Phones not populating after firmware update

[Wagsjr]

High Level Overview:
Provisioning method: STUN
Problem: Firmware update caused phone to fall off PBX entirely. Not just registration, won't populate.
Phone model: YeaLink T46G
3CX Version: 16.0.5

Low Level Overview:

We are experiencing a problem with a firmware update that happened today. When the firmware was updated to 4 of the T46G YeaLink phones, they fell off the list in the phone tab of the management console and have not populated since. We have look to see if there are previous firmware versions in the 3CX backup files, but we do not think there exsists firmware backups as we can not find them. It appears that I am unable to rollback through the 3CX managment console because there is not an option to do so that I can see. The 3CX is hosted in a virtual machine by Call-Tower ( SIP - Provider). There are 130 YeaLink T46G's on the network. At this time, only 4 of those phones are affected by the manual firmware update that occured. Once again just to clarify, the phones are not just un-registered, but they are missing from the 3CX entirely.

Anyone seen something like this before?

 

[Charles_3CX]

Please see this thread below and provide the information that is listed, to help others answer your questions easier:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Some information about your system that is almost always used is the following:

• 3CX Version, e.g. Standard Annual 16.0.2.910
• Server OS, e.g. Debian 9 / Windows Server 2012 R2 / Raspberry Pi
• Is the 3CX Server Hosted and where?
• IP Phone Make/Model/Firmware
• Provisioning Method: Local / VPN / STUN / SBC
• Trunk Provider or Gateway Make/Model
• Has the Firewall Checker passed: YES / NO
• Are custom Phone Templates being used: YES / NO

 

[JohnS_3CX]

Hi @Wagsjr

In addition to what @Charles_3CX said, you have to ask someone to check at least one of those phones and see what the phone is doing.

The fact that they no longer appear in your management console simply means they are not registered as would happen with any STUN phone if you simply unplugged it and wait a bit.. But this does not tell you anything more than that so I think you need to collect more info