Solved New handsets not showing up

[GBC_James]

Hi
3Cx v16.0.8.9 on a Windows Server 2019 Standard box on prem (well actually in a data centre 5 miles away)

We have just taken delivery of some brand new Yealink T42S handsets. When I plug one in, it does not appear in my console as a new phone (ie in bold under "phones")
We haven't had tp provision any new phones for quite some time ((3 years maybe)

I factory reset one of our existing Yealink T42G phones, that was working just fine, plugged it back in, and this does not appear in bold as a new phone either.

All our existing phones are working ok, can make calls etc, and I can update names end other settings ok.

this problem only manifests with new phones that need to be provisioned.

Any ideas on what might be causing the handsets to not be visible as new phones?
I am guessing something has changed on our network, but our network manager is pleading ignorance.

Odd one.

Thanks


ps If we take a handset to the data centre and plug in, it is immediately seen and shows in bold as a new phone.

 

[Evolute IT]

If you are linked via VPN or MPLS to that datacenter, then this is to be expected as Multicast doesn't travel through VPNs.

You'll just need to configure them manually in the 3CX and then you can either put the URL in the phones, or use Option 66 to point them to the PBX.

 

[JohnS_3CX]

Hi,

New phones send a PnP message on the network during startup.

If the multicast message doesn't reach the PBX though, they will not show up as new.

This handy guide will explain more if you wish to troubleshoot:

https://www.3cx.com/docs/plug-and-play-ip-phone/

 

[GBC_James]

If you are linked via VPN or MPLS to that datacenter, then this is to be expected as Multicast doesn't travel through VPNs.

You'll just need to configure them manually in the 3CX and then you can either put the URL in the phones, or use Option 66 to point them to the PBX.

Many thanks for your reply.
Talking to our network guy he says it's possibly the MPLS thing. He is going to investigate.

Sorry to be a bit dumb, but what is Option66?

 

[Saqqara]

Option 66 is where the phones get the provisioning url via dhcp - https://www.3cx.com/sip-phones/dhcp-option-66/

You manually add the phones as extensions in 3CX management console

When you boot the phones, it should register.

 

[JohnS_3CX]

In simple terms, when the phone starts up and asks for an IP address from your DHCP server, you can tell that server to also pass additional options to the phone.
https://www.iana.org/assignments/bootp-dhcp-parameters/bootp-dhcp-parameters.xhtml

Deskphones look for Option 66 specifically to learn where their provisioning server is (ie. your 3CX machine).

 

[GBC_James]

Many thanks for your help guys. I will try some of these out.

 

[GBC_James]

Hi
Just to let you know manually entering the provisioning link into the yealink handsets works just fine, so we are all good.

Thanks for all your help and replies

 

[JohnS_3CX]

Glad to hear James!