Cant provision X3S/X3SP Phone

[Jake187]

Hi,

I'm having issues provisioning a phone after a factory reset. The 3CX instance(18.0) is hosted locally and is on the same subnet as the phone. It doesn't show up in the phone list in the management console of 3CX.

The phone is on FW: 2.14.0.7387 and i can login to the admin page on the phone so i know its on the network.

Thanks
Jake.

 

[JohnS_3CX]

Hi Jake,

If the phone is on the same network but it does not show up, the chances are that multicast messages are not reaching your PBX (or the PBX maybe has more than one NIC).

Learn more here: https://www.3cx.com/docs/plug-and-play-ip-phone/

 

[Jake187]

Hi John,

The PBX is Linux, has one NIC and sip.mcast.net is listed under its interface. It's connected directly to the same switch as the phone. The phone was brand new out the box and showed up originally when it was first plugged in and provisioned fine.

It then stopped ringing and receiving incoming calls but was able to dial out and showed up as registered so I decided to factory reset the phone and now it wont show up.

 

[JohnS_3CX]

It's quite possible that something on the network may be blocking the multicast messages from reaching the PBX.

Just to be on the safe side, restart the switch and 3CX machine when convenient, and later factory reset the phone again.

 

[Jake187]

I've just done the above but with no luck. Is there a way I can verify if multicast is being blocked?

Also can I register the phone manually?

 

[JohnS_3CX]

I've just done the above but with no luck. Is there a way I can verify if multicast is being blocked?

Yes, but you need the ability to packet capture on the switch, and analyze it in Wireshark.
And besides that, you need the ability to control multicast on your network equipment, otherwise confirming it won't really help with a solution.

An easier way to confirm it is perhaps the following:

1. Grab a plain unmanaged, cheapo 4 port switch (nothing fancy)
2. Plug the internet/modem on port 1
3. Plug the PBX on port 2
4. Plug the phone on port 3 and reset

If this works, then by process of elimination, you can then figure out which of your network equipment components might be stopping the flow.

 

[Jake187]

I've got a feeling this problem is specific to this handset as I was able to reprovision other handsets without issue.
I'll try what you have suggested and post the results later on.

Thanks,
Jake

 

[JohnS_3CX]

Oh one more thing Jake, check the management console and make sure the IP of the X3SP has not been blacklisted.

In this case, the multicast message will arrive but it will not appear for obvious reasons.