Solved Phone showing up twice in list - user cant use phone

[correlative]

Hi All,

Not sure what is going on. One extension somehow seems to be registered twice using the same physical phone. Any help on how to troubleshoot and fix is appreciated.

Attached pic shows how the phone is showing up in the phones list.

Logs show alot of this:

11/06/2019 2:24:17 PM - Leg L:1340.3[Extn:100] is terminated: Cause: 487 Request Cancelled/INVITE from xxxxxxxxx:5065

11/06/2019 2:24:17 PM - L:1340.1[Line:10000<<xxxxxxxxx] forwards call from Extn:100 to VMail:999 based on rule Fwd[Available/NoAnsw]

11/06/2019 2:24:17 PM - L:1340.1[Line:10000<<xxxxxxxxx] failed to reach Extn:100, reason No Answer

11/06/2019 2:23:58 PM - Leg L:1340.4[Extn:100] is terminated: Cause: 480 Temporarily not available/INVITE from xxxxxxxxx:1282

11/06/2019 2:23:58 PM - Call to T:Extn:100@[Dev:sip:100@xxxxxxxxx:5065,Dev:sip:100@xxxxxxxxx:1282] from L:1340.1[Line:10000<<xxxxxxxxx] failed, cause: Cause: 480 Temporarily not available/INVITE from xxxxxxxxx:1282

11/06/2019 2:23:57 PM - [CM505001]: Endpoint Extn:100: Device info: Device Not Identified: User Agent not matched; Capabilities:[reinvite, replaces, able-no-sdp, recvonly] UserAgent: [Yealink SIP-T21P_E2 52.84.0.95 805ec04479c8] PBX contact: [sip:100@xxxxxxxxx:5060]

Thanks

 

[Saqqara]

Two things to do

1. have you tried restarting the phone
2. Rebooting the 3cx server, sometimes just restarting the services do not work so a reboot is required

 

[correlative]

Yes, I've tried both. Neither has worked.

 

[Saqqara]

Need more info on your setup https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[correlative]

• 3CX Version, 16.0.676 Professional Annual
• Server OS, Debian 9.5
• Is the 3CX Server Hosted and where? Hosted on AWS using PBX Express
• IP Phone Make/Model/Firmware Yealink T21P_E2
• Provisioning Method: STUN
• Trunk Provider: TechSitters
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[Saqqara]

ok, as you have configured the phones as stun have you done it the 3cx recommended way

1. Each stun phones needs a fixed ip address (manually or via dhcp)
2. Each phone requires a different sip port , block of rtp ports (normally 12 ports) e.g phone 1 - sip port 5065, rtp ports 14000-14012, phone 2 - sip port 5067, rtp ports 14013-14025’
3. On the router protecting the phones, you need to setup port forwarding to the phones ip address with the correct ports configured for them
4. You will need to reprovision the phones by restarting them.

Other options are site to site vpn link, where you configured the phones are local lan or install sbc server

 

[correlative]

Yes the phones are configured properly and they were working for months this only just started a couple of days ago

 

[Saqqara]

I would double check the firewall rules, just in case

maybe reboot both firewalls / routers

 

[JohnS_3CX]

Dual registrations implies you are likely on STUN and the same SIP port is used on more than one phone. It can also be that the firewall at the phones site does not have static ports set up for each and every phone. It could also be doing something else against your knowledge (in case SIP ALG or SIP Helpers are enabled). The phones will likely work most of the time but not reliably. I would check everything again from scratch (unique ports per phone, correctly configured firewall, reprovision devices).

If this is giving you too much trouble you could also install an SBC at the phones site which should eliminate these problems.

 

[correlative]

Thanks. It started working again a day after I posted this but I went ahead and installed an SBC anyway to make things easier.

 

[JohnS_3CX]

Glad to hear the issue was resolved. Just make sure that the remote phones were reset and reprovisioned via SBC (using the Phones tab) to be certain that they will have the correct parameters.