Solved Grandstream HT802 firmware 1.0.17.5 is not provisioning

[Eli55]

It was working fine before. Since i've updated the firmware and changed extension to FAX, device will not accept phone calls. What could be the issue?

 

[leejor]

What does "not accept phone calls" mean...it's ringing and answered but drops, or not even ringing? Was this working as a "normal" voice extension previously, and now you are wanting to use it as a fax? Do voice calls still work? Is this set as a fax extension? Is the ATA local to the PBX (same LAN)? What provider are you using, do they support fax? Have you looked at the 3CX Activity Log for error messages?

You need to provide more information.

 

[cobaltit]

Also provisioning means it's not pulling down the configuration, which if that is the case, would make sense it's not accepting phone calls.

 

[Eli55]

What does "not accept phone calls" mean...it's ringing and answered but drops, or not even ringing? Was this working as a "normal" voice extension previously, and now you are wanting to use it as a fax? Do voice calls still work? Is this set as a fax extension? Is the ATA local to the PBX (same LAN)? What provider are you using, do they support fax? Have you looked at the 3CX Activity Log for error messages?

You need to provide more information.

My apologies. Outgoing calls work, i'm able to send fax. Incoming calls go to the failover route instead of reaching 3cx system. Device is showing as New in phones tab. In device's gui, it shows

Provision:

Not running, Last status : Downloading file from url.

Yes it is a fax extension. It worked as a voice extension perfectly before i updated the firmware. ATA is local to the PBX. I'm using Flowroute with T38. Nothing in the log on incoming calls, it routes directly to my failover route which is not 3cx.

Also provisioning means it's not pulling down the configuration, which if that is the case, would make sense it's not accepting phone calls.

The config file was uploaded and it works. I'm able to place outgoing calls. It doesn't register as a phone with 3CX so incoming calls are failing.

 

[leejor]

If it is not even reaching 3CX, then you'll need to contact your provider to find out why the call is routing where it does.

 

[JohnS_3CX]

Start by resetting your device, and then follow the guide to provision it
https://www.3cx.com/voip-gateways/grandstream-ht-fxs/

Once its up, you should be able to call it's extension at least, or make calls from it to other extensions (regardless if it's a fax machine).

As for calls not reaching 3CX, you will have to confirm this with a capture first.

 

[Eli55]

Start by resetting your device, and then follow the guide to provision it
https://www.3cx.com/voip-gateways/grandstream-ht-fxs/

Once its up, you should be able to call it's extension at least, or make calls from it to other extensions (regardless if it's a fax machine).

As for calls not reaching 3CX, you will have to confirm this with a capture first.

I have done all those steps and can confirm that when using a FAX extension, it is broken. It works with a regular extension. Using the latest version of firmware on device and latest version of 3cx

 

[leejor]

You originally said...

Incoming calls go to the failover route instead of reaching 3cx system.

You also say...

It works with a regular extension.

So, are you saying that if a "regular", external, voice call, is made to the extension, it works, but f the originator is a fax machine, the call still does not reach 3CX?

 

[Eli55]

You originally said...

You also say...

So, are you saying that if a "regular", external, voice call, is made to the extension, it works, but f the originator is a fax machine, the call still does not reach 3CX?

Yes. Outgoing calls work for FAX extension but not incoming. The HT802 is also showing as new phone instead of showing it with an extension.

 

[leejor]

You didn't really answer my question.

 

[Eli55]

You didn't really answer my question.

When i connect device to a regular extension (user), the device registers in the phones tab and is able to receive calls. When i register it as a fax extension, the device doesn't register properly, shows as a new device and is unable to receive calls. Outgoing calls work for both regular extensions and fax extensions.

 

[leejor]

Have you tried manually provisioning, changing the "regular extension" settings, of the extension number and password, to that of a fax extension?

You say it doesn't register properly...what is the 3CX activity log showing when that happens...what error?

 

[Eli55]

activity log says:
[CM504008]: Fax Service: Fax.880 registered as sip:[email protected]

shows up as new phone in the phones tab and will not accept incoming calls

 

[YiannisH_3CX]

Hi @Eli55

Since you are registering the device as a Fax extension the device will be visible under the FXS/DECT section since your device is an FXS device. You just see the multicast request in the phones section as well which you can safely reject.
Now i am guessing that inbound calls are reaching the extension but since this is a FAX extension it re-invites for T.38 which the provider rejects so the call goes to the failover route.
Since you configured the device to be a FAX extension you should use to receive FAX calls not normal calls.

 

[Eli55]

Hi @Eli55

Since you are registering the device as a Fax extension the device will be visible under the FXS/DECT section since your device is an FXS device. You just see the multicast request in the phones section as well which you can safely reject.
Now i am guessing that inbound calls are reaching the extension but since this is a FAX extension it re-invites for T.38 which the provider rejects so the call goes to the failover route.
Since you configured the device to be a FAX extension you should use to receive FAX calls not normal calls.

Correct. I was not receiving fax calls, they were going over to the failover route. I finally fixed the issue by resetting the device via SSH. Previously i was doing a reset via web interface of the device. Since I did a SSH reset, the web interface on the device started working fast. Thanks

 

[YiannisH_3CX]

Glad to see the issue has been resolved