"Network Disconnected" occurring on one of 4 wired handset (X3S)

[Tech-works]

My customer is reporting line dropouts on one of their X3S phones, seemingly randomly (after 2, 3, 4 minutes of active call) and the error message is "network disconnected"

I'm trying to monitor the phone's connection but I'm struggling to find the IP address remotely - is there a way we can view this or do I need to ask the customer to navigate the phone menu?

 

[JohnS_3CX]

Hello,

If you go to your management console Phones page you should be able to see the LAN IP there via the SBC the phone uses.

Also if you go to the webclient Admin view and Users, edit the user and you should see the IP the phone has in the IP Phone tab.

PS: In case you are using STUN, please note that this is not supported on Hosted by 3CX - you need to use a 3CX SBC on site.

 

[Tech-works]

Hi John,
Thanks for that information, we are using STUN so I'll work with the customer and ask them to find the IP info on the handset.