Extension keep changing from registered to unregistered

[djansen1987]

hope that someone could help me out with my issue,

We are having problems with our 3cx system that it is not stable. i enabled e-mail notifications on status changes.


Now i get 60 to 100 mail a day that a extension has changed. Don't know where to begin looking for my problem.

My configuration:
Server: HP Proliant
Host: server 2008 SBS standard 4 nic cards
Virtual: Virtual Box (latest update)
virtual os: Server 2003 standard
3cx phone system 11 installed on server 2003 standard

Nic Config:
Nic 1, server 2008 SBS
Nic 2, Disabled
Nic 3, Disabled
Nic 4, Briged in virtual box to server 2003 (same subnet)

Thanks in advanced.


(e-mail example
---------------------------------------------------------------------------------------------
(0) PROTON_PBX 6/21/2013 9:43:15 AM

Event source: 3CXPhoneSystem

Extension 127 is unregistered, removed contact: sip:[email protected]:5061;transport=udp
---------------------------------------------------------------------------------------------
(0) PROTON_PBX 6/21/2013 9:44:08 AM

Event source: 3CXPhoneSystem

Extension 127 is registered, contact: sip:[email protected]:5061;transport=udp
---------------------------------------------------------------------------------------------
(0) PROTON_PBX 6/21/2013 9:26:44 AM

Event source: 3CXPhoneSystem

Extension DialCode is unregistered, removed contact: sip[email protected]:5488
---------------------------------------------------------------------------------------------
(0) PROTON_PBX 6/21/2013 9:26:44 AM

Event source: 3CXPhoneSystem

Extension DialCode is registered, contact: sip[email protected]:5488
---------------------------------------------------------------------------------------------

 

[leejor]

You don't specify what type of set/extension you are dealing with. Is it happening on just one extension? Did it just start, or has it been happening from day one?

By default, 3CX wants devices to re-register every 30 minute,s or less. If they don't, then they are considered "gone". Many devices will "obey" the re-registration time the the PBX "suggests", some do not and have to have that setting configured manually.

 

[craigreilly]

So does 3cx see both NICs? I had some issues with multiple nics enabled and found 3cx happier with just 1 visible nic.

 

[GeoKyp]

Got the same problem...extensions keep unregistering and registering every 10 minutes or so. Using Cisco phones; SPA303, 502, 504 & 525.

17-Oct-2014 21:51:01.092 [CM504001]: Endpoint IvrialCode: new contact is registered. Contact(s): [sip[email protected]:5488 / DialCode]
17-Oct-2014 21:50:10.700 [CM504001]: Endpoint Extn:113: new contact is registered. Contact(s): [sip:[email protected]:5060 / 113]
17-Oct-2014 21:50:10.598 [CM504001]: Endpoint Extn:301: new contact is registered. Contact(s): [sip:[email protected]:5060 / 301]
17-Oct-2014 21:50:10.481 [CM504001]: Endpoint Extn:221: new contact is registered. Contact(s): [sip:[email protected]:5060 / 221]
17-Oct-2014 21:50:10.343 [CM504001]: Endpoint Extn:222: new contact is registered. Contact(s): [sip:[email protected]:5060 / 222]
17-Oct-2014 21:50:10.214 [CM504001]: Endpoint Extn:223: new contact is registered. Contact(s): [sip:[email protected]:5060 / 223]
17-Oct-2014 21:50:10.188 [CM504001]: Endpoint Extn:302: new contact is registered. Contact(s): [sip:[email protected]:5060 / 302]
17-Oct-2014 21:50:10.046 [CM504002]: Endpoint Extn:113: a contact is unregistered. Contact(s): []
17-Oct-2014 21:50:10.046 [CM504002]: Endpoint Extn:221: a contact is unregistered. Contact(s): []
17-Oct-2014 21:50:10.044 [CM504002]: Endpoint Extn:301: a contact is unregistered. Contact(s): []
17-Oct-2014 21:50:09.994 [CM504002]: Endpoint Extn:222: a contact is unregistered. Contact(s): []
17-Oct-2014 21:50:09.994 [CM504002]: Endpoint Extn:302: a contact is unregistered. Contact(s): []
17-Oct-2014 21:50:09.991 [CM504002]: Endpoint Extn:223: a contact is unregistered. Contact(s): []
17-Oct-2014 21:50:02.087 [CM504001]: Endpoint Conf:700: new contact is registered. Contact(s): [sip:[email protected]:40300 / 700]
17-Oct-2014 21:49:58.045 [CM504001]: Endpoint Extn:112: new contact is registered. Contact(s): [sip:[email protected]:5060 / 112]
17-Oct-2014 21:49:57.767 [CM504001]: Endpoint Extn:225: new contact is registered. Contact(s): [sip:[email protected]:5060 / 225]

