Solved Phone won't provision due to deleted extension

[Markus Ray]

We have a phone(Grandstream GXP 2170) that was assigned to extension 1010. This was a temporary admin extension used while we were setting things up. Once we had pulled over our extensions we deleted 1010 and factory reset the phone hoping to re provision it to the correct extension 1118. However when trying to assign it to the new extension it is saying it is still assigned to 1010(which is deleted).

Even though the extension is deleted it is showing up under the assign extension lookup and it is available to add to ring groups. However, it does not show up on the extensions page. I suspect it is caused by the Microsoft 365 Integration that maybe glitched the deleted extension. Any suggestions on how to fix the issue other than getting a new phone?

The phone is also connecting via an SBC server if that could somehow be causing the issue.

 

[VasilisV_3CX]

Hi @Markus Ray,

Can you try to recreate extension 1010, does it allow you to create it or does it give you an error?

How are you syncing Microsoft 365? What settings have you selected in Settings >> Microsoft 365 Integration >> User Sync

 

[Markus Ray]

Hi @Markus Ray,

Can you try to recreate extension 1010, does it allow you to create it or does it give you an error?

How are you syncing Microsoft 365? What settings have you selected in Settings >> Microsoft 365 Integration >> User Sync

I get an error when trying to recreate the extension

• Given DN number cannot be used

All Users are set to sync currently.

The reason I suspect the 365 Sync may be related is that the correct extension 1118 does not show as being synced to Microsoft 365 so I am assuming that is because the deleted extension is being synced instead.

 

[VasilisV_3CX]

Hi @Markus Ray,

Can you search for 1010 in the extensions list? If you're unable to, can you restart all 3CX services (during out of office hours to ensure no loss of functionality) and once restarted, log back in and see if you can find it. If not, try and re-add the extension and see if you get the same error.

 

[Markus Ray]

Hi @Markus Ray,

Can you search for 1010 in the extensions list? If you're unable to, can you restart all 3CX services (during out of office hours to ensure no loss of functionality) and once restarted, log back in and see if you can find it. If not, try and re-add the extension and see if you get the same error.

It doesn't show on the extension list when searching.

I just restarted all the services and that didn't seem to resolve the issue. I tried re-creating the extension and I am getting the same error. The extension also still doesn't show under the Extensions page.

 

[VasilisV_3CX]

@Markus Ray,

Provided that you're running the latest version of the PBX, and followed our guides for installation and configuration, in the interest of resolving this issue as soon as possible I suggest contacting a 3CX Partner to investigate further.

 

[Markus Ray]

@Markus Ray,

Provided that you're running the latest version of the PBX, and followed our guides for installation and configuration, in the interest of resolving this issue as soon as possible I suggest contacting a 3CX Partner to investigate further.

It's on hosted by 3CX, is there any way to purchase a support ticket without a partner?

The company that was supposed to be our partner is apparently no longer a 3CX partner and I would rather not have to grab a random partner just while they sort that out.

 

[VasilisV_3CX]

@Markus Ray,

You can purchase a support ticket from within your customer portal, under Get Support. This will allow you direct contact with 3CX Support staff.

 

[AndreasY_3CX]

Hi @Markus Ray,

I checked, extension 1010 does exists and has administrative rights.As long as you don't login with "admin account" you won't see as an extension admin extensions with the same privilege level.

That's been changed in version V18.