Phones show via uPnP SBC but won't provision when ext assigned

[JonoNEIT]

Hi Guys

Trying hosted here for the first time, essentially testing before we make it part of our product catalogue. Have previously been hosting in our private cloud without issues but have hit a roadblock using this.

Am currently running a trial of 3CX hosted dedicated standard 4sc on v18 update 6.
3CX hosted by 3CX
I have an NX32 Lite from Call4Tel in place as an SBC which is connected to the 3CX instance successfully
I'm testing with a Yealink T21P-E2 firmware 52.84.0.140 and a Grandstream GSC3510 firmware 1.0.1.3.
Provisioning via SBC.
Phones and SBC on a dedicated VLAN.
Firewall Checker has passed.
No Custom Templates in use.

Issue: Both phones show up on the 3CX phones tab as via SBC. When going to assign extension, I select the extension and options etc and click ok but nothing happens. Have been able to provision no issue via stun but as soon as the option is back via SBC and phone is reset, no dice. Have tried adding the provisioning link in the server URL field and no change.

Checked the 3CX server logs and noticed this line in the log: 2023/01/25 20:39:09.416|21202|0009|Inf|[ManagementConsoleJS.Helpers.CmmLogger] Cannot find template for device MAC=805EC031****, template=yealinkT4x.ph.xml, user agent 3CX WebRTC proxy

Ran a tracert to the ip of the instance and doesn't make it to the end point either via the phone or my laptop. Does get well out of my network though which is interesting.

1 <1 ms <1 ms <1 ms unifi.2appletree.co.nz [192.168.1.1]
2 10 ms 8 ms 9 ms lo0-2.poy-bng-1.as55850.net [103.241.56.98]
3 9 ms 9 ms 8 ms et-0-0-2.poy-p-2.as55850.net [103.26.202.28]
4 30 ms 28 ms 31 ms et-0-0-10.atc-p-2.as55850.net [116.251.185.68]
5 8 ms 9 ms 8 ms as55850.auckland.megaport.com [43.243.22.61]
6 9 ms 8 ms 9 ms as4826.auckland.megaport.com [43.243.22.18]
7 36 ms * * be101.bdr01.akl03.akl.nz.vocus.network [114.31.202.40]
8 37 ms 39 ms 39 ms be100.bdr01.akl05.akl.nz.vocus.network [114.31.202.38]
9 36 ms 37 ms 37 ms be204.cor02.syd04.nsw.vocus.network [114.31.202.58]
10 37 ms 37 ms 37 ms be100.bdr04.syd03.nsw.vocus.network [114.31.192.45]
11 36 ms 36 ms 37 ms ip-250.71.254.124.VOCUS.net.au [124.254.71.250]
12 36 ms 38 ms 37 ms 143.244.224.172
13 36 ms 37 ms 36 ms 143.244.224.177
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.


Am able to successfully download the config file when entering the provisioning url/mac.cfg into a browser.

I'm at a loss as to what else to try. Any guidance would be gratefully received.

Jono

 

[PanagiotisL_3CX]

Hello @JonoNEIT

We will not be able to provide assistance since the SBC in use (NX32 Lite from Call4Tel) is not supported. Our suggestion is to install a 3CX SBC or Router phone, in which case we will be able to assist if any issues occur.

3CX SBC guide: https://www.3cx.com/docs/3cx-tunnel-session-border-controller/
Phone and router phone config guides: https://www.3cx.com/sip-phones/

 

[JonoNEIT]

Hi Panagiotis

Can you please double check this as Soft Solutions in NZ have advised that this is a 3CX certified SBC and in fact the 3CX rep at the conference where I heard about this confirmed it.

Please confirm so I can go back to Soft Solutions

Thanks
Jono

 

[JonoNEIT]

https://www.call4tel.com/3cx-pbx-appliances/nx32-lite/

Listed as 3CX certified

 

[SteveITS]

If it's just functioning as a PC with the SBC software installed then I'd think it's just like anything else running the software. I haven't heard of "certified" hardware though, 3CX would need to address that. Interesting it has the 3CX logo on it...

However, is the SBC up to date? If not it would show as a pending update on the SIP Trunks screen.

 

[JonoNEIT]

Hi Steve

Essentially it's a glorified raspberry pi but you can actually use it as a full on prem installation or as SBC. It's running Debian 10 and is fully updated. I've seen a lot of threads with the same symptoms as I've got here but nothing gives a conclusion.



Thanks

 

[SnakeRiverWebDevelopment]

Looks to me as call4tel.com is trying to exploit 3CX, as they clam to have "3CX Certified Products", if 3CX was to have a product line I am quite Shure we would know about it by now.

 

[JonoNEIT]

Hi All

Case closed. Issue was the Call4Tel device has 2 nics (WAN and LAN) though we only use the WAN but due to having an IP set in the LAN interface despite not being physically plugged in, it was trying to route traffic through to it. Resolved by removing the static IP.

FYI the hardware for the device is not 3CX certified but the software is the standard 3CX debian iso for SBC which is certified. Essentially the same software used to install SBC anywhere. Interesting that this still doesn't get support from 3CX though. Can anyone at 3CX advise what kind of hardware setup would be supported by 3CX for SBC?

Thanks
Jono

 

[JonoNEIT]

Hello @JonoNEIT

We will not be able to provide assistance since the SBC in use (NX32 Lite from Call4Tel) is not supported. Our suggestion is to install a 3CX SBC or Router phone, in which case we will be able to assist if any issues occur.