What's the problem and how do you fix it?? leejor mentioned about devices reregistering every 30 minutes. How do you change configuration on what is the best value to have to avoid this problem??

Thanks!

 

[leejor]

SIP devices handle re-registration times in various ways. Some take their cue from the server upon the initial registration and will re-register as they have been instructed to do, overriding any previous settings. Some require manual intervention (setting). I've found a lot of devices to have 1 hour (3600 seconds) as a default, but not always. As I stated previously, the default time that the 3Cx PBX will wait for a re-registration is 30 minutes, so it's good with anything less than that, otherwise it assumes that the device is no longer available to receive calls.

This is not to say that your devices don't have some other (timing) setting that is also incorrect.

Were these devices manually configured, or did you use an auto configuration file generated by 3CX?

 

[GeoKyp]

Thanks for the prompt reply!

Something else I need to mention, everything was working fine and this happened after a month or so. This is the second time this happens within the same time frame.

The devices were manually configured as CISCO devices have some issues with provisioning.

Where can I find this configuration file? also, where can i find and change the time for re-registration? instead of 30, what is the correct value to use?

Thanks,
George

 

[leejor]

The devices were manually configured as CISCO devices have some issues with provisioning.

I have not used the particular Cisco set that you have so some of the terms used may be different. in the Linksys/Cisco sets/ATAs, the parameter is called Register Expires, and the default seems to be 3600 seconds. All of the Linksys devices I have used will ignore that and re-regsiter as 'instructed' by the 3CX server.

Where can I find this configuration file?

A configuration file is generated by 3CX when you first create an extension and choose to use auto-provisioning. The set has to be told where to download this file from. You also need a router/DHCP server that is capable of option 66. This sends a message to devices as to where to find the tftp server/directory.

http://www.3cx.com/sip-phones/dhcp-option-66/

what is the correct value to use?

Generally anything 30 minutes (1800 seconds) or less. I usually use 1700 if set it manually. Lower manual settings will generally override a higher setting sent by the server.

 

[GeoKyp]

leejor,

Apologies for bombing you with all these questions but i am an amateur on 3CX so please bear with me! Thanks!

I have not used the particular Cisco set that you have so some of the terms used may be different. in the Linksys/Cisco sets/ATAs, the parameter is called Register Expires, and the default seems to be 3600 seconds. All of the Linksys devices I have used will ignore that and re-regsiter as 'instructed' by the 3CX server.

on all CISCO phones, i see 3600 in a parameter called "Hoteling Subscription Expires" and "Register Expires". This is ignored in my case as well as it is overridden from 3CX parameters; hence the register and unregister every 40-50 minutes and sometimes even more frequently.

A configuration file is generated by 3CX when you first create an extension and choose to use auto-provisioning. The set has to be told where to download this file from. You also need a router/DHCP server that is capable of option 66. This sends a message to devices as to where to find the tftp server/directory.

http://www.3cx.com/sip-phones/dhcp-option-66/

I read the link you provided but unfortunately i cannot understand what i'm supposed to do and got lost...!!

In any case, what i did, is: Navigated to Settings / Phone Provisioning / Templates - i then select the models of the devices i have at the premises. I found a field called "Register_Expires".

<!--# The "Register_Expires_1_" field specifies the length of time (in seconds) the phone will be registered with 3CXPS. The phone will attempt to re-register with 3CXPS before this time expires. The provisioning template sets the value to 900 (15 minutes). Valid values are any positive integer.-->
<Register_Expires_1_ group="Ext_1/Proxy_and_Registration">120</Register_Expires_1_>

I changed the parameters from 120 to 1700 hoping that this will aid me with the problem I am facing. I am not sure if this will do the trick but what I am worried about is the dialcode and other services that register and unregister. After doing so, i reprovisoned all the extensions (latest CISCO firmwares installed and added the correct link for provision). Provision works as i got the 3cx logos on all devices.

