Solved Phones no longer listed on account page

[craigps]

This is a new installation within the last two weeks, hosted v 18 update 6. All phones are supported and Yealink or Grandstream behind a on site sbc. Some users are connected and work fine, I now have 4 phones with the red dot on user information page, so they are not connected. If I go to the phones page, it is now blank and no phones are listed. It used to show the model of the phone, firmware, etc... I have tried restarting the services from the dashboard and have also tried a different browser. Any ideas?

 

[Evolute IT]

Can you see the SBC online in the SIP Trunks page?

 

[craigps]

Can you see the SBC online in the SIP Trunks page?

Yes, sbc is green/online and the phones that are showing as green in user section are able to work

 

[Evolute IT]

If you see no phones in the Phones page, then they are not registered. The user might be green still for two possible reasons:
1. The mobile app is provisioned and Push is active;
2. The user has "Ring my mobile simultaneously" enabled;

 

[craigps]

If you see no phones in the Phones page, then they are not registered. The user might be green still for two possible reasons:
1. The mobile app is provisioned and Push is active;
2. The user has "Ring my mobile simultaneously" enabled;

Oh...didnt realize that. Thank you. That could be the issue. So, any thoughts on why phones would not be registered now if sip trunks and sbc are online and show green. Or how to get them back on line? And thank you for the quick replies this morning

 

[craigps]

Oh...didnt realize that. Thank you. That could be the issue. So, any thoughts on why phones would not be registered now if sip trunks and sbc are online and show green. Or how to get them back on line? And thank you for the quick replies this morning

To clarify, I guess I am asking if I need to reprovision phones, or power cycle all phones and sbc once on site. If I have to reprovision, if I factory reset phone, it will automatically go back to the original extension since the MAC address is still set in 3cx?

 

[JohnS_3CX]

You use an SBC, but if the IP address of the SBC has changed, the phones will not be able to find it and register.

Try factory resetting one of those phones to see if you can re-provision it from scratch.

 

[craigps]

You use an SBC, but if the IP address of the SBC has changed, the phones will not be able to find it and register.

Try factory resetting one of those phones to see if you can re-provision it from scratch.

Thanks all - especially Conceptsweb for the advice and information. He was correct on everything. Once internet was back up I restarted router and sbc connected and all phones found it and registered with now issues. Case is resolved and know I understand better about how the app can also show the user connected even if desktop phone is not.