Solved Phone reboot in middle of call

[Brian Oli]

Hello:

I was hoping that someone could assist me with further suggestions in troubleshooting. I have one phone namely our receptionist's phone that will spontaneously reboot in the middle of a call. It is random and there is no consistency with the interval at which this happens. The one thing I have noticed in the 3cx log files when this happens, is that the phone appears to be re registering itself. This is the only phone this is happening to. Any suggestions? Thanks in advance

 

[leejor]

Given that this would appear to be happening only on the one set, I would suspect either a hardware, or firmware issue. You could try (factory) resetting the phone, and re-provisioning, or swapping with another, and seeing if the problem moves with it. I assume that firmware is up-to-date on the set.

 

[Marari]

Hello:

I was hoping that someone could assist me with further suggestions in troubleshooting. I have one phone namely our receptionist's phone that will spontaneously reboot in the middle of a call. It is random and there is no consistency with the interval at which this happens. The one thing I have noticed in the 3cx log files when this happens, is that the phone appears to be re registering itself. This is the only phone this is happening to. Any suggestions? Thanks in advance
View attachment 9289

Hi Brian.

Please give us a bit more information so we can properly try and assist you in finding the solution.

3CX full version:
Windows or Linux:
Phone brand, model, and firmware level:
On-Premise or Cloud hosted:
STUN or SBC (if cloud hosted):

 

[Brian Oli]

Thanks Marari for the followup.

3cx
Windows, on premise hosted
The phone is a Yealink T48G with firmare version 35.83.0.55

 

[Brian Oli]

Given that this would appear to be happening only on the one set, I would suspect either a hardware, or firmware issue. You could try (factory) resetting the phone, and re-provisioning, or swapping with another, and seeing if the problem moves with it. I assume that firmware is up-to-date on the set.

Thanks, I swapped out the phone completely and did a factory reset on the replacement and did a firmare update. It is still occurring.In addition, I put it on a seperate poe switch to eliminate a power source issue.

 

[Saqqara]

How is the device powered - poe switch or external power supply.

If external power, I would check it is plugged into the mains fully and it can not be knocked - just in case of a power lost.

 

[Brian Oli]

How is the device powered - poe switch or external power supply.

If external power, I would check it is plugged into the mains fully and it can not be knocked - just in case of a power lost.

Saggara:

Thank you . I put in a new poe swith to power it to ensure that it is not a poe issue. It still occurs with the new poe source.

 

[complex1]

@Brian Oli

Do I understand it right?

You replaced the phone for a other one and use a new PoE switch?

So the only part you haven’t swapped is the network cable between switch and phone?

Yes? Please check this cable for damages and connectors or use a shielded cable… if possible.

 

[Marari]

@Brian Oli

Hi Brian.

Thanks for the information.

Please ensure that your PoE switch meets these requirements for the Yealink T48.



Specifically that is IEEE802.3af Class 3.

 

[leejor]

You could also try using the set at another location, after hours, as a test.

 

[Brian Oli]

Thanks for the info. This is the only phone that is doing this. What I have noticed is that I believe a re registration is taking place in the middle of the call. every time this happens I am seeing unregistered / register. I do not believe this to be a power issue. I am seeing the phone or extension unregistered and registering multiple times per day. Is that normal?

 

[nub]

Thanks for the info. This is the only phone that is doing this. What I have noticed is that I believe a re registration is taking place in the middle of the call. every time this happens I am seeing unregistered / register. I do not believe this to be a power issue. I am seeing the phone or extension unregistered and registering multiple times per day. Is that normal?

are you using hdcp option 66?

 

[Brian Oli]

This phone is actually set with a static address. All others are using dhcp.

 

[nub]

This phone is actually set with a static address. All others are using dhcp.

Maybe the phone is having connectivity issues,
from the 3cx server ping the phone, ping (phone ip) -t and see if it has excessive ping time or other issues during or around the time it reboots.

 

[Marari]

This phone is actually set with a static address. All others are using dhcp.

If the phone is set with a static IP, please check and make sure that there isn't an IP address conflict on the network. When two devices compete for the same IP address, one of them loses connectivity.

 

[Brian Oli]

If the phone is set with a static IP, please check and make sure that there isn't an IP address conflict on the network. When two devices compete for the same IP address, one of them loses connectivity.

Thanks, I have checked and there is no Ip address conflict.

 

[Marari]

Thanks, I have checked and there is no Ip address conflict.

Have you tried replacing the network cable(s) or plugging the phone directly into the poe switch to rule out cabling as the issue?

Have you tried factory resetting the phone and assigning it to another extension to see if there is corruption in the phone template or a glitch in the extension?

 

[Brian Oli]

Thanks to everyone regarding this. After all the troubleshooting, deleting and recreating the extension did the trick.

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution.