D120 reboots every few minutes when PBX not local

[NeilEwing]

Hi

Anyone seen this issue or can help me with troubleshooting. I have seen this with a couple of customers where D120 handsets reboot every few minutes if the PBX is remote (hosted). I get no issues when the PBX is running locally though.

I have made sure LLDP is disabled etc. We are using DHCP Option 66 to configure the phones and no VLANs in use.

Thanks
Neil

 

[JohnS_3CX]

Hi Neil,

Just to eliminate it as a possible cause, remove DHCP option 66 from your network and continue to monitor the phones (after they have already been configured of course).

Also make sure you are using the latest firmware we support (10.1.54.16) and that you are using our default templates (no custom ones).

Finally, double check the power supply or PoE is not causing the issue.

 

[NeilEwing]

Hi

I have removed the DHCP option 66 but the reboot continues. Having observed the unit I see it does a proper reboot, it isn't crashing or loosing power, it is a graceful restart.

Standard template and 10.1.54.16 firmware.

Thanks
Neil

 

[JohnS_3CX]

Have you tried to factory reset a unit and see if it does it afterwards?

 

[NeilEwing]

I have indeed John. I have seen it before with a customer with the same model phone, but again, only if the PBX was remote.

We have it hosted in AWS Lightsail with some firewall rules to protect the system, however the settings look to be correct.

 

[JohnS_3CX]

Hmm I can't think of any obvious reason that this would happen, but I would try a couple of things to at least eliminate them from the list:

1. Move the exact same phone to another location (different network, different building etc) and see if the issue only happens at other environments too.

2. Once environment is eliminated, I would also run a capture on LAN port the device and see if the PBX had possibly sent any NOTIFY messages just before the reboot, that contained a command to reboot (highly unlikely).

3. Power starvation might still be a reason for rebooting, it won't look dissimilar from what you call a graceful reboot. An actual graceful reboot would show SIP messages of deregistration, so unless you observe these messages don't automatically assume it was a graceful reboot.