Phones on SBC do not update with Manual Re-Provision from 3CX Web Interface

[Dynamic Networks]

Need a little help troubleshooting a relatively benign but annoying issue.

I have a self-hosted system in Google Cloud built with the default project there. Client prem has 3CX SBC. I can provision a brand new phone through the SBC just fine. If I have to update an extension name later and wait 24 hours, none of the phones at the prem will get the update. If I use the 3CX Web Interface to push a re-provision: the phones will not update. (By update, I mean BLFs and Phonebook will have continue to have incorrect names. Changed BLFs will have the old data, etc.)

If I simply power cycle the phone: it gets the update just fine.

I looked in the phone settings and the provision server address is the PBX public address, port 5060. The Proxy address is the SBC, port 5060. If I append the configuration file name and throw it in a web browser, I can pull the config file from the same network as the deployed phone, and it shows the expected updated data about extensions.

Thoughts on what to look for to diagnose and solve the problem?


3CX Version: 18.0 (Build 418) [on Google Cloud built with provided Debian project]
SBC Version: 18.1.36 running on Debian (default Debian ISO deployment)
Phones: Fanvil X4U with firmware 2.4.12


Firewall: all green.

 

[JohnS_3CX]

Hi,

Two things:

1. Do the phones actually work ok on the SBC? The same method that delivers incoming calls is also the one that notifies the phone to reprovision itself. If the message is not getting through then I would expect incoming calls to also fail.

2. Assuming the above is not the problem and the notification is delivered to the phone, the phone will then need to jump into action and reprovision itself. There is clearly something preventing it from completing the task. A clean boot does not face this issue like you said, so the fact that a "warm reprovision" fails might indicate that the phone is waiting for something to happen, which never does (have seen this happen on problematic networks).

Start a pcap on one of the affected phones, and hit reprovision in your MC. After a minute stop the pcap and analyze it. You want to see what happens after 3CX sends a NOTIFY with check-sync in the message body.

 

[Dynamic Networks]

1. Do the phones actually work ok on the SBC?

Yep. No issues.

2. Assuming the above is not the problem and the notification is delivered to the phone, the phone will then need to jump into action and reprovision itself...

Start a pcap on one of the affected phones, and hit reprovision in your MC. After a minute stop the pcap and analyze it. You want to see what happens after 3CX sends a NOTIFY with check-sync in the message body....

Will do. Thanks for the info!