Cant add new Phones

[PaulJPS]

Hi we are running V18 and have recently noticed that we cannot add any new phones to the system. When I goto a user and add a new phone then select the phone and enter its MAC address and press OK nothing happens! The add phone box stays on the screen as if its not accepting the OK button. Tried a few different phones supported and not and on 2 separate 3CX systems.

 

[Alphabetic]

Have you tried another web browser and incognito?

 

[PaulJPS]

Yes I have tried it using incognito and two different computers so guess it cant be the browser.
Its very strange! never had this before. Its like the OK button does nothing after adding the Mac address and phone model!

 

[Alphabetic]

What antivirus you running?

 

[PaulJPS]

BitDefender Gravity Zone but that's been running for a while.

 

[PaulJPS]

Also Bitdefender does throw up any messages saying its blocking anything as it would do normally.

 

[Alphabetic]

Are you able to attempt from your mobile device? Or start Windows in clean boot?

 

[PaulJPS]

Also tried directly on the 3cx server and get the same. So that's 3 computers now. The 3CX server hasn't been restarted in a while so can try that later but odd that 2 different 3cx servers doing the same thing. What would windows clean boot prove if its the same on 3 computers?
Didn't know you can add a device from a mobile device...is that what you are suggesting?

 

[JohnS_3CX]

Check your 3CX dashboard: are all services running?

 

[GeorgeP_3CX]

Hi @PaulJPS,

Please note that from V18 Update 6 the passwords(Web Client, Auth ID, Auth password, Web page password) need to meet the following requirements:
"At least 10 characters long with no spaces and contain a lowercase letter, an uppercase letter and a digit"

Most probably what is causing the issue is a password that does not meet the above requirements.
Please try regenerating the passwords of the extension that you are trying to add an IP phone to and let us know.

Note: If you have another IP phone configured in the extension reboot it in order to get the updated configuration.

 

[PaulJPS]

The

Hi @PaulJPS,

Please note that from V18 Update 6 the passwords(Web Client, Auth ID, Auth password, Web page password) need to meet the following requirements:
"At least 10 characters long with no spaces and contain a lowercase letter, an uppercase letter and a digit"

Most probably what is causing the issue is a password that does not meet the above requirements.
Please try regenerating the passwords of the extension that you are trying to add an IP phone to and let us know.

Note: If you have another IP phone configured in the extension reboot it in order to get the updated configuration.

The user that I am trying to add a desk phone to has an updated strong password as required. This user currently has the 3cx app but wants a deskphone.
I also tried on another 3cx server which is having the same issue and selected a user that does not have a 10 character password so updated it and tried adding a phone and get the same issue.

 

[PaulJPS]

Check your 3CX dashboard: are all services running?

yes all services are running.

 

[JohnS_3CX]

Ok, create a brand new extension, do not change any of the settings. It's important to maintain the defaults.

Then try to add a phone there and tell us if that one was successful.

 

[PaulJPS]

Ok, create a brand new extension, do not change any of the settings. It's important to maintain the defaults.

Then try to add a phone there and tell us if that one was successful.

AH! Ok if I add a new extension I can then add the phone to it!
So what does that mean? I cant add phones to existing users/extensions?
Thanks for your help by the way

 

[JohnS_3CX]

I think it means that there is something missing on your existing extensions.
A validation is probably failing somewhere on the page or one of the other tabs.

Carefully compare the differences between the new successful extension across all tabs and settings, and the old one that that is failing to see what the differences are.

 

[PaulJPS]

I think it means that there is something missing on your existing extensions.
A validation is probably failing somewhere on the page or one of the other tabs.

Carefully compare the differences between the new successful extension across all tabs and settings, and the old one that that is failing to see what the differences are.

I have checked and double checked and all settings are the same but still cant add phone to existing extension. If I delete the ph0ne from the new extension I can re add it fine.

 

[PaulJPS]

I think it means that there is something missing on your existing extensions.
A validation is probably failing somewhere on the page or one of the other tabs.

Carefully compare the differences between the new successful extension across all tabs and settings, and the old one that that is failing to see what the differences are.

Just as a test I deleted a user/extension that would not allow me to add a desk phone to and then recreated that extension and then added the phone which worked fine using the same settings. So not sure whats going on but sounds like I will need to delete existing users and recreate them if they need a new phone :-(

 

[JohnS_3CX]

Before you delete them, find another extension that has this issue.

Then select the "broken" extension and the "new good" extension and export them.

You can compare the two exported extensions in the CSV, line for line, and see what is different.

By the way, you don't have any exclamation marks next to your extensions do you?

 

[PaulJPS]

Before you delete them, find another extension that has this issue.

Then select the "broken" extension and the "new good" extension and export them.

You can compare the two exported extensions in the CSV, line for line, and see what is different.

By the way, you don't have any exclamation marks next to your extensions do you?

Just taken one working and one not and exported. they both look the same apart from the one that does not work has an outbound caller ID, Queue Status is 0 whereas working is 1 and DID has a number.
I also notice that on the extension not working the DeskphoneWebPass is short! How can I delete or change this as there is no deskphone on the extension?
Also for the extension in question no I dont have an exclamation mark. I do on some others that I know needs to be sorted.

 

[JohnS_3CX]

Hi Paul,

On the "bad" extension, you can select it and click the Regenerate button on the top of the page.

This will generate new secure (and 3CX compliant) credentials for the extension, and if there was anything with a less secure password, it should now be resolved.

Then, try to add a phone again and tell us if it lets you now.