HTek UC923 IP Phone issues

[noah.hett@cybertron]

I am currently working with a couple clients that have the HTek UC923 IP phone using 3CX. They currently have an onsite 3CX server. The phones are using 2.0.4.8.11 firmware on the phone. One phone is currently experiencing delays in audio and is experiencing dialing that can take up to 30 seconds when dialing out to external numbers and transferring calls. The other HTek phone is no longer ringing when calls come in from external numbers. They can answer the call when they see it come in on the phone but does not make a ringtone. When calls are transferred to them, the phone does ring. Originally they were having issues when their mobile phone 3cx would ring and along with the office phone. Now neither phone nor mobile 3cx app are ringing. If any more information is needed from me or anyone has any suggestions, feel free to let me know.

 

[cobaltit]

3CX Version? Onsite server and phones are in the same LAN/subnet? Is 3CX on bare metal, VM, Pi?

 

[noah.hett@cybertron]

3CX Version? Onsite server and phones are in the same LAN/subnet? Is 3CX on bare metal, VM, Pi?

I appreciate the reply!

They are running with the Professional Annual license ver. 16.0.9. Their 3CX server is onsite running on a bare metal machine. And all phones and server are on the same LAN, 192.168.0.x IP's.

 

[cobaltit]

Reboot the phones first, and if that doesn't fix it then try factory resetting the phones and re-provisioning. Those symptoms sounds like what can happen when the phones run out of memory.

 

[cobaltit]

For the mobile phone, is that in the office on the same LAN/WiFi or outside the office? Running the firewall checker might not be a bad idea if you haven't run it in a while.

 

[noah.hett@cybertron]

Reboot the phones first, and if that doesn't fix it then try factory resetting the phones and re-provisioning. Those symptoms sounds like what can happen when the phones run out of memory.

I have tried factory resetting and re-provisioning on the phone for the ringtone issue. I will need to try the same thing on the phone with delayed dialing.

 

[noah.hett@cybertron]

For the mobile phone, is that in the office on the same LAN/WiFi or outside the office? Running the firewall checker might not be a bad idea if you haven't run it in a while.

The mobile phone a personal iPhone that has the 3CX app installed on it. I believe I have run the firewall checker to no avail but will try again and see.

 

[JohnS_3CX]

@noah.hett@cybertron

Let us know how it goes with the Hteks after factory reset/reprovision is completed.

As for the mobile app, you might want to open a separate thread in our iOS forums section, so we don't mix the two subjects.

Please don't forget to provide us with full details as per here https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[noah.hett@cybertron]

Just a little more info for this thread, and IP phone info applies for both phones that are experiencing issues

• 3CX Version: Professional Annual 16.0.8.9
• Server OS: Windows 10 Pro x64
• Is the 3CX Server Hosted and where? Server is on local station
• IP Phone Make/Model/Firmware: HTek UC923 / Firm. Ver: BOOT--2.0.4.2(2017-01-05 18:41:00)
  IMG--2.0.4.8.11(2021-03-22 14:11:00)
  ROM--2.0.4.8.11(2021-03-22 14:11:00)
  DSP--9.0.3(Patch 1.0.16)
• Provisioning Method: Local
• Trunk Provider or Gateway Make/Model: AT&T IP Flex
• Has the Firewall Checker passed: Not yet, will need to run after hours as it will stop phone services
• Are custom Phone Templates being used: No

 

[JohnS_3CX]

Just to verify that your server is healthy, do you mind unplugging a couple of the Hteks, and having the users work with the Windows client for a few hours to see if the issue is replicated?

If we can eliminate the server+trunks from the equation, then it will be much easier to isolate the issue being the actual phones

 

[noah.hett@cybertron]

Just to verify that your server is healthy, do you mind unplugging a couple of the Hteks, and having the users work with the Windows client for a few hours to see if the issue is replicated?

If we can eliminate the server+trunks from the equation, then it will be much easier to isolate the issue being the actual phones

I did have them use the Windows client and they confirmed that they are not experiencing the same issue on there. They left the HTek phones unplugged and used those as a temp solution while I was working on the issue.