Fanvil handsets freeze periodically

[ThomasLeeIV]

I have a new installation of approx. 45 phones with 3CX Enterprise v16.0.6.655 that is hosted by 3CX. I'm using three Raspberry Pi 4 SBCs, with 10-15 devices per. All three are in the same building and on the same network/subnet, just different parts of the building so I put one in each part (and it's nice to have a little redundancy if necessary). I have 40 Fanvil X6U phones and 5 Fanvil X210 phones. Almost everything works as expected except for (currently) two of the X210s and three or four of the X6Us will randomly freeze up and become unresponsive to button presses. Anywhere from 30 seconds to 3-4 minutes later all of the random key presses will register on the phone and it will "catch up" and become usable again. Devices are powered by PoE and problem devices are not isolated to one specific SBC. All devices are on latest firmware and I have even attempted most recent Fanvil firmware (unsupported by 3CX), but the problem persists. Only thing I have not yet tried is a new handset for the extension in the same location.

Any thoughts or suggestions for further troubleshooting? Happy to answer any questions that might help diagnose the issue.

 

[ThomasLeeIV]

Was thrilled last night to see 3CX approve the most recent Fanvil firmware and have updated all devices, but the problem persists.

Switched one to wireless network to eliminate cabling/ethernet port/wall jack as possible culprits, but the problem persists.

I was even able to look at web interface as it was happening on one device and resources did not appear to be maxed out.

Begging for suggestions as my users are horribly frustrated.

 

[AWS2P]

Do you have enough poe budget on switchs ?

 

[cobaltit]

It's possible those handsets themselves are bad, so perhaps swapping extensions and see if it follows the hardware. But generally when you look through the forums you see issues more often with Grandstream and Fanvil which are budget friendly, but at a price it appears. We have some small deployments with Fanvil and they work for the most part (and a couple Grandstream) but we push Yealink or Snom whenever possible.

 

[ThomasLeeIV]

Do you have enough poe budget on switchs ?

I cannot imagine our Meraki switches not providing enough power, but one of the devices was moved to an AC power adapter and continues to exhibit the issue.

@cobalt -- I understand budget hardware having some tradeoffs, but 5 out of 45 sure seems like a high failure rate.

 

[Saqqara]

Have your tried to factory default the device and deprovision the phone

 

[rhickmott]

Haven't noticed any crashing but since 2.2.1 when a external call comes in from a Ring Group (can't remember if it effects internal calls) the phone will ring and it will take 2-3 seconds before the information is shown on the caller ID screen.

It's super annoying and I have had to downgrade handsets to 2.0.5 as the issue is still present in 2.2.10

 

[cobaltit]

@cobalt -- I understand budget hardware having some tradeoffs, but 5 out of 45 sure seems like a high failure rate.

True, but bad batches do happen. Swapping them with an extension that isn't having the problem is the easiest step to isolate where the issue lies.

 

[ThomasLeeIV]

I was just made aware by users that it appears to only be occurring on handsets that have paired bluetooth headsets to them. Others who have never paired a headset (or even turned on bluetooth) are not experiencing the issue. I've unpaired and disabled bluetooth on one of the devices with issues and will be monitoring. Fanvil support has certainly been less than helpful thus far unfortunately.