Fanvil X2 hot desking / login problem

[Lee Cramman]

We have a bunch of Fanvil X2 phones which we use in a small call centre. They've been great little phones and have worked very well in a hot desk environment for about 8-9 months until we upgraded to V16. V16 also came with a firmware update for these phones and we've subsequently upgraded to 16.1.

Our problem is that everything works fine for a few days (up to a week). After that some weird stuff starts to happen such as:

• Unable to log out of a phone
• Phone appears to be logged in but shows as logged out in console
• Difficulty joining and leaving queue
• If you log into a new phone it doesn't log you out of the previous phone
• This affects all Fanvil X2's but no other phones.

After this the only way we've been able to get each affected phone working properly again is a factory reset after which it is fine again for a few days (a reboot doesn't fix anything).

I can tell when a phone is affected as under "Phones" in the console the phone in question appears just with it's IP address (i.e. "192.168.x.x") and no longer says "via sbc 192.168.0.2:5060" after it.

Other hot-desking phones are working fine, it's just the Fanvil X2's that are affected.

Our setup is:

• Cloud install hosted by Google deployed via PBX Express
• Local SBC
• Professional 16SC
• Version 16.0.273
• Phones running most recent 3CX approved firmware

In terms of troubleshooting I've tried deleting and re-provisioning the phones but the only thing that helps is factory resetting, and then it's only a temporary fix.

I was hoping someone else had experienced a similar issue.

 

[Lee Cramman]

Not sure if bumping is allowed but... bump!

 

[JohnS_3CX]

Hi Lee,

Have all the X2 phones been affected so far or specific devices? How many of these are deployed at that site?

 

[Lee Cramman]

All affected, we only have one site.

All phones were bought brand new at the same time.

 

[JohnS_3CX]

Thanks, we provisioned an X2 in Hot Desking and will let it run for a week in a simulated office environment to see if we can replicate the behavior.

 

[Lee Cramman]

Great, thank you.

It's worth noting that a little while before exhibiting problems, the phone no longer says "via sbc 192.168.0.2:5060" after it in the list of phones and, also, the person logged into the phone appears in the webclient and in the list of phones as logged in on that phone but if you look at that same phone under hot desking it shows as "Available" as if no-one is logged in.

 

[JohnS_3CX]

Yup, duly noted as per original post which was well described. It's just a matter of time now to see if we can replicate the behavior here.

 

[Lee Cramman]

@JohnS_3CX

I may have resolved this. I updated our SBC (originally installed from a 3CX ISO) using "sudo apt upgrade 3cxsbc" and since then the problem has disappeared. It's probably too early to sure but it's looking promising.

 

[JohnS_3CX]

Hi Lee,

Still testing it here on our end, but I think we should call it a day. My attempts were all successful so far.

Meanwhile the new SBC is out on beta, I think you will really like it

 

[Lee Cramman]

Hi Lee,

Still testing it here on our end, but I think we should call it a day. My attempts were all successful so far.

Meanwhile the new SBC is out on beta, I think you will really like it

Cheers John, I'll come back if it starts happening again but I think the issue is now resolved.