Phone not ringing

[Heath]

On my system on 1 of the extensions There is a Yealink T29G Phone… The issue is that the phone is not ringing… Either when someone dials the extension internally, through the digital receptionist, DID, or ring group… The T29G can make outgoing calls, and works fine.. I checked in the management portal, and the phone is listed on the system… The DND on the phone is off… I went into the Phone's firmware to verify the log in information, and it says registered… There are other IP Phones on that extension and All other phones on that extension rings, but the T29G. It did ring in the past without any issues, but now its not... I'm a bit stumped here is to why its not ringing.. My other issue is when I got the phone, that I couldn't auto provision the phone either and had to go into the phones firm ware to program it. Even when the phone was reset to factory default.. I also can't reboot the phone either through the management portal.. I'm also a bit stumped too as to why the phone wouldn't auto provision and why I can't reboot from the management portal.. This phone is a supported phone...

 

[AWS2P]

Are the phones on same LAN as PBX ?
Are you sure about any hardware problem on internal ring, can you hear or select a ring in phone ui?
Is your pbx up to date concerning 3CX certificate fix?
If you create a new extension on PBX and try to provision on T29G , is it working fine ?
T29G are perhaps short hardware ressources and then are slow to react from 3Cx console orders

 

[Heath]

Yes. Phone is on the same lan. As far as hearing the phone ring. Nothing is happening to the phone. Is doesn’t show anything when a ca is coming in. PBX is upto date.

 

[JohnS_3CX]

Hi @Heath

Dial *60 on that phone once please.

After you hear the message, you can then try calling it and let us know if it worked.

 

[Heath]

Nope

 

[JohnS_3CX]

Ok, unplug the phone temporarily and log in to the extension via webclient real quick.

See if the extension takes calls when in webclient.

We will know if it is an extension issue or phone issue this way

 

[Heath]

There are 2 other phones on this ext plus the windows app and iPhone app. And they all ring without any issue and always rang without an issue. It’s just the T29g all of a sudden isn’t ringing can make outgoing calls and other extensions without any issues

 

[JohnS_3CX]

In this case we are in unknown territory. Let's try the following:

1. Factory reset.

2. Install the supported firmware if you haven't already

3. Try to configure it via 3CX. Let's solve the why it failed to provision and once we get proper provisioning on it we should be able to receive calls normally I think.

 

[Heath]

I tried that already before I posted this And it still won’t auto provision through 3cx.

 

[JohnS_3CX]

I still think that it may not be correctly provisioned based on that..

Can we do a factory reset then paste the provisioning link in the device manually at least?




This phone may be assigned to some 3rd party server via Yealink RPS, so it will refuse to provision automatically on your own server..

 

[leejor]

After a call to that extension number, check the 3CX Activity Log. Do you see an Invite being sent to the IP, used by that set? Does the set have an internal call log, that does, or does not show an incoming call attempt?

Worse case scenario, is that it is a hardware (maybe firmware?) issue, with the set. If it uses that same firmware as other sets, then that may not be the issue. Doing a factory reset (as suggested), and re-provisioning (perhaps a different extension number?), would test that.

 

[Heath]

Did factory reset again as instructed. Phone again wouldn’t auto provision. Went into the firmware and copied the link and again wouldn’t auto provision.

 

[JohnS_3CX]

You haven't mentioned yet whether it is running the correct firmware?

 

[Heath]

Firmware 46.83.0.1.130

 

[AWS2P]

Have you tried to create a new extension without any change and try to assign your T29G on It, if so , is the no ring problem and provisioning failure always there ?

 

[Heath]

Yes & yes

 

[JohnS_3CX]

After a call to that extension number, check the 3CX Activity Log. Do you see an Invite being sent to the IP, used by that set? Does the set have an internal call log, that does, or does not show an incoming call attempt?

This. You really need to see if it gets an INVITE message and what it replies back.

I think the rest mentioned earlier covered most basic angles of this problem.

 

[Heath]

it does get the invite.

 

[leejor]

If it does receive an Invite, then it sounds to be a set issue/setting as it is then not responding.

 

[JohnS_3CX]

Hi Heath,

Let's confirm it. You can log into the phone and start a pcap, then make a call to the extension and let it ring for 5 seconds. You can then hang up and stop the pcap and upload it somewhere public, then send me the link in a private message.

Do not post the link publicly on this thread - it may contain private information.