Audio issues with W53H DECT Handsets and W80B Base Stations.

[Comp-Carlos]

Hey Guys,

Just looking for some troubleshooting tips to help ascertain as to why (almost on a monthly basis) our W53H DECT Handsets are no longer able to hear incoming or outgoing calls, this also goes for the callers on the other end of the phone. What seems to resolve the issues is just resetting our base stations from the DM web UI, but this isn't ideal.

Current FW version for the W80DM/B is 103.83.0.125
Current FW version for W53H handsets is 88.85.0.35
We still run V16 3CX on an on prem server, soon to be upgraded to V18.

Has anyone else dealt with this issue before? As a side note, we have a whole bunch of T46U Desk Phones (Yealink) which rarely experience any audio issues.

 

[cobaltit]

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Step one, run the firewall checker and see if it passes.

 

[JohnS_3CX]

While this would require captures from your end to see what exactly is going on, I think you should be fine rebooting them 1-2 since this is roughly on a monthly basis (until this gets sorted out).

But new firmware should be coming out soon which you can try and see if it improves the situation, after you have also upgraded to V18. If after these two upgrades you still have an issue, you can start looking into pcaps

PS: if the phones are in STUN, then ignore what I said above: the issues you notice are expected. Switch to SBC instead if you want these problems to go away permanently

 

[Comp-Carlos]

While this would require captures from your end to see what exactly is going on, I think you should be fine rebooting them 1-2 since this is roughly on a monthly basis (until this gets sorted out).

But new firmware should be coming out soon which you can try and see if it improves the situation, after you have also upgraded to V18. If after these two upgrades you still have an issue, you can start looking into pcaps

PS: if the phones are in STUN, then ignore what I said above: the issues you notice are expected. Switch to SBC instead if you want these problems to go away permanently

Hey John,

These phones aren't provisioned via STUN or SBC, they are on the Local LAN.

How would I go about getting some captures?

These dropouts seem to now be occurring on almost a weekly basis and it's affecting phones which are connected to a specific base.

I have a feeling that this is only affecting users who are on a specific W80B Base. For when I restart that base, calls can be heard again.

Taking a look at the cluster graph, I noticed something that might affect these phones.



All 5 Bases are in the same cluster, to allow for uninterrupted calls throughout the hospital. R5 which is the troublesome base, is on another level directly above R1 from a physical standpoint. It's on sync level 4 so I'd expect it to be between R4 and R3. Yet it's to the side of R1 making me think that, due to how close it is to R1 it should be on sync level 2.

I'll change the sync level of R5 to 2 and see if it makes any difference throughout the week.

 

[JohnS_3CX]

Since all the W80B bases need to connect to the W80DM manager over LAN, is there any chance that the packets from that base are not reaching the DM? (LAN dropouts, congestion, passing via different subnets/VLANs?)