the reboot loop stops.
  • The whole problem started last week, because a user moved a D315 to another desk. He simply unplugged en reconnect it, and we got a reboot loop. Since then, every phone is affected and has nothing to do with a firmware update. Phones with 8.9.3.46 keep rebooting, but the latest 10.1.37.11 as well!
  • We have at least 30 customers with these setups... and the 3rd customer started complaining this morning. YES, we have a serious issue now!
  • 3CX updates are set to automatic every monday. It used to work in April with v16, so I guess a template was updated by 3CX in May automatically. This all started it.
Please, we need to know what template or file we have to remove/delete in order to keep the phones from rebooting.
@Nicolas Jene: we also have old firmware Snom phones 8.9.3.48 in a reboot loop, so it's not a firmware issue. It must be 3CX and/or template related.
 
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Hi,
The template I have in my 3CX installation is attached ... bad to hear, that the old firmware does not work either ...
 

Attachments

I've compared phone templates from different clients with the same reboot problem. Version 88608 and 88609 both have the reboot loop issues.

CONFIRMED solution: (while DHCP option 132 remains active):
Open Extension > tab Phone Provisioning > scroll down and Enable 'Enable VLAN for WAN PORT' and fill in the phones vlan id, in our case 5.

The phone now stops rebooting and works fine. So, all we did was enter the vlan id at the Phone Provisioning tab, that's it.
 
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Works!!! Thanks.
 
hello I had a problem with a Snom D765 with Back light always ON . I found an error in the 3cx template file snom.ph.xml here
<option value="Always Off">
<item name="blktime">off</item>
<item name="blkidle">0</item>
<item name="blkidlecol">5</item>
<item name="dimtimer">1</item>

The correct value to have Backlight OFF must set to 0 not 5, I've ckecked and it works.
I hope this is useful to correct the xml template.
Thanks Best Regards
 
capsec said:
hello I had a problem with a Snom D765 with Back light always ON . I found an error in the 3cx template file snom.ph.xml here
<option value="Always Off">
<item name="blktime">off</item>
<item name="blkidle">0</item>
<item name="blkidlecol">5</item>
<item name="dimtimer">1</item>

The correct value to have Backlight OFF must set to 0 not 5, I've ckecked and it works.
I hope this is useful to correct the xml template.
Thanks Best Regards
Click to expand...
Hi!

You are right, if you set the value to 0, the display with go off immediately instead of dimming as it is now.
This though is not a mistake, it was a conscious decision. Snom asked us to not turn the display off completely. The reason is so that the user knows if the phone is working or not without having to press something to turn it on.

But if you want it off, as you said, just change the parameter.
 
Hello
but honestly I prefer to have the ability to turn off the dislay, in the options however there is this option. You can turn it on always ,never or dimming, otherwise the option always off have not sense.
Thanks regards
 
Nicolas Jene said:
My distributor just opened a case at Snom support. They did some tests and did not find out anything. They mentioned that it might have something to do with overriding the Phone template ... I have no clue.

But let me explain my setup (my company and a customer are affected):

We do have Snom D765 and D785 phones in our installation. We are using Sophos XG and SG firewalls (problem is, that is not so easy changing the DHCP options on the XG firewalls as it is for the SG firewalls).

On our DHCP service (Sophos firewall), I configured the following options:

DHCP 66 (Provisioning Link)
DHCP 132 (Setting the VoIP VLAN to 222)

All phones are connect using SBC because our telephony system is located at OVH.

After a restart, the phones are in a loop. If I am disabling the DHCP 132 option, the phones start normally but are in the wrong VLAN (which causes automatically some issues because of some firewall rules).

Everything started AFTER loading the new firmware of Snom. So I want to know now HOW TO GET BACK to the old firmware if 3CX and Snom are doing fingerpointing and nobody is responsible for this issue. Our Yealink phones working perfectly ...so the truth must be somewhere between 3CX and Snom.

Very unprofessional, I have to say ...

Best -Nicolas
Click to expand...


Yes, we are almost using the same setup with Sophos SG and DHCP...
 
CONFIRMED solution: (while DHCP option 132 remains active):
Open Extension > tab Phone Provisioning > scroll down and Enable 'Enable VLAN for WAN PORT' and fill in the phones vlan id, in our case 5.


Thanks for this solution, saved us a lot of pain after upgrading to V16 last week we had this with Snom D3x5 phones.

The extensions settings say "Configure your VLAN settings below for WAN PORT VLAN ID (numeric vendor dependant - Snom can be empty, allowed values are 1-4094)" Clearly not correct!
 
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beurle said:
CONFIRMED solution: (while DHCP option 132 remains active):
Open Extension > tab Phone Provisioning > scroll down and Enable 'Enable VLAN for WAN PORT' and fill in the phones vlan id, in our case 5.


Thanks for this solution, saved us a lot of pain after upgrading to V16 last week we had this with Snom D3x5 phones.

The extensions settings say "Configure your VLAN settings below for WAN PORT VLAN ID (numeric vendor dependant - Snom can be empty, allowed values are 1-4094)" Clearly not correct!
Click to expand...
Glad to hear that you got it fixed!

Just a small explanation about the caption, Snom DOES allow empty values. The problem with DHCP Option 132 though is that when the phone boots, it gets VLAN ID X during the boot, the when it reads the provisioning file it sees VLAN ID Y, phone gets confused and reboots, causing a boot loop.
Even if the parameter in the provisioning file is empty (Y = ""), the new snom firmware still considers it different to X which has a value from the Option 132.
That is what snom has changed from the previous firmware.
 
So will DHCP option work again in the near future?
 
It does now, but you have to put the VLAN info in under phone provisioning | VLAN configuration. Snom allows empty values but then assumes VLAN 1
 
beurle said:
It does now, but you have to put the VLAN info in under phone provisioning | VLAN configuration. Snom allows empty values but then assumes VLAN 1
Click to expand...

Yes, but in my opionion this is only another way/workaround to use the VLAN.
Regarding the 3CX documentation, VLANs should also work again with DHCP option.
 
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