GRP2613's sometimes don't ring

[russellhurren]

Hi all

My client has 7x Grandstream GRP2613 phones. 3CX is running in a hosted VM at their ISP, and they have an SBC on an onsite VM. 3CX version is 18.0 update 3 (Build 461). Phones are on firmware version 1.0.5.93
A few weeks after commissioning, the client reported that the phones would no longer ring on incoming external calls - the lights come on, and they can answer the phone and it works as normal, but there's no ringtone. The ringtone on internal calls works as normal.
Rebooting the phones fixes the problem temporarily, and then it happens again a few weeks later.
I've tried connecting one of the phones directly without the SBC, but this phone behaves the same as the others, so I don't think it's an SBC issue.
Router is a Mikrotik HEX-S and SIP ALG is disabled.
Phones are all connected to an unmanaged 16 port FS brand PoE switch.
I've tried collecting a packet capture while calling a phone that isn't ringing, and can't see anything obvious. One of the staff members is away, so I've asked the client to leave that phone in a faulty state so I can test it.
Has anyone encountered this issue, or does anyone have any suggestions for troubleshooting.

 

[JohnS_3CX]

Hi Russel,

This is a known bug, Grandstream has already documented it and there is a planned fix in the next upgrade that we should release fairly soon.

 

[dschur]

Russel,
I'm having the same issue with GRP2612 phones. The issue is with external calls ringing.

If you don't have alot of phones, you can go to the phone and log-in goto Account / Call Settings / and change all to "Defaul Ringtone". This has fixed the issue so far, but is a pain if you have alot of phones.

Firmware 1.0.7.19 is available from Grandstream, but not realeased on 3CX yet. I have asked 3CX why they don't have it available. The new firmware states --> BUG FIX ● Fixed issue where using a custom ringtone would cause the phone to eventually stop ringing.

If anyone from 3CX is reading this post, why isn't firmware 1.0.7.19 ready to use for this version of Grandstream phones?

--Daniel

 

[qbitnetworking]

I'm having the same issue. I reached out to Grandstream support and they said the hardware I have is incapable of downgrading to 1.0.5.93 (the latest compatible version according to 3CX console) and that this issue was resolved in 1.0.7.19. Should I try upgrading to 1.0.7.19 anyway and see if that helps? My customer is missing a lot of important calls due to this issue. Also I will try setting the ringtone to default and seeing if that helps. Thanks @dschur

 

[qbitnetworking]

@JohnS_3CX, do you know if there will be an update to this soon? I just sold a whole system with these 2613 and the trick to change the default ringtone doesn't stick.

 

[dschur]

@JohnS_3CX, do you know if there will be an update to this soon? I just sold a whole system with these 2613 and the trick to change the default ringtone doesn't stick.

I just sent another query to 3CX support asking about the firmware update. -no answer as of today.
Please send a ticket off to 3CX support, maybe several people asking will get them to move on this.

As for the update not sticking, turn-off auto-updated in the maintenance tab on the GRP2613. This will keep 3CX from sending updates to the phone, including changing the ringing preferences. The only downside, any updates in 3cx will have to be done either manually by clicking on provisioning or turning it back on. If you only have a handful of phones this won't take long; don't forget to set the ringing back to default after you make this change.

Another option, setup and use Grandstreams GDMS. You can use the Text Editor to go through each phone fairly fast. I did over 150 GRP2612 phones in less than an hour after I set-up GDMS. To set-up GDMS you will need MAC and S/N of each device. If they are new devices. My GRP phones went right in, I had a little issue with my GXP phones, I needed to turn on TR-069 and set the server in the older GXP phones. GDMS is a free cloud app from Grandstream to support end devices using TR-069.

 

[qbitnetworking]

Awesome. Thank you for the great advice. I will turn off the auto updating and if that doesn't work, I'll try the GDMS software.

Also I would submit a ticket but unfortunately I am still just an affiliate so it would cost me $75. I'm hoping this thread gains some traction since I'm sure this is affecting everyone with this model of phone.

 

[qbitnetworking]

I just sent another query to 3CX support asking about the firmware update. -no answer as of today.
Please send a ticket off to 3CX support, maybe several people asking will get them to move on this.

As for the update not sticking, turn-off auto-updated in the maintenance tab on the GRP2613. This will keep 3CX from sending updates to the phone, including changing the ringing preferences. The only downside, any updates in 3cx will have to be done either manually by clicking on provisioning or turning it back on. If you only have a handful of phones this won't take long; don't forget to set the ringing back to default after you make this change.

Another option, setup and use Grandstreams GDMS. You can use the Text Editor to go through each phone fairly fast. I did over 150 GRP2612 phones in less than an hour after I set-up GDMS. To set-up GDMS you will need MAC and S/N of each device. If they are new devices. My GRP phones went right in, I had a little issue with my GXP phones, I needed to turn on TR-069 and set the server in the older GXP phones. GDMS is a free cloud app from Grandstream to support end devices using TR-069.

As for the "Auto Update" setting, I see two options under Maintenance:

• 3CX Auto Provision is set to Yes by default. I want to assume this is the one you're talking about.
• Automatic Upgrade is set to No by default. This sounds the most like "Auto Update" which is why I wanted to clarify with you.

Thanks again!

 

[Evolute IT]

Another option, setup and use Grandstreams GDMS. You can use the Text Editor to go through each phone fairly fast. I did over 150 GRP2612 phones in less than an hour after I set-up GDMS. To set-up GDMS you will need MAC and S/N of each device. If they are new devices. My GRP phones went right in, I had a little issue with my GXP phones, I needed to turn on TR-069 and set the server in the older GXP phones. GDMS is a free cloud app from Grandstream to support end devices using TR-069.

Old GXPs need a reset to enable TR069 if you don't set it manually.

Important Note: this scenario is not supported by 3CX and provisioning from two places can create conflicts and issues. Be aware.

 

[JohnS_3CX]

The new firmware has been released, v1.0.7.33

 

[qbitnetworking]

The new firmware has been released, v1.0.7.33

This firmware is more compatible with 3CX? Has it fixed the ringing issue?

 

[JohnS_3CX]

Yes

 

[qbitnetworking]

Yes

Awesome thank you!