Not Able to Provision Fax Extension

[sfernandes]

Hello.

I am using a Grandstream HT802 and I am trying to connect a fax extension to it.
I was able to connect and provision a regular extension. The fax extension is in the same 3CX site.
I installed the new firmware, reset the device, tried adding only the fax extension, adding the credentials again to the extension.
Only registers if I add a regular extension credentials.

 

[leejor]

Please provide some information about your setup...

https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[JohnS_3CX]

Hi,

Try and delete the device and the fax extension and start from the beginning.

1. Create a fax extension (usually 880 by default)
2. Add an new HT802 under FXS/DECT
3. While configuring the HT802 select the extension 880 from the 2nd tab
4. Press ok to save
5. Factory reset the device, and when it comes back follow the guide to provide it with the provisioning file (do not configure the accounts manually)

https://www.3cx.com/voip-gateways/grandstream-ht-fxs/

 

[sfernandes]

Hello John.

Thanks for the feedback.

All the above steps have been taken in 2 different HT802 devices.
Also, procedures have been done in 2 different networks, one of the networks is in a private network with the 3CX system.
I tried both manual, and both uploading the XML file. I did a full reset between each try.
I deleted and recreated the fax extension on every try.
I tried different fax extension, 880, 881, 882.
I tried replacing a registered extension with a fax extension's credentials.

Still no luck.

 

[cobaltit]

Does the firewall checker pass? What is the URL you trying to provision with? (http/https, FQDN, IP, etc)?

 

[JohnS_3CX]

Please refer to message #2 above and provide us with the relevant info before be proceed

 

[sfernandes]

Please refer to message #2 above and provide us with the relevant info before be proceed

• 3CX Version - Tried on both ver. 16.0.655 / 16.0.930
• Server OS - Both are running on Windows Server 2016
• Is the 3CX Server Hosted and where? Hosted on a cloud, managed by us (Vsphere)
• IP Phone Make/Model/Firmware - Grandstream HT802
• Provisioning Method: Local / VPN / STUN / SBC - Tried both LAN (VPN) and SBC
• Trunk Provider or Gateway Make/Model - Bandwidth.com
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[JohnS_3CX]

Also mention the firmware currently on the grandstream please

 

[sfernandes]

Currently it is 1.0.19.11.
But I also tried the beta version 1.0.21.4.

All the tests stated above have been done in the 2 different 3CX site, with the 2 different firmware.
Only the site with 3CX version 16.0.930 has been tested with LAN provisioning (Network in a VPN).
Currently, I am testing on a Linux based system with 3CX version 16.0.930.

Note: The 3CX 16.0.655 site with Windows server 2016 currently has an HT818 working through SBC with both regular extensions and fax extensions.

 

[cobaltit]

Are you trying to do a STUN connection with that? The ATAs are only supported via Local LAN or SBC setup as it says in the guide. They won't register with a direct SIP connection. It's basically like the fax extensions have 'Disallow use outside of LAN always checked'. If the regular extension you are testing on it works, and only works with that box unchecked then that's your issue.

 

[sfernandes]

Are you trying to do a STUN connection with that? The ATAs are only supported via Local LAN or SBC setup as it says in the guide. They won't register with a direct SIP connection. It's basically like the fax extensions have 'Disallow use outside of LAN always checked'. If the regular extension you are testing on it works, and only works with that box unchecked then that's your issue.

No STUN being used. 'Disallow use outside of LAN' for a fax extension? I haven't seen that. But anyway, within my private network, I did a LAN connection. I added FAX Extension 8800 to the first port and Extension 0000 to the second port. I 'Disallowed use of extension outside of LAN' for extension 0000.
Extension 0000 remains connected to the ATA, but FAX Extension 8800 remains Unregistered.

 

[cobaltit]

You can't see the 'Disallow use outside of LAN' for the fax extension. That setting is just always on. You can only connect fax extension via local Lan (direct connection between the device and 3CX, no NAT) or SBC. So if you check the box 'Disallow use outside of LAN' for extension 0000 then that means you don't have a direct connection between the ATA and 3CX (or you have some other network weirdness going on.