Grandstream GXP and GRP Phones going Offline Daily

[bcarrico]

We have started checking "online" extensions first thing in the morning through the 3CX Management Interface because we have to reboot Grandstream phones so much. They just show go offline. A reboot of the phone fixes the issue every time. We even have the client "factory reset" their phones when they notice it. It has become a real pain. Is this something known between 3CX and Grandstream? Or could it be something on my end? The configuration is mixed between SBC's and VPN. We have very few Direct SIP units. I don't have any of these issues with other phone manufactures.

 

[bcarrico]

We had a similar problem with Grandstreams that caused us and our clients a whole heap of trouble. Are the phones getting a "No LAN cable" message on the screen? We also had some phones that would not show the error message but would lose registration completely/designed slightly large. It boiled down to the RJ45 port in the back of the phone being slightly loose. I would be inclined to believe that the patch cable probably has the ability to move around a lot in the RJ45 port. It seems like a weird and unlikely issue, but we had a batch of over 100 Grandstream phones that had this problem, which turned us away from this brand.

A good test would be to reboot/reregister the phone, and then wiggle the patch cable for a bit to see if it loses it's registration (Don't force it).

Yeah I don't think this is the culprit for us. We're still able to ping and ssh into them when they're unregistered. They have LAN, just lack a valid registration. It's very random for us as well.

 

[AlexanderReichert]

@bcarrico same here
this is how I could get that capture from the phone when it is in this "zombie" state.

just a search for 3cx re-register grand streams brings really old complains up where the phone simply forgets to re-register and the PBX unregisters the extension.

I have a feeling the firmware regressed into this old bug. Not all the time but in a certain constellation it will stop send re-register requests.

(BTW: I have still an open support case with Grandstream on that too - nothing earth shattering to report yet though)

 

[ChrisJay]

Hi Guys

I have the exact same problem at two different customer sites, effecting just a couple of random phones at each

Did you have any luck solving the issue? Have you tried reverting the firmware on the phones?

Thanks

 

[AlexanderReichert]

I still have a ticket open with Grandstream. However what they are asking for (syslog and package capture) is difficult to provide.

 

[cobaltit]

The only known fix at this point is to replace the phones with something not Grandstream. I wanted to like them at the price point and the US support but you just see issues with these phones that you don't see with Yealink. They cost more in the long run.

 

[ChrisJay]

Completely agree the Yealink is the way to go, we don't sell any Grandstream anymore due to the bugs but still have a few clients using them.

All the 3CX servers are on 16.4 or 16.5, however the sites where I am not experiencing this bug has Grandstream firmware still on 1.0.9.135

I have edited the latest Grandstream template to create a custom template that forces firmware 1.0.9.135 from the Grandstream website and applied to the problematic phones.
Won't be able to confirm if it has worked for a couple of days, but I have attached the template if anyone else wants to try it out.

Obviously not ideal to be using a custom template from a support point of view, but might buy some time until they fix and fix this bug

 

[ChrisJay]

I still have a ticket open with Grandstream. However what they are asking for (syslog and package capture) is difficult to provide.

Providing packet captures isn't realistic when the problem appears to occur randomly and often takes a couple of days before it does occur after a reboot

 

[jcayer]

I just wanted to bump this thread because we are having exactly the same issues with our GXP21xx phones.

Deployed at 4 different sites, all with local Linux installs of 16.0.5. All are using POE power with varying different switches. Random phones will lose registration. Only a reboot of the phone will bring it back. (rebooting the 3cx server doesn't help) Once rebooted, it will work perfectly for a random amount of time.

This only began with the 1.0.11.6 version of the firmware. ChrisJay, thanks for your template and help, I'm hoping for some response from Grandstream, but will move to applying your fix if nothing comes back soon!

 

[AlexanderReichert]

as I said my grand stream support ticket didn't go anywhere yet - I strongly suggest that everyone who now experience the issue opens a ticket with Grandstream. They don't take me serious.

and if 3CX support sees this - please revert your support fimware back to 1.0.9.135.
This is not just an inconvenience this is affecting the reliable of the whole phone system.

