Phones wont accept Voicemail password when trying to authenticate

[Xeron]

I had problems with new client yesterday, I had 3 Yealink T54W Handsets using an AWS 3CX System and it didn’t matter what I did I couldn’t get the new handsets to authenticate. I think because I changed there Voicemail passwords to 1234 before setting them up that may be the problem.

They still connected using SBC but have error on handset saying unable to Authenticate. They still work also although intially I had issues setting up BLFs and SP Buttons.

Very Strange, its like they still use the original Voicemail password, but I didn’t make a note of the original passwords.

Is there a way to check and resolve this issue, would the changing VM passwords before connecting to PBX be the cause.

 

[Xeron]

This is the error Im still getting
07/17/2022 6:56:46 AM - [CM102001]: Authentication failed for AuthFail Recv Req REGISTER from 69.167.44.202:57438 tid=1290854101 Call-ID=2028774913-721740218-174998151: REGISTER sip:54.66.9.96 SIP/2.0 Via: SIP/2.0/UDP 10.4.1.103:57438;branch=z9hG4bK1290854101;received=69.167.44.202 Max-Forwards: 70 Contact: <sip:[email protected]:57438> To: <sip:[email protected]> From: <sip:[email protected]>;tag=1871337217 Call-ID: 2028774913-721740218-174998151 CSeq: 2 REGISTER Proxy-Authorization: Digest username="709",uri="sip:54.66.9.96",algorithm=MD5,realm="3CXPhoneSystem",nonce="414d535962d3422e20:1690a0edd864b127a1e8f9a6776b0911",response="417d23b54059978044b45563633b368f" User-Agent: PolycomVVX-VVX Content-Length: 0 ; Reason: Credentials don't match, check that authorization-ID and password match the ones in extension settings

 

[JohnS_3CX]

Hi,

Please start by reading this post, and providing us with details so we can better understand your conditions:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

PS: The message you posted above is unrelated

 

[Xeron]

Hi,

Please start by reading this post, and providing us with details so we can better understand your conditions:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

PS: The message you posted above is unrelated

Im not sure what other information you need. Both of the posts are the same issue. I was just trying another attempt before spending more hours on what probably is a simple fix.

 

[JohnS_3CX]

You could share all the details contained in the suggested link I shared. That would immediatly give away any red flags that we could advise you to address to save hours on what may be a simple fix.

They still connected using SBC but have error on handset saying unable to Authenticate. They still work also although intially I had issues setting up BLFs and SP Buttons.

..but based on this alone, I think you better start by updating your PBX and SBC to the latest stable versions (18.0.4.965 & 18.1.36) and then deleting the phones from their extensions so the system forgets them. They appear to be misconfigured at the moment.

Once this is done, pick a single phone and follow the Yealink guide to the letter, and I do mean entirely from scratch: https://www.3cx.com/sip-phones/yealink-t5-series/

This would be the fastest way to get the phones working as they should, without the need of spending hours.

If it works on that phone, simply repeat for the rest until you have them all up and running without a minute wasted.

 

[Xeron]

I just received a message from one of our Senior Technicians and this error is not just for one of our clients trialling the 3CX PBX, its All of them. Any customer that changes there Voicemail PIN is receiving the same error. Is it a 3CX thing and yes of course we have used the latest Software for both 3CX and the Handsets as these are new installs.

 

[AramS_3CX]

I just received a message from one of our Senior Technicians and this error is not just for one of our clients trialling the 3CX PBX, its All of them. Any customer that changes there Voicemail PIN is receiving the same error. Is it a 3CX thing and yes of course we have used the latest Software for both 3CX and the Handsets as these are new installs.

Hi Xeron

We tried to reproduce your problem in our lab but without success - everything works as expected.
Can you please the following thinks for us?
1. What type of provisioning did you use initially? SBC or Direct SIP?
VM PIN is used to authenticate phones provisioned using the Direct SIP method but you are mentioning SBC. There is something wrong here.
If phones were first provisioned using the Direct SIP method and then changed to SBC you need to:
* Contact Yealink to remove the MAC addresses from their RPS server (or wait 2 weeks without setting the provisioning method back to Direct SIP)
* After that, reset phones to factory settings and provision again.

2. What is the current provisioning type? SBC or Direct SIP?
If SBC -> do steps described on point 1
If Direct SIP -> check if the "Disallow use of extension outside the LAN (Remote extensions using Direct SIP or STUN will be blocked)" is disabled. If not, disable it and reboot phones.

And one last thing - if you are complaining about Yealink T54W, then why do you provided logs of "PolycomVVX-VVX"? Are you sure that you are investigating a proper 3CX Phone System?