HotDesking Phone - Login Success But Error

[Ascent Support]

Good Afternoon,

Thank you in advance for any help with this issue:

Since Friday morning we have been having issues with hotdesking phones, the steps we go through are:

Login to the phone using *77*ExtensionNumber* this then asks for the pin and the pin is provided followed by #, this then states that the login is successful and usually the phone would reboot and then come up with the user name and allow incoming and outgoing calls.

However the phone does not reboot and the number stays as the default of HD0000#. This is not affecting provision phoned to user extensions and even from the HD phone you can phone internal. When you go to look at the 3CX Hotdesking section it even shows the user is logged in so its communicating correctly with the server just not on the way back. If you reboot the phone manually to try and force this through it still stays the same.

Phones used: Fanvil X3S
3CX Method: Google Cloud
Diagnostics,: have factory reset the phones, check network ports, switches, deleted and recreated HD numbers, checked user permissions in 3cx.
Locations: Multiple Sites

kind Regards

Peter

 

[YiannisH_3CX]

Hello @Ascent Support

How are the phones provisioned to the server? Are the provisioned through VPN as local SBC or STUN?
Also what is the firmware the phones are running and what is the exact version of the PBX? You can see the build number on the Dashboard under the information column.

 

[Ascent Support]

Phones are provisioned through 3 SBC's one at each site for failover
Firmware: 2.4.0.5572
PBX: Professional Annual 15.5.13103.5
Updates: Fully updated

 

[YiannisH_3CX]

Did you assign the phones to the extensions using PnP or did you manually input the provisioning link into the phones?

 

[Ascent Support]

PNP

 

[YiannisH_3CX]

Everything looks correct on that end then. And it all sounds correct on the provisioning apart from the phone not changing name. The phones should not reboot anymore when a user logs in. Only the screen lights up to indicate that something is happening and the phone picks up the correct settings.
The fact that you can perform calls means that the phone is provisioned. If no user is logged in to the device then calls are forbidden. Do you see the correct extension calling when performing a call?
Also are you using the latest SBC software? I did try it my self with 2 different Fanvil devices and the phones behave correctly.

 

[Ascent Support]

Could i ask when this change was made that phones would not reboot because if recently then this could be down to a firmware issue with the specific phones? Which phones did you try this on please? We can only perform Internal calls not external calls and i am just testing if the caller ID is correct.. SBC version when running the updater says all is up to date.

 

[YiannisH_3CX]

The phones stopped rebooting since they were introduced for hotdesking i believe. They will only reboot during initial provisioning but not during the log in / log out process.
I tried this on a Fanvil X3s and a Fanvil X4 both running firmware 2.4.0.5572.