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

[iconline]

Hi there,

today I tried to update one of our snom 715 from firmware 8.9.3.96 to 10.1.37.11.
Unfortunately the update completed successfully, but after reprovisioning the phone ends in a reboot loop.

The following steps are happening:

1. Phone is getting IP of PC Vlan (10.1.4.88)
2. Phone is rebooting with VLAN ID 41 and QOS ID 7
3. Phone is getting IP of Voice Vlan (10.1.3.19)
4. Phone is starting Phone Application
5. Restart happens and phone proceeds with step 1

I already tried to reset the whole phone, but after provisioning with the 3CX URL the problem is happening again.

I also tried to disable LLDP and LLDP-MED on the switch ports like mentioned here:
https://www.3cx.com/community/threads/snom-760-firmware-8-9-3-57-rebooting-loop.48078/

Any ideas? Thank you in advance!

Kind Regards

 

[Nicolas Jene]

I had the same issue. Just updated the Snom phones with firmware 10.1.37.11 and then all devices rebooted permanently. After disabling DHCP Option 132 (saying that VLAN 222 has to be taken by the phone for VoIP communication) the phones booted normally. I have configured DHCP option 132 directly on my Sophos firewall (SG version) ... So there must be something wrong with the template or the new firmware.

 

[NickD_3CX]

Hi everyone,

We have brought this thread to the attention of snom. They would like to have a look and see what is causing these issues. They suggested that affected users should contact the snom Support Helpdesk.

In the meantime we will keep you posted on any updates we may have.

 

[Nicolas Jene]

Problem is, that I am not a Reseller or Telephone operator. I am not allowed due to Snom policies contacting the Helpdesk ... So that's really a mess now ...

 

[NickD_3CX]

Problem is, that I am not a Reseller or Telephone operator. I am not allowed due to Snom policies contacting the Helpdesk ... So that's really a mess now ...

I that case, as far as I am aware, you must go via your Reseller.

 

[AWS2P]

Hi,
i' have a Snom support ticket open with link on this thread since 4 days
#19801 Firmware update for 3CX use

 

[AWS2P]

Can you confirm if you have same problem as me on provisioning button no more working since you apply this FW on phones?

 

[Nicolas Jene]

@aws2p I can confirm. The reprovisioning is not working anymore.

 

[AWS2P]

Hi @aws2p

This is not something that changed provisioning-wise, I checked the old template and the new one.

You will have to take it up with Snom in this case. Note that the LCD does not have the option to control dim levels via template (even when comparing 8.9.3.96 to 10.1.37.11 templates)

    <!--########################################################-->
    <!--###           Phone LCD Backlight Settings           ###-->
    <!--########################################################-->
   
    <!--# The "use_backight" field specifies whether the LCD Backlight is always off, or whether the LCD Backlight turns off Automatically after a period of inactivity. Valid values are "on"==On but turns off after 20 seconds of inactivity, "off"==Always Off, "always"==Always On. The provisioning template sets the value to "on"==On but turns off after 20 seconds of inactivity.-->
    <use_backlight perm="">%%blktime%%</use_backlight>
    <dim_timer perm="">%%dimtimer%%</dim_timer>

You ask me to go to Snom side, and they answer me to customize template, so now "ping pong" party is started who give the final smash?

So can you give us a supported way with use of backlight decrease to 0 like it was before FWU and also take care about provisionning feature no more working since FWU applied and cherry on the cake fixing VLAN use generating infinite reboot since FWU.

 

[NickD_3CX]

You ask me to go to Snom side, and they answer me to customize template, so now "ping pong" party is started who give the final smash?

So can you give us a supported way with use of backlight decrease to 0 like it was before FWU and also take care about provisionning feature no more working since FWU applied and cherry on the cake fixing VLAN use generating infinite reboot since FWU.

Obviously this is part of the troubleshooting process of snom. Once they have determined what is causing the issue, either in the template or firmware, we will be releasing a template update that will hopefully include all the fixes to the issues reported.

For the time being, I would suggest you go along with the troubleshooting steps proposed by snom. Then once a template update is out, you will not need a customized template anymore.

 

[iconline]

Can you please describe the procedure to enable Option 132 and set it up to the phone so we can try to replicate it? Do you only enable the option in your DHCP server or do you also set it up under the phone provisioning settings as well? Also do you do any configuration in the web interface of the phone?

This Option 132 is only sent to the computer network via. DHCP, we are not using the phone provisioning option. We do not do any confitguration on the web interface of the phone, and only use the 3cx provisioning link.

 

[iconline]

BTW: Backlight is also permanently ON on all phones.

 

[AWS2P]

all these problems are on my support ticket open snom helpdesk, with no answer for now

 

[AWS2P]

for now the only thing you can set manually is to GUI the phone light to 0, setting is preserved after reboot

 

[AWS2P]

Spoiler: Snom Helpdesk Said

For the reboot problem with VLANs, we try to see what's wrong.

For the problem of backlight, the problem is that by default 3Cx freezes a lot of parameter, and therefore all that it does not put in the template is out of the frame. A priori now there are pro licenses that allow changes.
If you have a test phone you can make an adaptation of the backlight and if it is conclusive and stable you can decide whether or not to put it in production

 

[Nicolas Jene]

Spoiler: Snom Helpdesk Said

For the reboot problem with VLANs, we try to see what's wrong.

For the problem of backlight, the problem is that by default 3Cx freezes a lot of parameter, and therefore all that it does not put in the template is out of the frame. A priori now there are pro licenses that allow changes.
If you have a test phone you can make an adaptation of the backlight and if it is conclusive and stable you can decide whether or not to put it in production

Good lord, so we had a working version x and now version z is broken ... painful and very unprofessional (I would say from both sides: Snom and 3CX).

So I am curious what 3CX now tells us ...

 

[NickD_3CX]

In parallel with all users that are in contact with Snom support, we are also in contact with them and getting updates about the issues being reported.

The Snom team is still investigating the issues. There were no changes about the backlight provisioning on 3CX side and Snom is still in the process of trying to understand why it affected some models. The VLAN issue also is still under the investigation.

The Snom team may continue to ask for more details, so we advise that you still co-operate with the Snom Support Team.

Once the cause of the issues have been identified by Snom, the necessary adjustments will be made to have them addressed.

 

[AWS2P]

The Snom team may continue to ask for more details, so we advise that you still co-operate with the Snom Support Team.

i'm on a ticket with snom , and i just answer in same spirit you ask us to do, but for now they are quiet silencious on their asking for deep investigations.

 

[AWS2P]

I've got an answer from Snom helpdesk:

R & D researches why the 715 is affected because we have not changed the parameter with respect to 3Cx for the backlight, R & D does not understand why it affects the 715
And for the VLAN problem they are also on the problem

The concern of Backlight will be corrected by an update of the Template 3Cx. You should receive this soon (I have no delay but I think quickly because it is not a big adaptation) cordially

 

[NickD_3CX]

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.

 

[iconline]

Hi,

I can confirm that the backlights are all off now.

BR