Hang up problem on T46S phone

[JulienM]

Hello,
I have a problem on my only two Yealink T46S phones. Randomly (maybe once a week), the call is not hung up, and the call still appears in progress on 3CX. I'm unable to force stop the call in the 3CX console, I have an error. During this time, the user cannot receive a call. The only way is to restart the phone. Have you ever had this problem ?

Firmware : 66.86.0.5
3CX V18 (build 307)
3CX hosted on Azure, phones connected in LAN mode via VPN-IPsec (no SBC)

Thank you in advance

 

[JohnS_3CX]

Hi Julien

I'm unable to force stop the call in the 3CX console

This should be doable regardless of what the phone is doing

the call is not hung up

How does this appear on the phone?

he only way is to restart the phone

What happens when you restart it? does the 3CX call drop in the management console? After how long?

Please provide us with a more detailed description on these points so we can better understand the behavior.

 

[JulienM]

Hi,

How does this appear on the phone?

After hanging up the call, the phone displays the home screen and the call is cut off. However, the status of this extension always appears "in communication". In this state, it is possible to make an outgoing call, but it is not possible to receive a call.

What happens when you restart it? does the 3CX call drop in the management console? After how long?

Exactly, once we restart the phone, the call is droped in the management console. It is deleted after only a few seconds (2 or 3). Then the phone starts and the extension then appears "available".

 

[JohnS_3CX]

I would not be so certain that the end call message was received by the PBX.
It could be a networking issue, since there is a VPN involved here.

I can suggest a couple of things to check, but the most important would be to run a capture on the PBX, and when you end the call on the Yealink, stop the capture after a 10 seconds and see if a BYE message from the phone IP reached the PBX IP.

 

[LucasMacBeth]

We are having the same issue with one of our clients, it has only started since V18 and doesn't happen for every call.

Same handset model (Yealink T46S) but we found that the stuck call was cleared after we restarted the headset that is connect to the handset (Sennheiser) via a EHS

Not sure if it is directly related to the headset or the handset at this stage and is hard to capture as it doesn't happen all the time but when it does the phone continues to work as per normal except the stuck call shows as in progress and can't be killed.

Our Phone System is hosted in a private data centre with secure private links so the traffic is all local to the system.

 

[JulienM]

Hi,

I would not be so certain that the end call message was received by the PBX.
It could be a networking issue, since there is a VPN involved here.

I can suggest a couple of things to check, but the most important would be to run a capture on the PBX, and when you end the call on the Yealink, stop the capture after a 10 seconds and see if a BYE message from the phone IP reached the PBX IP.

Difficult to make a capture because the problem is random, this means that I can potentially let the capture run for 2 weeks. I had the problem again yesterday morning, and I had to restart the SIP service because restarting the phone didn't change anything.

We are having the same issue with one of our clients, it has only started since V18 and doesn't happen for every call.

Same handset model (Yealink T46S) but we found that the stuck call was cleared after we restarted the headset that is connect to the handset (Sennheiser) via a EHS

Not sure if it is directly related to the headset or the handset at this stage and is hard to capture as it doesn't happen all the time but when it does the phone continues to work as per normal except the stuck call shows as in progress and can't be killed.

Our Phone System is hosted in a private data centre with secure private links so the traffic is all local to the system.

Thanks for your return. On my side, T46S do not have a headset connected so it is possible that it does not come from there. Maybe a lead, you and I are on an on-premise type instance. I have a client who has had a T46s on a DigitalOcean instance with SBC for almost 1 year, they have never had a problem.

 

[JohnS_3CX]

You can use tshark to keep an ongoing capture active, until the issue occurs (can be file size limited to avoid overloading on your system).

Once that happens, you can stop the capture and analyze it.

I have tested one here but have not yet managed to replicate this issue