No Ringing on GRP 2613

[greatchoice]

We are using the latest firmware 1.0.5.44

We have 13 of the same model phones on the same PBX which is hosted at Vultr.

Two different locations with the same router ( Ubiquiti Edge Router X)

SBC at each location (Using Raspberry Pi)

One locations phones will stop ringing at any given time. Logging into the web GUI you can see that the phone icon shows incoming calls. The display also shows the caller is calling however there is NO ringing coming from the device. Volume was checked and on high. No DND is enable and was taken off in the GUI for extra certainty. Rebooting did not solve the issue. Reprovision did not resolve the issue as well.

Only fix seemed to be a reboot from the 3CX web panel but 1 phone will still not ring.

Other location does not have this issue, but has 1 phone that occasionally rings softly without an actual call coming in, and continues to ring while you are on the handset.

Clueless at this point

 

[cobaltit]

I'm guessing no SBC? Are the locations IP addresses whitelisted? What does the activity log show?

 

[greatchoice]

I'm guessing no SBC? Are the locations IP addresses whitelisted? What does the activity log show?

Forgot to mention that....yes i have a SBC at each location.

 

[cobaltit]

So same question, what does the activity log show? Are the SBCs showing green/connected the whole time? What version on the SBCs?

 

[JohnS_3CX]

Hello,

If using PoE, check that you are not going over your power budget, this can make phones unstable or non responsive. Then:

- Is the SBC installed on the same network as the phones? Make sure it is if not.

- Are there any forwarded ports? There should be none when using SBC so remove them

- Did you disable SIP-ALG on the Ubiquity system? A quick google search should explain how-to

- Is the network environment OK or noticed any other issues? Ensure there isn't a network storm condition overloading the network to the point where useful traffic cannot pass through efficiently

 

[AndreasP_3CX]

Just to add something here for clarification: You see on the actual GS phone the caller calling but no ringtone is coming from the device itself correct? if this is the case i would advise you to directly contact the vendor and mention the issue to them as this should be a device/firmware issue, if you see the caller on the display but no ringing tone is generated off the GS speaker this is most likely a device/firmware issue as the ringing tone for incoming calls is generated at the endpoint.

 

[greatchoice]

- Is the SBC installed on the same network as the phones? Make sure it is if not. <----YES

- Are there any forwarded ports? There should be none when using SBC so remove them <---- NO PF

- Did you disable SIP-ALG on the Ubiquity system? A quick google search should explain how-to <----No but i did. The other site has it enabled actually and no issues

 

[JohnS_3CX]

Let's check a couple of more points because if this was a firmware issue, we would probably get more reports than just the one you informed us about:

1. Did you try and factory reset one of the devices, and then provision it automatically from your management console? (no custom templates)

2. Have you tried using the approved power adapter on one of the devices instead of PoE?

3. Can you take one of the problematic phones and install it somewhere else (ie. your office) to see if the issue only happens at the customers site?

 

[greatchoice]

They are factory reset

same POE switch in both offices. Same amount of phones and load on the switch

and no because they are located hours away from each other and it’s too random to do this or spend time to test that

 

[JohnS_3CX]

I understand. Can you maybe share some more details about the problem?

- If they stop ringing, is it only for external calls, internal calls, or both?

- Does the screen show that the phone is clearly ringing, but just no sound comes out?

- Can you try to change the ringtone from the management console and reprovision to see if the problem is perhaps the specific ringtone?

 

[greatchoice]

Done all that. The screen shows the incoming call regardless of internet or external but does not ring. Changing rings doesn’t do anything.

I have a ticket with grandstream but it seems to have baffled them

 

[JohnS_3CX]

It was a good idea to report it to them in this case because it does indeed appear to be a strange problem.

If you don't mind, please share with us the findings, I'm sure it will be useful information.