Solved Grandstream GXP-2160 firmware issue

[Cel Push]

I am having issues with a Grandstream GXP-2160 IP phone, I can register the phone with config details and the phone receives voice calls without issue, however, I cannot make any calls from it to any extensions. I suspect this may be a firmware issue as I can see: "Not Supported 1.0.11.64" in the phones panel and the warning "You are using Unsupported phones or phones with custom templates which may cause issues."


The phone had automatically updated to firmware 1.0.11.64 (Grandstream current version), Grandstream advise that it is not possible to downgrade the firmware to anything below 1.0.11.40 after this update, 3cx does support this model (GXP-2160) however it only currently supports version 1.0.11.35.


Can you please advise if any updated firmware support is planned, if not can you please suggest a way to resolve this issue?

 

[JohnS_3CX]

Hi @Cel Push

The phone had automatically updated to firmware 1.0.11.64 (Grandstream current version), Grandstream advise that it is not possible to downgrade the firmware to anything below 1.0.11.40 after this update

It could be the firmware as we haven't tested that version, but it seems you're stuck with now either way so this is now a moot point.


Just to be sure though, unplug the phone and then log into its extension via your webclient or mobile client. Confirm whether the extension itself can make calls. If it can't then there's no reason to worry about the firmware just yet.

Also you haven't shared any info on your system nor have you given us a good description of the issue. "I cannot make calls" can be interpreted in many ways depending on what the problem may be: https://www.3cx.com/community/threads/post-in-relevant-category.115838/

 

[Cel Push]

Hi, sorry for not being clear on the details

3CX Version: Professional - 8SC
Server OS: Debian 10
3CX Server: Hosted in AWS EC2
IP Phone Make/Model/Firmware version: Grandstream GXP2160 FW version 1.0.11.64
Provisioning Method: STUN
Trunk Provider: Brightstar
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: Not sure


What I cannot do on this phone (GXP2160) is make any outgoing calls (extensions or external), I also have an old Grandstream GXP2100 FW version 1.0.8.6 which I have added as a Grandstream GXP2130 in phone provisioning, and it registers fine.

If I dial in to the extension that the IP phones are registered to, both will ring and I can pick up call on either and there is no issue there.

I have compared and matched the account settings in both phones so that they are identical.

On the GXP2100 I can call out (extensions or external) without any issue at all, however with the GXP2160 if I dial an extension, it appears to try to make the call but after approx 3 seconds the phone reports "No Response".

The only thing I can think of is a firmware issue as I can see this:



Please let me know if I can provide any further information and if you can help fix this issue.

 

[JohnS_3CX]

Hello,

OK so the first thing you need to do is move away from using STUN if possible. The fact that you have newer firmware I think is secondary at this stage.

Under STUN, some phones will work and others with identical settings will not. This is a typical issue we often see, and in some cases it can be avoided but in other cases it cannot (dependent on your ISP, CPE, and phone model).

The solution we provide to our customers is to use a 3CX SBC, which bypasses all the usual NAT and SIP ALG issues that affect STUN phones. https://www.3cx.com/docs/3cx-tunnel-session-border-controller/
Are you able to install an SBC at the site where your phones are currently located?

If not then you will need to perform a series of port forwards on your network equipment to prevent STUN from breaking, but that will still not be a guaranteed or reliable solution.

 

[Cel Push]

Hi I am unable to install an SBC at the site.

Do you have a direct download link for the 3cx supported firmware (v1.0.11.35) .bin file? so I can attempt to manually force the phone to that version.

I am happy to create a series of port forwards to make this phone work as there are a number of other accounts that work fine, the "test" phone GXP2100 is limited to 4 accounts, and this is the reason I am willing to attempt anything.

Are there any plans to support the new firmware as Grandstream have updated firmware to version 1.0.11.64 for all their GXP21xx series of phones, which are supposed to be 3CX supported.

 

[JohnS_3CX]

Do you have a direct download link for the 3cx supported firmware (v1.0.11.35) .bin file? so I can attempt to manually force the phone to that version.

I cannot recommend doing so, you risk bricking your phone for something that is probably not even firmware related.
Especially since the manufacturer says that its a one way upgrade, there are usually good reasons behind this there is no point in destroying perfectly good phones to solve a temporary situation.

I am happy to create a series of port forwards to make this phone work as there are a number of other accounts that work fine, the "test" phone GXP2100 is limited to 4 accounts, and this is the reason I am willing to attempt anything.

Ok, read this thread here carefully, you will find exactly what you are looking for.
If your ISP + modem + firewall is friendly enough, you will be able to manage it without an SBC.

Are there any plans to support the new firmware as Grandstream have updated firmware to version 1.0.11.64 for all their GXP21xx series of phones, which are supposed to be 3CX supported.

Yes there are plans to always upgrade the firmware for supported phones. We will eventually release an update and it will catch up to your version, or go higher. Probably after 3CX V18 Update 6 comes out.

 

[Cel Push]

Ok, read this thread here carefully, you will find exactly what you are looking for.
If your ISP + modem + firewall is friendly enough, you will be able to manage it without an SBC

Thank you for this.

As I now had 2 phones working on the same extension and same location
In 3CX panel, I changed User > Phone Provisioning > Your phones > {GXP2160} to:
Provisioning Method = Direct SIP (STUN Remote)
Local SIP port = 5069
Local RTP Audio Ports Start - End as 14020 - 14039
(The other phone is: SIP = 5060, RTP = 14000 - 14019)

I then added the following config on my local router:

• Used DHCP reservation for the GXP2160 > IP 192.168.xx.xxx
• Port forward phone's unique SIP port: UDP: 5069 > IP 192.168.xx.xxx (GXP2160)
• Port forward phone's unique RTP port range: UDP: 14020 - 14039 > IP 192.168.xx.xxx (GXP2160)
• Disabled any SIP ALG or SIP Helpers running on the router

This resolved the calling-out issue for me, hope it may help others facing a similar issue