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HT-801 Fax

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Marduk201

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Hello guys i have a problem. i have a HT-801 that is set up as a ext. that fax's.. it was working fine for months but today for some reason its no longer registering. i have tried to deleted and rebuild the Ext and the FSX but still nothing. i have no error on the server or in HT-801. the server show the HT-801 as a new and with an ip of 127.0.0.1. and on the Ht-801 its shows not register,

any help would be great
 
Sorry i forgot to add all that..
we dont have VPN access to the Cloud hosted server.. so i read that you can set it up as an ext and it would work.. so i did and worked for some time. then i stopped working the other day. with no error or anything.. the thing i notices is that i can't tell if its hitting the server at all. there is no event of it hitting the server in the logs. i can see it pop up on the phone list as a new device but its has a 127.0.0.1 IP address.. all the other phones are working fine.. just not sure why this isn't working.

3CX Version 16.0.1078
Cloud hosted
Provisioning SBC
Firewall test Passed.
 
In the list of new devices is it bold? You could see also in the list of extensions if it is Green or Red.
Also, what exactly is the problem, with Faxing?
If yes, as you have set it up as a 'normal' Extension, hook an analog phone up to it and try dialing *777 or the VMail extension to check again.
 
the problem is that the HT801 is showing "not register" and in 3cx the ext is red. it dose show up in bold but it won't let me do anything to it.
 
The suspicions thing is that it shows the IP 127.0.0.1.
What I would suggest is first highlight the bold entry and press 'Reject' for it to go away, then factory reset the devices and go again.
127.0.0.1 is just not normal, so starting fresh with the device I think might be a good idea.
 
i had the same thought.. so i already tryed that.. i also rebuild the ext and the FSX and same thing. i also factory rest with other setting and then back.. its still the same. right now its working with it config to the Sip trunk provider but i need to get it back on 3cx.
 
Marduk201 said:
the thing i notices is that i can't tell if its hitting the server at all. there is no event of it hitting the server in the logs.
Click to expand...
So this says that one of several things happened, all involving a change somewhere ( firmware, hardware, or settings).

Is the 801 attempting to register at the correct destination?
Is something, port issue, firewall, blocking this?
Is the IP blacklisted by 3CX?
Do you have other, remote, STUN services that continue to function?
Have you tried moving the 801 to a different location?
Do all ports on the 3CX Firewall test pass?
 
ya.. that what is getting to me. i don't see anything form the active log.
this is what i do know.
the Ip address is on the white list. and there is a SBC on the local lan.
i have remote stun service enable but if that the case i would get an error in the log saying something.
im not using at 801. the fax as it own line that the inbound routes to.
yes all ports pass on the firewall
 
Ah, so the 801 is behind an SBC. In that case, the 801 would be set to register the IP of the SBC, which would then pass on to 3CX, STUN would not be involved. Do you have other sets, also behind the SBC that are working?
 
ya there about 8 phones. behind the SBC.. i want to ask you talking about the 801.. the 801 for me is the greeting IVR.. or did i miss something..?
 
ya tried that..
 
Just want to update on this.. i looked in to some thing. and im still lost. now i have 2 sites that are having the same problem.
It looks like the PBX is Blacklisted the IP. but its not reporting it.. i cleared the ban list but still nothing.. also can the SBC block IPs?
 
Just to be clear, we are talking about a scenario where the PBX is hosted in tha cloud and is publicly accessible over its WAN IP, and at the office site there is a 3CX SBC installed locally, via which the HT801 is connected. Correct?

Start from scratch and follow this guide here, one step at a time and don't skip anything at all:
https://www.3cx.com/voip-gateways/grandstream-ht-fxs/

You may use a normal extension for testing, so that it will appear under "Phones" while registered.

Then assuming you have correctly configured everything yet it still does not register, you should run a capture on the SBC machine and see if an attempt to connect arrives from the HT801. If not then I would suspect provisioning and networking which should be your next places to look
 
you are correct. we have 3 sites where we have this same scenario. where we programed and was working find. then after some time they each went down.. not at the time. we are not sure when then all when down it was reported to use on different days. when i first tried to debug the problem the PBX wasn't reporting that it was getting actively form the HT801 "as if it was blocking it" but i didn't see anything in the band IP list. do the client we had to get a work around to get it working again.. now on my server.. we had one HT801 working find but 1 day is just stopped working. with the same problem. working on it we rebooted the server witch runs te SBC and got it to connect again. now im not sure if that had anything to do with it but it was weird. the currently it is working fine. but we don't use the fax. its mostly to test setting..
 
Make sure the SBCs have a static IP because if it changes, the device will not be able to find the SBC and register.

Then check the device settings under FXS/DECT and ensure the correct SBC IP defined, while also leaving the default port of 5060 like below

1610529316000.png

Once you have confirmed everything is good, you will have to check that the device is actually sending registration attempts to the SBC machine (can be done via your firewall packet capture feature)
 
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