Solved Phones not registering after upgrade to V20

[voxclear]

Following upgrade from v18... SBC (T43U) phone is registered and all extensions were rebuilt to use that SBC as Routing Device. No joy, they are not registering. There was one exception, extension 1001 registered before and after rebuilding it to use the SBC, so I deleted the phone again to deregister it and then had the manager restart a couple extensions. No change.

Here is a curious thing though. Extension 1001 still has no phone associated with it but look at this Activity Log:

[CM102001]: Authentication failed for AuthFail Recv Req REGISTER from ###.###.###.###:5060 tid=20542289672327513490 Call-ID=304771879421037-6248176364526@###.###.###.###:
REGISTER sipxxxxxx.my3cx.us:5060 SIP/2.0
Via: SIP/2.0/UDP 192.168.5.51:5060;branch=z9hG4bK20542289672327513490;rport=5060;received=###.###.###.###
Max-Forwards: 70
Contact: <sip:1001@###.###.###.###:5060>
To: Room 1 <sip:[email protected]:5060>
From: Room 1 <sip:1001@@xxxxxx.my3cx.us:5060>;tag=1972610849
Call-ID: 304771879421037-6248176364526@###.###.###.###
CSeq: 2 REGISTER
Expires: 119
Allow: INVITE, ACK, OPTIONS, BYE, CANCEL, REFER, NOTIFY, INFO, PRACK, UPDATE, MESSAGE
Proxy-Authorization: Digest username="***********",realm="3CXPhoneSystem",nonce="414d5359000a805c28:1fdb1d6eae32323bd************",uri="sipxxxxxx.my3cx.us:5060",response="*********",algorithm=MD5
Supported: path
User-Agent: Fanvil H3 2.14.0.7386 0c383e2*****
MAC: 0c383e2*****
Content-Length: 0

; Reason: Credentials don't match, check that authorization-ID and password match the ones in extension settings

 

[Charles_3CX]

Regarding your query, I recommend removing the phone from the extension and performing a factory reset on the device. Please also ensure the correct firmware is installed, then reprovision the phone again.


This behaviour suggests there may be a credentials mismatch between the extension and the device.

 

[voxclear]

I did that, there is no phone associated with that extension. That's what makes the Activity Log so odd.

 

[Charles_3CX]

In this case, it would be best to open a ticket with us through the 3cx technical support section via your partner portal support section so we can take a closer look.

 

[voxclear]

In this case, it would be best to open a ticket with us through the 3cx technical support section via your partner portal support section so we can take a closer look.

Might it be worthwhile trying a Restart OS?

 

[fxbastler]

Might it be worthwhile trying a Restart OS?

probably not
reset the phone, check the 3CX blacklist

 

[voxclear]

probably not
reset the phone, check the 3CX blacklist

Thanks but I removed the phone and then deleted the extension, still getting the Activity Log error for that now non-existent extension.

 

[fxbastler]

Thanks but I removed the phone and then deleted the extension

not the same
still: reset the ip-phone itself:

reset the phone

edit:
and check the MAC, you've got it in the log

 

[voxclear]

Issue was the T43U acting as the SBC needed a firmware update.

 

[Charles_3CX]

Issue was the T43U acting as the SBC needed a firmware update.

Glad that you resolved the issue, and yes, it's absolutely imperative to keep the firmware updated at all times.