Fanvil X3S Not Answering Calls

[bobmanuk]

Morning All,

I have a Fanvil X3S with the latest firmware setup for STUN, Its the only phone in the office, all other extensions are ios/android softphone and are in use out of the office.

Phone firmware updated to the latest (2.10.1.6836) and doesnt show an error in 3cx phone interface, phone is provisioned properly, Date and time is correct. setup with a static IP.

Port forwarded from the router to the phone, SIP ALG is off.

3CX is 16.0.5.619 hosted in google from PBXExpress, firewall check on the PBX passes ok.

Any call, internal or external, Desk phone rings, when picked up on the deskphone, does nothing. Doesnt connect the call or stop the office mobile from ringing with the same extension.

I did a packet trace on the phone itself, opened in wireshark and during call setup, i see a few 415 Unsupported Media in Call Setup, I checked codecs and the Fanvil has them all listed, matched the first choice coded and made sure the PBX used the same one first. Still get the 415 unsupported Media.

Then in the completed state I dont see anything untoward.


This is what i get.

If the desk phone is used to dial out, it works just fine. Clear call no stuttering at all.

Anything i have missed?

Thanks

 

[JohnS_3CX]

Hi Bob,

I would recommend to run a capture on the PBX alongside the capture you are running on the phone device itself.

Do a quick comparison and see whether what the 3CX PBX sends, is actually what the Fanvil receives. It's probable that something in between the two is messing with SIP/NAT

1. By the way, is the capture in the screenshot above from the phone? I see 3 columns there where normally I would expect to see only 2: the PBX WAN IP and the phone's local IP in this case. I'm assuming this capture is from the PBX then

2. I also see too many 200 OK as if the PBX never received an ACK from the phone (in the PBX capture above). This would mean that something is blocking the ACK if you see the phone replying back to the PBX (in the device capture).

Hope this helps put you in the right direction!

 

[bobmanuk]

Hi Bob,

I would recommend to run a capture on the PBX alongside the capture you are running on the phone device itself.

Do a quick comparison and see whether what the 3CX PBX sends, is actually what the Fanvil receives. It's probable that something in between the two is messing with SIP/NAT

1. By the way, is the capture in the screenshot above from the phone? I see 3 columns there where normally I would expect to see only 2: the PBX WAN IP and the phone's local IP in this case. I'm assuming this capture is from the PBX then

2. I also see too many 200 OK as if the PBX never received an ACK from the phone (in the PBX acapture above). This would mean that something is blocking the ACK if you see the phone replying back to the PBX (in the device capture).

Hope this helps put you in the right direction!

I screen shot to crop out public IP address, re-uploaded the image with the IP addresses in, first, public ip, second IP of the phone itself, third, local ip of the PBX.

I havent done anything specific to wireshark to make anything display differently.

Ill get a capture from the pbx at the same time and take a look.

 

[JohnS_3CX]

Oh wait moment, was the phone setup as STUN in the extension's provisioning page?

The cloud PBX should not be sending its local IP to a remote phone unless it was misconfigured as "LAN" instead of "STUN". Please check this first, and reprovision the phone to ensure it receives the correct settings.

 

[bobmanuk]

Oh wait moment, was the phone setup as STUN in the extension's provisioning page?

The cloud PBX should not be sending its local IP to a remote phone unless it was misconfigured as "LAN" instead of "STUN". Please check this first, and reprovision the phone to ensure it receives the correct settings.

Definitely is. It would have been set to lan originally, but added the mac address and then changed it to STUN.

Checked on the phone itself. auto provisioning info is filled in and maches the above information.



Something isnt right, packet capture from the PBX, ultimately shows it ringing before i hang up (it forwards to the office mobile phone if no one answers) I was on the phone to the person at the desk phone and they definitely picked it up.

 

[bobmanuk]

as an update, i setup an x7 at home, i turned off alg, forwarded the ports, provisioned the phone, works fine. I really dont understand why the x3s isnt liking it.

 

[bobmanuk]

reconfigured another phone in the office and it works fine, i suspect the handset is bad and getting it sent back. Thanks for the help.

 

[JohnS_3CX]

Hi Bob,

I can say that the one I have here checks out, but I reset and reprovisioned it and made sure to use "PBX Delivers Audio" on the extension

There are only two nodes in my captures:

1.) Phone Capture: Shows public IP of PBX reaching the LAN IP of the Fanvil
2.) PBX Capture: Shows the LAN IP of the PBX reaching the public IP of the Fanvil

I'm not sure that your phone is bad, if you have the capture from your very first capture, you need to see the invite sent to the X3S and see what Contact IP the PBX sends. If it sent 10.154.0.2 then the phone is not in error.


Contact: should have contained your PBX Public IP
Connection Information: should have contained your PBX Public IP (if you enabled PBX Delivers Audio)

Can you confirm?

 

[bobmanuk]

All looks as you suggested to me.

I will have to test the phone we took out, properly to see, as im working from home, its difficult to do right now.

I just find it difficult to understand how an identical phone model setup with the same firmware and same manual auto provision method, would have 2 different outcomes.

im not loosing much sleep over it, as i have another issue with the new handset not displaying the numbers that are calling in. but thats for another thread, which i will be posting soon.