I did apply the template fix to some of the most important phones - but is is a pain in the rear. and will result in re-doing that all over again when we finally have a fix

 

[Brian Daneu]

I have the same problem as all above, i have three diffrent 3cx servers all updated and all have grandstream phones having issues all the grandstream 2170's are failed phone i have tried the custome template to see should know in about 1 to 2 days.

 

[AlexanderReichert]

I have the same problem as all above, i have three diffrent 3cx servers all updated and all have grandstream phones having issues all the grandstream 2170's are failed phone i have tried the custome template to see should know in about 1 to 2 days.

Please open a ticket with Grandstream!

 

[jbryant84]

Seeing this behavior at one customer with 30+ phones, 3CX and Grandstream GXP2170 phones are at latest firmware, 1.0.11.6. It's weird that we have other clients with the same phones, same 3CX version and firmware, and no issues. Definitely not network issues, as others mentioned the webui for the phone is still available. Simply bouncing the account from active to disabled, then back again isn't enough to get the phone registered again, we have to actually reboot the phone

 

[AlexanderReichert]

Seeing this behavior at one customer with 30+ phones, 3CX and Grandstream GXP2170 phones are at latest firmware, 1.0.11.6. It's weird that we have other clients with the same phones, same 3CX version and firmware, and no issues. Definitely not network issues, as others mentioned the webui for the phone is still available. Simply bouncing the account from active to disabled, then back again isn't enough to get the phone registered again, we have to actually reboot the phone

Yes that is exactly the behavior we and all other reported.
the only workaround so far that does work is the template forcing the prior firmware.
Not ideal by any stretch ...

 

[hanstps]

Hi,

i confirm the behaviour and like others we have this problem only with 2 gxp2160 phones out of a set of 12 phones on the same site. We have the habit to reboot all 3cx servers early, 4 am, in the morning. The problem stays. Our client has to reboot the phone and the webinterface is like you say available.

Alexander did you get any response of grandstream and can you pass the link to the message that you placed on the grandstream forum. I have a account so i can maybe reply to it so that grandstream will understand that this is a major problem. As you wrote, everybody with this problem should do the same.
It is not the first time that i am in dispute with them because they don't react.

Thanks
Hans

 

[AlexanderReichert]

Here is the link to the Grandstream forum post: https://forums.grandstream.com/t/grandstream-gxp-and-grp-phones-going-offline-daily/41409

in regards of the ticket: I told them that I am not successful to run all phones on debugging to local syslog until it happens.
they offered now in the moment it happens to do a TeamViewer session

 

[nowak68]

I thought that I went nuts, but then found this thread. I have exactly the same problem with Grandstream phones and tried almost everything . I`m gone try to revert to the old firmware, and test for a couple of days .
Regards,
Harry

 

[AlexanderReichert]

From 21 Grandstreams I moved our 6 most important onto the old firmware via the template solution above. (I just cannot have the users getting upset about this anymore) Now I am waiting that it happens to one phone on the newer firmware again. And of course it's not happening for 3 days now. It is like watching paint dry on the wall....

 

[nowak68]

From 21 Grandstreams I moved our 6 most important onto the old firmware via the template solution above. (I just cannot have the users getting upset about this anymore) Now I am waiting that it happens to one phone on the newer firmware again. And of course it's not happening for 3 days now. It is like watching paint dry on the wall....

I created a support ticket to 3CX and Grandstream for this issue and have referred to this thread and the one on the Grandstream forum .
Regards Harry

 

[AllianceLaundry]

I have this problem with our (7) 2160 phones as well. Just randomly loses registration but still reachable and still 'looks' like it's working...totally maddening to make each team member go to take a call and then have to reboot their phone.

 

[AlexanderReichert]

Amazing what this thread discovers. When it started months ago I thought I am alone with this.
I wish someone from 3CX would be able to look into this too. Not saying that it is a 3CX problem. But the new firmware was vetted by 3CX for usage and as long as we don't have a solution I think it would be nice to have that reverted to a firmware version that works on 3CX.
I am not quite willing to spent another $75 for a 3CX support ticket ...