Install of additionnal Grandstream GXP2170 phones and stability issues

[TAT-LU]

Dears,

Thanks in advance for your help and time on this matter that is driving me crazy bit by bit.

System in place :
- 3CX Pro perpetual 8SC 18.0 Update 5 (build 418) system hosted in the cloud and working fine for years now
- 2 offices connected with SBC running under windows
- Phones used for quite some time with no issue : Grandstream GXP2170
- users are part of queues

Situation : the client needed 10 more phones for additionnal users and thus 10 new GXP2170 phones were bought and added to the 3CX config

Result :
- 6 phones asked directly at provisionning to be updated from the default firmware 1.0.11.46 (unsupported) to the supported firmware 1.0.11.35 (supported)
- 4 phones didn's ask and stayd at the unsupported firmware version
- the 6 phones that upgraded to the supported version are working perfectly and the 4 other are working in a very poor and unstable way (freeze, lost calls, cannot pick up at times,pick up a call by itself,...)

I tried to upgrade manually the phone to the supported version by downloading the supported firmware on https://www.3cx.com/support/phone-firmwares/ then :
1 : direct upgrade
1.1 : logon to the phone
1.2 : I went to Maintenance - Upgrade and Provisioning then pressed the Start button for direct upgrade
1.3: I dragged and dropped the supported firmware downloaded previously
1.4 : failed result with message "recovery incomplete" on the phone during the upgrade process and no change regarding the firmware used on the phone

2 : https upgrade with settings used :
2.1 : Firmware Upgrade and Provisioning : Always check for new firmware
2.2 : Automatic Upgrade : Yes, check for upgrae every 60 minutes
2.3 : Start upgrade at random time : No
2.4 : Firmware Upgrade Confirmation : No
2.5 : Config - I didn't change the values and left TFTP with client.3cx.be:5001/provisioning/b0ufa5j3m5 and the credentials
2.6 : Firmware upgrade through https
2.7 : As Firmware Server Path I replaced client.3cx.be:5001/provisioning/b0ufa5j3m5/firmware/grandstream with downloads.3cx.com/downloads/v180/templates/firmwareupdates/grandstream
2.8 : I didn't put any credentials
2.9 : as Firmware file Prefix I did add gxp2170fw
2.10 : I pressed "Save and Apply" then "reboot" and ok
2.11 : the phone didn't reboot and stayed fully on, I tried multiple times through the web page and also by pressing the reboot option on the phone screen to no avail and thus in the end I unplugged the power cable to reboot it but the firmware didn't upgrade to the supported version.
2.12 I also tried to logon through putty to launch manually the upgrade (after switching tftp method (it should have been https as in the gui) to https then commit then upgrade but nothing happened either

3 : tftp upgrade with settings used :
same settings as point 2 except that I installed Tftpd64 server on a computer as advised by Grandstream doc and did put gxp2170fw.bin in the shared folder
3.1 : Firmware upgrade through TFTP method
3.2 : Firmware server path : 192.168.10.174 (ip of the computer with Tftpd64
3.3 : Firmware Prefix : gxp2170fw
3.4 : I tried again the "Save and Apply" then the "reboot" option of the gui but it didn't change and thus I unplugged the power and replugged it
3.5 : the firmware didn't upload and the logs of the tftp server gave the following relevant messages :
File <language.txt> : error 2 in system call CreateFile Le fichier spécifié est introuvable
Read request for file <agxp2170fw.bin>. Mode octet [05/11 12:59:13.886]
OACK: <tsize=44429760,blksize=512,timeout=1,> [05/11 12:59:13.887]
Using local port 65309 [05/11 12:59:13.887]
Peer returns ERROR <ize> -> aborting transfer [05/11 12:59:13.895]
3.6 : I also tried to manually launch the process though Putty SSH but to no avail (it was still in https with 3cx url and had to manually enter the settings)

4 3cx upgrade : I also tried to launch the upgrade process as advised on the 3CX console page in the Phones pages with the +Firmware option after selecting the devices but it didn't move at all, that's the first step I tried

Any help to get back this display asking for the firmware update when the phone is first added would be great or any help to put these firmware to a supported version and make them reliable would be nice too

Thanks for your help and any solution you might give me, I've been on this for days now and have nightmares about it.

Best regards,

Laurent

PS : In Systel I didn't find the license key used and active

 

[Evolute IT]

What firmware are those 4 phones? You may need to update in steps to bring them to the supported firmware.

 

[CentrexJ]

Try factory reset of phone and perform firmware upgrade first before adding to 3CX.

If they reconfigure back after factory reset then delete the phone under the extension provisioning to prevent that and wipe again before trying.

The 3CX instructions say to upgrade firmware first.

 

[JohnS_3CX]

Hi Laurent,

Some phones will come from the factory with a higher version than what we support.
DO NOT downgrade those ones, you see they are already refusing to accept the downgrade.
This is usually because the manufacturer released a newer hardware revision that cannot operate with older firmware.
The manufacturer documentation should clarify these details in case you need more info.

Try upgrading from 1.0.11.46 to 1.0.11.57 for now on those 4 specific phones (in order to fix the problems mentioned), and leave the rest as they are.

PS : In Systel I didn't find the license key used and active

Not sure what this is, doesn't sound like its related to 3CX.

 

[TAT-LU]

Hi, thanks for the info which is always appreciated
Could you help me to upgrade it in some way?
I did a reset to factory defaults and tried the following but it still didn't work
1 : I went to https://www.3cx.com/support/phone-firmwares/ and copied the link for the firmware https://downloads.3cx.com/downloads/v180/templates/firmwareupdates/grandstream/gxp2170fw.bin
2 : I connected through Putty to the phone, set upgrade method to http and URL to downloads.3cx.com/downloads/v180/templates/firmwareupdates/grandstream
3 : I then made a commit and upgrade with y to confirm but nothing happened
4 : I tried with Chrome :
4.1 : connection to the phone and change default admin password (mandatory)
4.2 : set the same values and the prefix gxp2170 for the firmware and pressed save and apply
4.3 :I did also a reboot of the phone but nothing happened

I did attach thepdf of the config page, if you could pinpoint my mistake I'd be forever grateful

Any alternative method that would work is also ok for me, I'm just in a time squeeze because all the phones must work for tomorrow morning

Best regards

Laurent

EDIT : I just tried to upgrade the firmware with the start button to version 1.0.11.57... and it worked! I didn't believe it but it did and now the phone is on 1.0.11.57.
Will this fix the phone issues? I did note that the latest available firmware is 1.0.11.64, should I upgrade to this latest version?

 

[JohnS_3CX]

1. Factory reset the phone
2. Visit the Grandstream Firmware Website and download the version I mentioned (found under previous firmware)
3. Upgrade to the version I mentioned and then you can provision the phone in 3CX.

Read the release note that the manufacturer has, they contain some warnings that should be read before you carry out the upgrade in case they apply to you.

 

[JohnS_3CX]

Stay on v1.0.11.57 for now on those phones. The latest is untested.

 

[TAT-LU]

Thanks for the support,
The phones are now working fine after implementing the solution