Phones no appearing in list

[Evolute IT]

Hey,

I recently upgraded to v16 release build and I noticed that some of my phones have disappeared.

I have a few provisioned phones using templates (official and custom ones) and those appear without any problems.

I also have a DECT base that I configured manually since it isn't supported (yet!!!) and this one doesn't appear as it did before.

Am I the only one?

 

[eddv123]

Using V16 and not experienced this. What I would try and confirm is the phone make and model and firmware versions and compare to those that are working.

I guess your first check would be to see if the devices that aren't showing are registering to the PBX and if not then try a reset and re-add.

 

[Evolute IT]

Using V16 and not experienced this. What I would try and confirm is the phone make and model and firmware versions and compare to those that are working.

I guess your first check would be to see if the devices that aren't showing are registering to the PBX and if not then try a reset and re-add.

Yes it is registered and I tried reboot and reset but it just won't appear.

The base is a DP752 from Grandstream on latest official firmware. Since it's not supported on 3CX (yet!!!), I have no config template.

 

[YiannisH_3CX]

Hello @Frederick Marcoux

Since the device is registered to the PBX then you should be able to see it under the phones section. Are you able to make and receive calls on the device? Do you see the extension the device is registered to as registered?

 

[Evolute IT]

Hello @Frederick Marcoux

Since the device is registered to the PBX then you should be able to see it under the phones section. Are you able to make and receive calls on the device? Do you see the extension the device is registered to as registered?

Yes and yes. It works, it just doesn't appear in the list.

 

[Evolute IT]

Hello @Frederick Marcoux

Since the device is registered to the PBX then you should be able to see it under the phones section. Are you able to make and receive calls on the device? Do you see the extension the device is registered to as registered?

Even after installing a SBC, I still can't see the phone using PnP or other ways. It just won't appear.

 

[Coltar]

Yes and yes. It works, it just doesn't appear in the list.

Hi, are you trying to view the extensions using the admin user on the management console or you are using an extension with management console rights? I had a similar issue after upgrading to version 16 and I discovered that only the admin user was able to see all the extensions but other users were not able to see all the extensions Upon further investigations I picked that if an extension has management access to the server and can manage their own extensions they will not appear on other extensions users' management console. I had to disable these extensions so that they do not have management access and they started to appear. I only made sure that only one extension has management access and can see all the other extensnsions. Hope this helps

 

[Evolute IT]

Hi, are you trying to view the extensions using the admin user on the management console or you are using an extension with management console rights? I had a similar issue after upgrading to version 16 and I discovered that only the admin user was able to see all the extensions but other users were not able to see all the extensions Upon further investigations I picked that if an extension has management access to the server and can manage their own extensions they will not appear on other extensions users' management console. I had to disable these extensions so that they do not have management access and they started to appear. I only made sure that only one extension has management access and can see all the other extensnsions. Hope this helps

Hi,

No I am using the root account. It's our in-house PBX. All of our other phones appear.

Also, no extensions has the right to the Mgmt Console. So this is not an issue.

 

[YiannisH_3CX]

Is it the PnP request you cannot see of the device after it is registered?

 

[Evolute IT]

Is it the PnP request you cannot see of the device after it is registered?

What you mean by PnP request? Before the latest v16 update, it was appearing. I changed nothing.

The phone is linked to the PBX via an IPSec VPN, so PnP wouldn't work.

HOWEVER, I tried to install a SBC locally and see if it appeared and it did not. Actually, my other phones don't appear either. I have a GXP1782, factory resetted, not detected on 3CX even with local SBC.

 

[Evolute IT]

I got it to show up. The provisioning URL was resetted to a local UCM we have in demo. After changing it and reprovisioning it (using DP750 GS unofficial template edited to work with DP752), it showed up.