Phone won't reprovision after extension deleted

[MichaelWates]

Here's hoping someone can help me out:

I have 3CX v16 and have just deleted an extension through the console, then factory reset the phone.
Rebooted the phone and the phone comes up OK with No Service but doesn't appear under
Phones in the console.

Have checked a few other 'previously used and deleted' phones in our stores and they react the same way. A brand new phone out of the box however is picked up in Phones.

We are using Yealink T22 / T26 which isn't an issue - the issue seems to be with how they delete.
Looks as if it thinks the MAC address is in use but I don't now how to prove that or remove it from
where every it's stored in error.

Here's hoping someone knows where to look and what to change at this end. Thanks in advance

Michael

 

[cobaltit]

So you have a brand new phone and just plugged it in and it shows up? Or are you saying that a factory reset phone doesn't show up now but months ago when you plugged in new phones it worked?

 

[MichaelWates]

If you take a brand new phone and plug it in it appears in the Phones list.
If you take a phone that was previously known to 3CX and deleted by clicking the X on the extension display and plug it in and Factory Reset then it doesn't pick it up.

It's as if somewhere in the 3CX it's knows of the phone (MAC address etc). I accept that maybe they should have gone in to each extension and removed the entry for the physical phone. If that is def how it should be done then it shouldn't be possible to delete an extension with phones attached.

 

[AWS2P]

You can try to assign mac address to another free extension and see if 3CX display a warning saying your mac address is already in use somewhere in PBX.

if so then you need to search where it is always registred and delete it

 

[YiannisH_3CX]

Hi @MichaelWates

It should not matter if you deleted the extension or not. Even you if you leave the extension in place and you do not delete the phone from it, factory resetting the phone should make it appear as a new device under the phones tab. If the phone sends a multicast request and the phone system is listening to the request then you should see the phone.
Make sure your phone system is listening to the multicast address https://www.3cx.com/docs/plug-and-play-ip-phone/
Then make sure that your phones are sending the request upon startup. You can run a trace from the PBX and filter with the phone IP address to see what is being sent.