Grandstream phones - 3CX firmware upgrade doesn't work

[PreviouslyAsterisk]

I have a mix of Grandstream, Yealink and Fanvil handsets - I only see this issue with Grandstream handsets.

A number of Grandstream handsets have outdated firmware, which is noted in the 'Phones' section of the 3CX control panel. The procedure I follow is to:

• select the phone
• press "+ Firmware"
• ensure the available firmware version is selected
• Press 'OK'

The phone will then reboot, but, does not apply the firmware update. 3CX does not show the phone as having the updated firmware version. I have tried this multiple times on the same devices, to be sure.

In the phone's control panel, I can see the firmware server path and config server path are set to the local 3CX server.

The handsets are GXP2140 and GXP21060s - the original firmwares include 1.0.5.33, 1.0.0.17, 1.0.4.16, 1.0.1.6 and many other versions - I have tested this upgrade procedure on several versions, just to be sure there isn't an issue with the starting firmware.

I have not tested performing a manual upgrade.

These phones are connected via the local network, not by SBC or anything else.

 

[YiannisH_3CX]

Hello @PreviouslyAsterisk

You will probably need a wireshark capture to see the communication between the server and the phone and determine the cause of the issue. Just make sure that the phones are provisioned using the 3CX default template.

 

[PreviouslyAsterisk]

Hi, thanks for your advice.

I have done a packet capture and can't see the handset requesting firmware updates from the local 3CX server (although, from the handset's web UI, this is the location set). However, I may be misreading it - happy to lodge a support ticket and upload the capture if you like?

Re. template - these are default templates for the handsets. I have no custom templates defined or in use.

I note from Grandstream's own site (http://www.grandstream.com/support/firmware) that they recommend a minimum version:

2. IMPORTANT UPGRADING NOTES:

- If the GXP21xx phone is on firmware 1.0.4.x or lower versions, please upgrade to 1.0.7.97 first.

With this in mind, should I follow their advice and upgrade the phones manually first, and THEN apply newer updates via 3CX?

If so - am I in danger of breaking the phone's configuration?

 

[YiannisH_3CX]

Well since the vendor suggests manually upgrading to a specific version before applying newer firmware then perhaps there is some limitation in previous firmware. I would follow their advice with a phone and see if you can then upgrade the firmware through the 3CX management console.