One phone doesn't ring but others do

[Tommy29102]

I have 3 Grandstream GXP1630 phones. All 3 are up to date with firmware and my 3CX is up to date. Since I put them in, 2 of them ring when there is an outside call coming in but 1 would not. That 1 can still answer the call (by picking up the receiver and pushing the button) but has to rely on hearing another phone ring. I compared all of the settings I could find and everything appears to be the same with all 3 phones. Internal calls (intercom) to that phone ring fine.

Does anyone know what might be causing this and where the setting might be that is causing the problem?

Please keep in mind that I am very ignorant about almost everything involving 3CX and phones so please be specific and try to avoid abbreviations.

Thank you.

 

[craigreilly]

While phone is "ringing" you see on display of incoming call, yes?
During this process, adjust the volume on the phone using the rocker.

 

[Tommy29102]

We did try that (ensure the volume is up).

 

[Tom Lee]

Make sure the firmware is the supported firmware and factory reset the phone before provisioning.

 

[YiannisH_3CX]

Hello @Tommy29102

You can also try provisioning that phone to one of the extensions that has a working phone. You can have 2 devices on the same extension and the phone system will ring both of them. If the phone still does not ring you could have a faulty device.

 

[Tommy29102]

Tom Lee - as I said, everything was updated

YiannisH - Can you give me more details on how I do that? Sounds like a great way to test it to see if the equipment is bad but I just not sure about the process.

 

[Marari]

Tom Lee - as I said, everything was updated

YiannisH - Can you give me more details on how I do that? Sounds like a great way to test it to see if the equipment is bad but I just not sure about the process.

1. Factory reset the "questionable" phone
2. Go to the 3CX admin console and select "Phones" on the left side
3. Select the "new" phone and assign it to an existing extension that already works.
4. Wait for the phone to reboot and reprovision.
5. Call the extension that works and both phones should ring. If only one rings then you have a hardware issue. If both ring, you have a configuration issue.