Solved Grandstream GXP2616 - Provision issue

[HSM IT]

Hi

After upgrading 3CX to v18, all the IP phones needed new firmware, so I clicked on the users and then +firmware in 3cx.
After that, the users went Red the onces that i updated (see the below image), and the IP Phones disappeared on the phones tab in 3cx. Also, none of the IP Phones were upgraded.




We are unable to receive external calls but are able to make internal calls and external calls.
I manually updated the Grandstream IP phone through the web, factory reset it, and rebooted it, but it's not showing in 3cx web.


Also tried add phone option in 3cx but still not working

 

[The Keymaster]

Where is your 3cx server? Onsite? Your own vps? If you have mentioned this detail already, my apology
Also? Have you run the firewall checker to make sure everything passes (all green results, no red). I feel like since some stuff works there may be a DNS issue somewhere in the mix.

 

[JohnS_3CX]

Hello,



Versions like this were never supported by 3CX, you were supposed to upgrade the phone before even provisioning it for the first time as per our guide recommendations otherwise we have no clue what will happen when you try to upgrade it from your management console:




So please remove the phone from the extension settings, then follow the guide to do it from scratch for each phone that is missing.
https://www.3cx.com/sip-phones/grandstream-grp26-series/

If you still have trouble after doing the above, then read this and provide us with some more info so we can better understand the situation and see if can assist.

 

[HSM IT]

@JohnS_3CX @The Keymaster Thanks for your replies guys.

We have resolved the issue now. Restarting the 3cx sever helped us fix the issue.