Solved Cannot get Grantstream GXP1760W to work, not sure what's going wrong

[NDCPS]

Hello,

I followed the instructions here (https://www.3cx.com/sip-phones/grandstream-gxp17-series/) exactly.

It should also be noted that it isn't showing up under the phones tab, but is showing up under phone provisioning with the extension.

The phone is on the same network as the 3CX connected via wi-fi, but the plug and play didn't seem to be working so I used SIP - STUN and that hasn't worked either.

Thank you in advance for your help

 

[YiannisH_3CX]

Hello @NDCPS

Make sure that the phones are on the same local LAN subnet to make sure that PnP is working. You can use the following guide to troubleshoot that.
https://www.3cx.com/docs/plug-and-play-ip-phone/
Since the phones however are on the same LAN then you should provision them as local devices to avoid routing and audio issues.
If PnP does not work then you can manually add the provisioning link in the phones web interface of use DHCP option 66

 

[Lee Cramman]

For PNP to work the server must be on the same LAN or you must use a SBC.

If you STUN provision you must check your event log immediately after after provisioning to make sure there isn't a warning. I have had a great deal of problems with STUN provisioning on Grandstream phones...

Assuming the install is local or you are on a SBC I would delete the extension from 3CX, factory reset the phone, reboot the phone and try PNP provisioning again.

 

[NDCPS]

Okay, I re-provisioned to Local Lan and it's still not working. I followed the directions per @YiannisH_3CX's post, but can't find "sip.mcast.net" after using the "netstat -g" command.

I'm now going to attempt Lee Cramman's advice just to see if it works, and the phone still isn't showing up under phones automatically. Could this be because I'm connecting the phone through Wi-Fi? I manually provisioned on Local LAN and it's still not working.

Not sure what I'm doing wrong. Thank you all for your help.

 

[Lee Cramman]

Okay, I re-provisioned to Local Lan and it's still not working. I followed the directions per @YiannisH_3CX's post, but can't find "sip.mcast.net" after using the "netstat -g" command.

I'm now going to attempt Lee Cramman's advice just to see if it works, and the phone still isn't showing up under phones automatically. Could this be because I'm connecting the phone through Wi-Fi? I manually provisioned on Local LAN and it's still not working.

Not sure what I'm doing wrong. Thank you all for your help.

Check that the IP address of the phone is in the same range as your 3CX server (and the subnets match) and that you are able to ping your phone from the server.

Also, make sure that the phone's IP address has not been blacklisted by 3CX.

Finally, make sure that you have selected the correct network interface when you provisioned the phone and make sure that the address shown here resolves to your server when connected via WiFi.

 

[NDCPS]

They are both within the same range. I can ping the phone from the 3CX server. The IP address has not been blacklisted. I set the network interface to mysite.3cx etc. How do I check if that resolves to my server? (Sorry if that's a dumb question)

 

[Lee Cramman]

They are both within the same range. I can ping the phone from the 3CX server. The IP address has not been blacklisted. I set the network interface to mysite.3cx etc. How do I check if that resolves to my server? (Sorry if that's a dumb question)

There are no dumb questions .

Some phone web portals have network test tools (I don't have a Grandstream to hand to check if they do). Failing that the easiest way would be to connect a laptop to the WiFi and ping mysite.3cx to see what it resolves to.

However, before you try that it's worth trying the IP address rather than mysite.3cx when provisioning to see if that makes a difference. I'm wondering if your DNS setup is what is tripping this process up.

edit: Although that still wouldn't explain the lack of PNP. I would consider trying wired networking just to eliminate WiFi as the cause. It may be that the WiFi AP isn't passing broadcast messages.

eidt 2: It may be worth making sure the Grandstream is on the correct firmware.

 

[NDCPS]

Pinging the mysite.3cx resolves to public ip. Provisioning to the IP does not make a difference. It is on the correct firmware according to https://www.3cx.com/support/phone-firmwares/.

Edit: Did a factory reset to go through the process again and be absolutely sure I'm not making any mistakes, and I ran into both a configuration load failure and a network error.

Edit 2: Network error fixed, not sure what the configuration error even is. Followed the instructions through once again, still not working unfortunately.

 

[craigreilly]

Provisioning to the IP does not make a difference.

