Can't connect IP phone or VoIP client (Zoiper) with Cloud install

[JW Web Services]

I have a Google cloud install of 3CX PRO, and I have SBC on location to handle local phones (Windows 11). I can connect to the PBX using the 3CX client and admin login info, but when I try to connect with a IP phone (Gigaset Comfort 550 IP) I can't get it to work. This phone used to connect to my PBX when the PBX was on the Amazon network, so I know it can. It used to connect directly, not needing the SBC. But since switching the PBX to the Google platform, I can't get it to work no matter if I try via the SBC or direct.


After switching the event viewer to Verbose, I can confirm that the phone is trying to connect, but is receiving an authentication failed. I am using the same login information and can login to the web console with the information, so I know the username and password is correct.

07/01/2025 12:43:57.168 AM

[CM102001]: Authentication failed for AuthFail Recv Req REGISTER from 127.0.0.1:5080 tid=4837ddaf8c3ee254da500c8ec059d5ab Call-ID=471057963@192_168_1_***: REGISTER sip:127.0.0.1:5060;transport=UDP SIP/2.0 Via: SIP/2.0/UDP 127.0.0.1:5080;branch=z9hG4bK-524287-2---4837ddaf8c3ee254da500c8ec059d5ab;rport=5080 Via: SIP/2.0/UDP ***Removed for security***:51589;branch=z9hG4bK-524287-1---tunneltid;rport;tnlid=sbc.8a47a512 Via: SIP/2.0/UDP 192.168.1.***:5060;branch=z9hG4bK4837ddaf8c3ee254da500c8ec059d5ab;rport=5060 Max-Forwards: 68 Record-Route: <sip:[email protected]:5080;user=proxy;uri=sbc.8a47a512> Record-Route: <sip:[email protected].***:5060;user=proxy;tnlid=sbc.8a47a512> Contact: <sip:**@192.168.1.***:5060> To: Home<sip:**@***Removed for security***> From: Home<sip:**@***Removed for security***>;tag=1752676644 Call-ID: 471057963@192_168_1_*** CSeq: 33 REGISTER Expires: 180 Allow: INVITE, ACK, CANCEL, BYE, OPTIONS, INFO, SUBSCRIBE, NOTIFY, REFER, UPDATE Proxy-Authorization: Digest username="**",realm="3CXPhoneSystem",algorithm=MD5,uri="sip:***Removed for security***",nonce="414d53590003d58045:a2f8af636110eee805c9e8c7ebfc2310",response="4a34927c66e3cb02070a546aa459c99f" User-Agent: COMFORT 5xx IP/42.263.00.000.000 Content-Length: 0 ; Reason: Credentials don't match, check that authorization-ID and password match the ones in extension settings

I have already tried:

• Creating a new extension
• Resetting password
• Setting and removing the SIP ID to see if this would change anything
• Tried logging in with both Extension ID and email
• Tried connecting directly and via SBC (above log is via SBC). Both give authentication failed with the same reason

Is there a field for the extension password and/or is this different than the login information for the webclient? Other than having a different password for the extension, I can't figure out why it would be failing authentication. As I said, I can log in with this information in the web portal. So the login information is 100% correct.

 

[KyriacosS_3CX]

Hello,

Firstly, yes the username/password for IP phones is not the same as the extension they will be connecting too.

Secondly, please use the SBC connection method, it will be the most reliable.

The guide here provides the steps needed:
https://www.3cx.com/docs/manual/ip-phones/?utm_source=chatbot&utm_medium=referral#h.gwqg1qvtfjy7

Best,
KS

 

[JW Web Services]

I followed the guide and configured the IP Phone under the user, same results. Can you please confirm that this is correct in the phone?



OK it took some diddling around. I finally got it configured. The Authentication Name takes the auth ID, and username is the extension number. So in the above image, the auth ID and extension number are reversed. Thank you KyriacosS_3CX

3CX must have changed something in their earlier versions of ver. 20. I used to be able to connect this phone directly without issues, and didn't have to register the phone as an IP phone under the user.

 

[fortech]

Hi, for what it is worth

V20 vs earlier releases do have modest adjustments in the admin interface / compared to prior versions of 3cx. So older documenation can be ~misleading or less relevant / and ... refer to current docs where possible is ideal.

Debug - using web app or smartphone 3cx app is usually a great first step to confirm PBX functionality (ie, independent from physical handset issues)

physical handset phones - either need to have an SBC in the LAN for smooth config, or to be a supported model 'router phone' - and in all cases the physical phone needs to have current firmware installed / which is supported config with 3cx for smooth operation and deployment.

Routerphone setup is a bit different in ~latest 3cx compared to in the past. Following the current docs is helpful with getting a good config in place.

trying to 'make it work' with non-routerphone physical handsets / and no SBC is 'discouraged' in the sense that - it is technically possible 'maybe, if you are good and do it perfectly', but it is complicated to setup / fiddley to maintain / and totally defeats the purpose of a modern phone system with 'low touch deployment and maintenance'. - and is of course an unsupported config so might break ~anytime in future with updates / and kind of increases your risk of 'arrgh why are the phones broken?'

So. Just footnote comments in case this might be in any way helpful.

Tim