extension unregisters but shows connected in phone gui

[AlexanderReichert]

phone in question are Grandstreams 21xx on newest supported 3cx firmware 1.0.11.3
3cx: 16.0.4.504
noticed lately (and I want to say it started after the last firmware update via 3cx) that extension out of the blue unregister from 3cx. Activity log shows that extensions unregisters.
However if I go to the Grandstream phone GUI it still shows that the phone is registered. I only can get the phone show registered again in 3CX after I reboot it.
Happens equally with extension that are local provisioned or STUN provisioned. no difference in behavior.

Any observerd something similar. any pointer why this is happening?

 

[JohnS_3CX]

Hi Alexander,

What I would recommend to do for troubleshooting is to factory reset the device, create a fresh extension, and auto-provision it there without changing any settings, as a local phone hopefully on the same subnet as your PBX. Make sure you are using our default templates, with all your PBX updates installed on V16U4 before you proceed.

Activity logs will show the device unregistering if it does not update its registration before the timeout, so the fact that the phone thinks it is still registered is a bit strange. That being said, I have a 2140 running in testing and it has been up for days, serving as good evidence that the firmware is stable.

You can also run a capture on the the actual phone's interface after it unregisters from the PBX and see whether it still talks to any SIP server (again I don't know your PBX/network setup because you haven't share any details on that) https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[leejor]

Activity log shows that extensions unregisters.
However if I go to the Grandstream phone GUI it still shows that the phone is registered.

This would happen if, say for example, the phone was optioned to register every two hours (this option is normally acquired upon the initial registration but may be overridden on the set), but, 3CX expected to to re-register every 30 minutes. The phone would be quite happy thinking it was registered for the full two hours, but after 30 minutes , 3CX would consider the set no longer registered.