3CX SBC guide: https://www.3cx.com/docs/3cx-tunnel-session-border-controller/
Phone and router phone config guides: https://www.3cx.com/sip-phones/

Hi Panagiotis

Can you advise what kind of hardware setup would be supported by 3CX for the SBC? In particular I'd be interested for deployments over 10 phones as we have clients that use the Grandstream GSC3510 as a paging solution and I need to see if 3CX hosted will be a viable option for these clients.

Look forward to hearing from you.

Jono

 

[SteveITS]

The SBC recommendations are at the bottom of the specs page.

For smaller installs a Raspbery Pi 4 will work if you can find one. We've also been fine running an SBC in a VM.

 

[JonoNEIT]

The SBC recommendations are at the bottom of the specs page.

For smaller installs a Raspbery Pi 4 will work if you can find one. We've also been fine running an SBC in a VM.

Thanks Steve. I'm hoping to get some confirmation from 3CX direct on what they will support. Getting the response I got above that the issue would not be supported because of the hardware 3CX's own iso is running on leaves things murky. When providing solutions to clients, as you'd know, they want peace of mind that it's supported fully. I'm looking to know what setup 3CX will support. Cheers

 

[cobaltit]

That page is direct from 3CX. There is no 3CX appliance that they make. They will support 3CX and 3CX only when installed in a supported environment or on supported hardware. They will help you troubleshoot when installed in a supported fashion. But there will not troubleshoot hardware for you. So find whatever your favorite kit is that meets the specifications listed on the page. Many of us have had good experience with Protectli devices which are similar do the device you are already using.

 

[JonoNEIT]

That page is direct from 3CX. There is no 3CX appliance that they make. They will support 3CX and 3CX only when installed in a supported environment or on supported hardware. They will help you troubleshoot when installed in a supported fashion. But there will not troubleshoot hardware for you. So find whatever your favorite kit is that meets the specifications listed on the page. Many of us have had good experience with Protectli devices which are similar do the device you are already using.

Thanks for your reply. I'm failing to understand what is required to be considered a supported environment and particularly supported hardware. The device I'm using seems to match the requirements or exceed them yet my request was shut down. I wasn't asking them to troubleshoot the hardware, I was asking for assistance with why phones were not provisioning:

Issue: Both phones show up on the 3CX phones tab as via SBC. When going to assign extension, I select the extension and options etc and click ok but nothing happens. Have been able to provision no issue via stun but as soon as the option is back via SBC and phone is reset, no dice. Have tried adding the provisioning link in the server URL field and no change.

The response from 3cx:

We will not be able to provide assistance since the SBC in use (NX32 Lite from Call4Tel) is not supported. Our suggestion is to install a 3CX SBC or Router phone, in which case we will be able to assist if any issues occur.
SBC in use is not supported - why not based on the specs shown on the link?
Install a 3CX SBC - This is what I have running on the NX32 the same as some are doing on Protectli. What's the difference?

Obviously the issue is now resolved which was an error in config but this would not be known when I requested support on the case. Essentially what I want to understand is why 3CX said no to assisting with an issue and if there is something wrong with the hardware I'm using then specifically what is the issue with it that makes it unsupported.

 

[SnakeRiverWebDevelopment]

Have you tried to login to the phones and put the provisioning link it to the phone settings and reboot the phone? I have had issues before on Yealink phones where they would not provision unless you put the the link in the phone disable Trusted Certificates and reboot. from that point on the phone would provision as instructed.

 

[JonoNEIT]

Have you tried to login to the phones and put the provisioning link it to the phone settings and reboot the phone? I have had issues before on Yealink phones where they would not provision unless you put the the link in the phone disable Trusted Certificates and reboot. from that point on the phone would provision as instructed.

Hey there

All issues resolved on this one, was an interface config issue with the device. Essentially the instructions advised configuring both WAN and LAN which didn't really make sense to me but go by the book first I guess. When I spoke to the disty to confirm some details inc is this necessary, they confirmed we could just use the WAN port if the VLAN has internet access. Reconfigured the WAN port to be on the LAN vlan using the same IP address I'd set on the LAN and removed the connection to the LAN port. However, it did not like the address still being in place and my guess is it was screwing with its routing table despite no cable being plugged in. Removing the IP from the interface resolved it and phones provision normally via uPnP. Next thing I'd like to test is option 66 if I can make the process automatic without having to assign the ext to the phone but not a worry either way on that.

Thanks for responding with some helpful suggestions, much appreciated

Jono

 

[SnakeRiverWebDevelopment]

Good to know

 

[SweetAction]

Essentially what I want to understand is why 3CX said no to assisting with an issue and if there is something wrong with the hardware I'm using then specifically what is the issue with it that makes it unsupported.

I think what may have happened is 3CX thought you were running some other companies SBC product, not running the 3CX SBC on some companies hardware. I.e. if I was asking for support using phones connected to 3CX via an AudioCodes SBC.

In short, if the hardware supports the Debian version being used (10 right now I think), and meets the spec, and the SBC software is installed from the 3CX ISO, they will support the software side of things.

 

[cobaltit]

I think what may have happened is 3CX thought you were running some other companies SBC product, not running the 3CX SBC on some companies hardware. I.e. if I was asking for support using phones connected to 3CX via an AudioCodes SBC.

In short, if the hardware supports the Debian version being used (10 right now I think), and meets the spec, and the SBC software is installed from the 3CX ISO, they will support the software side of things.

I was just going to say this. In your post you didn't specifcally say 3CX SBC and I think that's where the confusion game up. The particular issue you experienced could happen with any hardware or VM if you have multiple NICs