Cannot provision phones behind SBC

[mruffin]

Hi,

I have a new 3CX install which has an SBC connected to it. It seems to be connected fine, and we see phones populate in the phones list.

However when we assign extensions to the phones, nothing seems to happen.

The firewall check comes back OK. Is there anything else to check?

 

[cobaltit]

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

Are the phones on the corrrect/latest firmware?

 

[mruffin]

Yes the one I'm testing with is on the latest firmware release

 

[cobaltit]

Well if you see the phones but they won't provision and they are supported phones on the latest supported firmware then the first thing I would confirm is that you can reach the management console from the network the phones are on.

 

[Saqqara]

As above, in order for the phones to provision you need to open up the https port (port 443 or 5001) on the firewall protecting the 3CX server (this is not part of the firewall test)

Can you access the management console remotely.

Also check under options for the extension, that ' Block Remote Tunnel Connections (3CX App connections with Tunnel enabled & SBC will be blocked)' is unticked.

 

[mruffin]

- I can "see" the phones listed under phones on the 3CX server (listed normally as behind an SBC)
- I have manually updated one of their firmwares to the latest version to see if that helps (it doesn't). I've also factory reset the phone.
- I can browse to the management page of the 3CX server from the SBC machine (port 5001)
- I can try to assign an extension to one of the phones, but nothing seems to happen. All the phones are listed as "New", but with an extension assigned (as when you try and assign a different extension, 3CX advises that an extension has already been assigned to that Mac address)

 

[cobaltit]

What phones are they? And have you tried manually provisioning the phones?

 

[mruffin]

Yealink T29G. I've tried putting the provisioning link into the phone, but no change.

 

[JohnS_3CX]

Hi @mruffin

Try the following to learn exactly why they cannot provision:

1. Ensure they are on firmware 46.83.0.130
2. Ensure they are factory reset and the MAC is not assigned to any extension
3. Log on to the web UI of one of the phones
4. Find the packet capture feature and start the pcap
5. Then try to provision it again the from the 3CX console
6. After about 30 seconds or so end the capture and download it

What you are looking for in Wireshark while analyzing the capture file, is a NOTIFY message arriving from the PBX containing the provisioning URL, and then the phone making an attempt to download the provisioning file. If these events fail you will need to look accordingly and see what is stopping it