Cannot Firmware Update T33g

[brenulti]

Just for insight our initial install 3cx was installed on the customers data center, we had approx 50 phones all T33g's installed at this site. After adding another office we moved their PBX to AWS. We installed another 25 T33g's on a separate SBC. A new firmware 124.86.0.35 became available since we did both sites. Site 1 with 50 phones absolutely refuses to firmware update, site 2 no issues what so ever. The firewall configurations are identical. I have limited on-site visibility without going thru their IT. Any thoughts would be appreciated, or if anyone has some information as to the flow of traffic when performing firmware updates I can run some more troubleshooting.

Thanks in advance

 

[CentrexJ]

What is the old firmware they are on and have you confirmed there isn’t an interim firmware required to go to the current firmware?

 

[brenulti]

124.86.0.20 is what they are on trying to go to 124.86.0.35. When we were installing site 2 we adopted the phones with a much older firmware and the updated to 124.86.0.35 no problems.

 

[VictorC]

I have seen this before, and the only fix as to use a default firmware from Yealink and then update them again. This was on 46G phones tho.

 

[JohnS_3CX]

Site 1 with 50 phones absolutely refuses to firmware update, site 2 no issues what so ever.

Can you elaborate a bit on this please?

1. Do the phones start the update, then generate a failure message or reboot?

2. Or do they do absolutely nothing at all?

Depending on what happens you might have a couple of solutions available to you.

 

[brenulti]

@VictorC oddly enough the version listed on Yealink's website is older then the one supplied VIA 3CX.

@JohnS_3CX Nothing at all, nothing appears on the phone just acts as normal.

 

[VictorC]

I had to use one that was very old, it was a bug for sure.

 

[JohnS_3CX]

You have a couple of options:

1. You could gain access to one of those phones, and manually upload the firmware to it. If it succeeds, then obviously there was no problem with the phone+firmware combination. We will have to look elsewhere for the problem in this case.

2. You could then start a capture on one of the phones that refuses to update, and send the update command from 3CX. A couple of minutes later, you can stop the capture on the phone and then inspect it. You should see the phone trying to connect via TLS to the public IP of your PBX. If this fails, then the firmware will never complete.

3. A recent Let's Encrypt issue may be preventing them. We released a hotfix which takes care of this - make 100% sure that you installed the hotfix otherwise you cannot proceed. If you are not sure, send me your key in a private message and I can check this for you.




And here is a list of possible problems if you want to look more in depth:

• NTP issues: this breaks SSL and the firmware cannot be downloaded from the AWS PBX server
• Access issues: Internet restrictions on the phones LAN may be preventing them from reaching the PBX
• DNS issues: the phone might not be able to resolve the IP of the AWS server and cannot reach it
• Stability issues: the internet connection might be rate limited or unstable, causing the phone to give up on dowloading