Once i did the abvove and reprovisioned the phones, i log on phone web UI and see that the "Register Expires" changed to 1700.

I need to get these working the soonest because the company has 15 extensions and operate a call centre with approximately 150 incoming calls per day and another 100 outgoing calls per day.

What's your opinion on the above?

Thanks in advance!!

 

[leejor]

If you created an extension in 3CX, and a template for a particular set (MAC address) was generated, then the settings that were sent to the set should be correct. All of the issue that you have been having have been assumed to be incorrect provisioning of the sets. If that was the case, then you should see the sets register every 1700 seconds (28.3 minutes) which is below the 30 minutes that 3CX "gives up" on an extension and assumes it is no longer available.

Check the server log and see how often the sets are now re-registering.

 

[GeoKyp]

With the CISCO phones, extension has to be created on 3CX and then manually on CISCO web UI. Then all details have to be filled in - MAC Address, provision URL, etc. After this I provision all phones and settings are accepted on CISCO extensions through 3CX. I modified the template that is already available on 3CX (Register Expires field from 120 to 1700).

At the moment most extensions still register and unregister but some continue though an interval of 50 minutes. This also applies on soft phones (windows).

Another concern I have is the fact that all services act in the same manner; see log msg below.

Extension SP0 is unregistered, removed contact: sip:[email protected]:40000;rinstance=30e1210cc90cd0ab

This applies to all system extensions (SP0 - SP9, 700, 777, etc).

Is this behavior normal?

Also, when extensions register and unregister all call lines drop while the extensions have all BLF's and lights lights blinking red until they register again.

 

[lneblett]

GeoKyp-

No your experience in not normal......maybe.

System extensions should not be becoming unregistered and then re-registering on a continuous basis. If you are running V12 on a system not using a Server version of Windows, then you are likely using Abyss as your web server rather than IIS. As a result, the system will restart itself early every AM in order to clean the cache at which time the system services/extensions will restart and register again.

It would be helpful to know a number of things:

1. What version of 3CX are you running and what service pack level?
2. What model of Cisco phones and what firmware version?
3. What is the configuration of the system running 3CX - hardware, NICs, OS, etc.
4. Is the Windows firewall off? Or at least does it have the necessary entries to allow 3CX to run?
5. What router is in use?
6. Can extension to extension calls be made?
7. Is there an anti-virus software package running? Are the exclusions set to avoid the 3CX folders?
8. Have you checked the Windows logs?

With regard to the phones, in most cases you only need to create the extension in 3CX and then go to the provisioning page and fill out the fields. Having done this you then merely need to go to the Phones tab and see if the phones have shown up and if so, then assign to the desired extension. I suggest that you do a factory reset on them first. If they do not show up in the Phones tab, then you can go to the phone itself and in the web interface of the phone you can locate the provisioning tab and simply fill out the URL location for the server and ensure that the setting is for HTTP. The rebooting the phone will cause it to seek out the 3CX server and load the configuration automatically using the info that you filled out on the provisioning page earlier. You do not need to populate anything other then the provisioning server (3CX).

The URL will look something like: http://192.168.0.1:5000/provisioning/XXXYYYZZZ/$MA.xml
I have also attached a screen shot of a Cisco and how it will look.

The 192.168.0.1 in the above is an example and you will need to substitute your 3CX internal IP address in its place. The XXXYYYZZZ is also an example as you will need to insert the unique folder name in its place. The folder is located in program data (which is usually hidden, so you may need to go to the control panel, folder options, view, and then unhide). You then navigate to program data, 3CX, Data, HTTP, Interface, Provisioning and there you will find the folder with the unique name that needs to be entered in the above. You can enter into this folder and you should see a file that is using the MAC address of the phone that you provisioned within 3CX. This is the file that the phone will pick up and use.

Here is a link to provisioning Cisco phones (SPA models):
http://www.3cx.com/sip-phones/cisco-spa/


You have an apparent system issue with the 3CX server and there is no need to mess around with the registration setting of the phones. It would have been helpful to have stated that the same thing was happening with the softphones and, more importantly, the system extensions much earlier. There is something within the system that is causing 3CX to restart and the clues may be found in the WIndows logs or perhaps the 3CX Server Event Log.