Fanvil X4 no sound - Hosted 3CX

[ChrisPat]

We're having problems with no sound with Fanvil X4 phones on a hosted 3CX installation.
The caller at the other end can hear the X4 user - the X4 user can't hear anything; this is true when using both the handset and the speaker
The X4 user can hear dial and ringing tones successfully

On the same remote network as the X4 phones:
- Fanvil X5U phones work without any problems
- Soft phones, both iOS and Android work without any problems
- Web client works without any problems
- Windows soft phone works without any problems

Resetting and re-provisioning the X4 phone lets it work temporarily
X4 phones are at latest firmware - 2.14.0.7387
Firewall tests at both server and client are (unsurprisingly) successful

I've tried setting the X4 extensions' Options > Troubleshooting > PBX Delivers Audio
- doesn't make any difference (is a restart or re-provision of any kind required to make this setting take effect?)

Thoughts and suggestions gratefully received

Thanks

 

[Saqqara]

How are the phones provisioned - SBC or direct SIP (Stun)

If stun has you configured them the 3cx support way

If stun how many devices at the same location ?

Mobile apps and windows apps use the 3cx tunnel to communicate with the server, totally different setup than physical phones.

 

[JohnS_3CX]

You could start from here so we can better understand how the phones contact the PBX: https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[ChrisPat]

How are the phones provisioned - SBC or direct SIP (Stun)

If stun has you configured them the 3cx support way

If stun how many devices at the same location ?

Mobile apps and windows apps use the 3cx tunnel to communicate with the server, totally different setup than physical phones.

Thanks for the replies

Having read the link above, an SBC (Debian) has now been installed

 

[JohnS_3CX]

Hi Chris,

Let us know how it comes along, and whether the issues have been solved.

You can also disable this now on your extensions in case you had enabled it before: