Fanvil X5U-V2 freezing - all black, top left red LED

[ACT512]

Hi, Over the weekend we deployed 105 Fanvil X5U-V2 phones powered by PoE. We've had roughly 5 occurrences in one day where the phones will freeze/become unresponsive, all lights go dark, screen is off and the top left Linekey LED turns red. The phone is completely unresponsive until power cycled.
We're running firmware 2.12.16.22. Some are router phones and some are not, it does not seem to make a difference.
does anyone have any ideas on troubleshooting or resolution?
3CX Version 20.0 Update 0 (Build 1458) Hosted by 3CX (32SC)

 

[PhoneMan123]

We've seen the same issues and the only solution for now seems to be replacing the phones. Sometimes a new V2 fixes the issue and sometimes not. We luckily have some old V1 phones that still work fine. I've got a ticket opened with Fanvil for this and they are wanting logs and PCAP files for debugging. It seemed to happen less on phones that had older firmware 2.12.16.4 but there are fixes for the the router phones in the newer firmware that we also need.

They had provided me an updated firmware for a different issue but that user still had problems with the router phone locking up on that firmware.

 

[ACT512]

We've seen the same issues and the only solution for now seems to be replacing the phones. Sometimes a new V2 fixes the issue and sometimes not. We luckily have some old V1 phones that still work fine. I've got a ticket opened with Fanvil for this and they are wanting logs and PCAP files for debugging. It seemed to happen less on phones that had older firmware 2.12.16.4 but there are fixes for the the router phones in the newer firmware that we also need.

They had provided me an updated firmware for a different issue but that user still had problems with the router phone locking up on that firmware.

We had one employee that had the issue re-occur every few hours. we downgraded her phone to 2.12.15.6 which seems to have fixed the issue. I don't want to do that on 100+ phones, but it might be the only solution.

Are you running V20?

 

[PhoneMan123]

No all of our installs are still on V18. If they are not router phones then the older firmware seems to work fine. We had too many issues with router phones not reconnecting after an outage on the older firmware.