Handsets not provisioning after re-boot

[willmbanfield]

I was hoping someone could help with some insight into an issue we are having with a particular client.

We have used 3CX successfully for many years with many clients, but are running into an issue with a recent deployment.

Our customers have 8 sites, with one phone at each location (Yealink W70B with DECT handset). They use 3CX Pro, hosted in the Cloud with OVH, the same setup we run for all our customers.

When we first provision the phones, they work flawlessly. Unfortunately, we get an issue when the base station to the phone is powered off and back on. When the power is restored, the phone fails to provision with the server. When we try to provision manually, the same issue occurs. The only solution to make the phone re-provision is to flash the firmware on the device, which solves everything, with no issues until the next time the base station loses power.

I can't work out why the phones are failing to provision after the base station restarts.

As a little more background about the sites where the base stations are deployed: They are healthcare locations which use their own internet connectivity provider. Each site has an established VPN tunnel back to a central data centre, where most traffic is routed internally. Any traffic which needs to go out of the network then uses one leased line, meaning multiple sites share 1 public IP address. We have no access to the router on-site, or any of the data centre setup.

I simply need to find out what is causing the registration to fail on a power cycle, and why the same doesn't happen when we flash the firmware. This will then hopefully lead to finding a fix for when the power is cycled.

 

[Alejandro_3CX]

Hi @willmbanfield you may check the pbx event logs and try to compare a packet capture taken from the pbx and base station when the device registers OK and another capture when it fails, with this you may see whats the difference in the packets. This for sure will help you analyze further the issue.

Also, check that the device and handsets are using the supported firmware version available here.

I would also advise to check this issue with the vendor.

Have a nice day!

 

[hald9000]

You might also try deploying an SBC at one location as a test. Any PC that the customer has lying which meets the SBC requirements would be good for a test. A customer this large might even have a local VM Host then you could just ask them to make the Guest VM with Linux 3CX ISO which includes the SBC. You don't even need access to the VM Guest.

I know this does sounds strange to double tunnel; however, this has some benefits as you can see phones that boot on the LAN, but not are not configured, as all 3CX supported phones broadcast upon boot and SBC will pick that up and relay that to the phone system.

Also, any random NAT issues with the Customer Network will be by passed. Finally, this is a bandwidth saver as any phone calls between phones on the same LAN would then have their audio streams adjust to be phone-to-phone.