To the public IP or the private IP of the 3cx server?
If to the public - shouldn't work.
Do you have a DNS entry setup for the FQDN to route to the private address inside your network? (split DNS)
https://www.3cx.com/docs/creating-fqdn-split-dns/

 

[Tom Lee]

Only the Grantstream does not work? what about the other phone?

 

[NDCPS]

@craigreilly

It's going to the public IP. I'll take a look at that link you gave me thank you.

@Tom Lee

The webclient and mobile app both work fine, there is only a grandstream deskphone

@Lee Cramman

Tried a wired connection, that isn't working either.

 

[Tom Lee]

If tried a wired connection does not work for Local Lan Provisioning, I can only think of two things:
1.) Something is blocking TCP/UDP 5060 between the phone and the server.
2.) The template of the phone is not correct.

Webclient is using 443 and mobile app is using 3CX tunnel port 5090

 

[Tom Lee]

I assumed DHCP Option is setup and deploy correctly.

 

[Lee Cramman]

If tried a wired connection does not work for Local Lan Provisioning, I can only think of two things:
1.) Something is blocking TCP/UDP 5060 between the phone and the server.
2.) The template of the phone is not correct.

Webclient is using 443 and mobile app is using 3CX tunnel port 5090

I assumed DHCP Option is setup and deploy correctly.

Possibly a bit more blocked than that as PNP broadcast requests aren't getting through.

I wonder if the WiFi AP is working as a router rather than a simple AP. My next step would be to try the phone wired into the same network switch the server is plugged into but I must admit this has me a bit stumped.

 

[NDCPS]

@Lee Cramman

I apologize for the late response I've been out of the office. Is it possible that my port forwarding settings are messing this up? I tried forwarding 5060 on the ip address of the phone but that didn't work.

I also don't even think we're using DHCP, could that be the issue?

 

[Lee Cramman]

@Lee Cramman

I apologize for the late response I've been out of the office. Is it possible that my port forwarding settings are messing this up? I tried forwarding 5060 on the ip address of the phone but that didn't work.

I also don't even think we're using DHCP, could that be the issue?

DHCP is not essential but if your WiFi access point is acting as a router (and that you had to forward ports suggests it is) then yes, that would cause the issues you describe. If you're not using DHCP then how are you allocating IP addresses to phones?

Unless there is good reason your WiFi should be set up in Bridge / AP mode and should simply provide a wireless gateway to your LAN. There should be no firewall, port forwarding or DHCP options if you are in that mode.

What is the make and model of your access point?

 

[NDCPS]

It's a TP-Link C9. I was mistaken, there is DHCP set up, but I'm not seeing the phone under the DHCP client list oddly enough.

 

[Lee Cramman]

It's a TP-Link C9. I was mistaken, there is DHCP set up, but I'm not seeing the phone under the DHCP client list oddly enough.

That's probably because the phone is picking an address from the WiFi router rather than your main DHCP server (or vice versa).

That is really a consumer grade router meant for home use and it doesn't have a true access point mode (although it can probably be made to work as an AP). In the long term you might want to think about replacing it with something a little more suitable but for now I would suggest you have a look at this:

https://www.tp-link.com/us/faq-1199.html

Pay particular attention to disabling DHCP and making sure you are connecting LAN to LAN (not LAN to WAN). You may need to reserve an IP address on your main (wired) router / DHCP server for your wireless access point.

 

[NDCPS]

@Lee Cramman

I'll take a look at that. Thank you again for your help. In buying a future product, what type of router or access point should I look for?

EDIT: I'm looking at this document and realizing we may be having a pretty significant hardware problem.

 

[craigreilly]

In commercial setups, you should have a Router that just handles the network traffic in and out of the facility. Then you have a WAP with/without a controller. It simply passes DHCP from the Router or DHCP Server. (You may also have a separate firewall, or it may be built into your router)

The design and products used depends on the budget available.
You can use Mikrotik Routers which are fairly inexpensive, but a little harder to program.
But they seem to be powerhouses. I use an 8 core model on my network. I like this model because it has redundant power supplies. (Mikrotik also makes routers with Cloud Controllers build in for their own WAP's)

In a smaller environment, if the ISP is providing a modem with DHCP built in, then you need to add the WiFi part - a simple WAP (example: TP-Link EAP225 V3 Wireless MU-MIMO Gigabit Ceiling Mount Access Point). However, with home installs, you can run into Routing issues and public IP changes... usually you can not program the port forwarding on equipment locked down by the ISP.