HT812 stops functioning over a few hours

[Callinectes]

I haven't been able to fully diagnose this yet, but we set up a customer with a HT812 and they claim that it is frequently going out of service. They keep rebooting it which brings it back online and then calling us. I have told them to call us first the next time it happens so that we can actually see what is wrong - I am guessing that it loses registration. Does anyone have experience with these devices and might know how to correct this behavior?

Grandstream HT812
Configured with connection to local SBC per documentation available on 3CX site (updated to most recent firmware and provisioned via recommended method)
Most recent version of 3CX v18

 

[JohnS_3CX]

Hello,

Check the following:

- Network (logical and physical cabling), internet connectivity, DHCP issues
- Device power supply and plug connection, replace if needed
- Confirm it does not overheat if it is stuffed somewhere behind furniture
- Confirm the analog phone / fax connected is using a good phone line cable, and it is NOT shorting out the ATA
- Ensure the SBC is healthy, and reachable from the ATA.

If frequent rebooting solves the issue it is usually either networking issues, or the device freezes due to some other factors like what I mentioned above.

When it stops working you should definitely check it during that time - it might not have stopped working but something else may be happening (hopefully get a very specific description of what they mean by "not working").

Let us know how it goes!

 

[Callinectes]

Thank you for the suggestions. The device is brand new and mounted on a wall in a cooled server room, so I doubt it's your 2nd or 3rd bullet points. I have asked to confirm good connections per your 4th point, and the SBC is a local VM servicing a number of other devices without problem per your 5th point. I am having them check on your 1st point.

 

[The Keymaster]

Thank you for the suggestions. The device is brand new and mounted on a wall in a cooled server room, so I doubt it's your 2nd or 3rd bullet points. I have asked to confirm good connections per your 4th point, and the SBC is a local VM servicing a number of other devices without problem per your 5th point. I am having them check on your 1st point.

My answer is not helpful, however I had the exact same problem. The brand new HT802 would work for a random period of time... and then it would stop responding. I even watched packets on the LAN for a clue. Nothing. Since I have new grandstream product on hand, I replaced the unit with another HT801 and the problem went away. Bad HT right? No. That same HT801 has been up and running for about 2 years in a similar environment with no issues at all.

 

[JohnS_3CX]

What firmware version are you running?