Post 15.5 Upgrade bugs

[DalbyCC]

Hi folks,

I upgraded our 3CX to 15.5 at the start of the year and have had a few annoying bugs I can't solve.

We use Snom 710/715 & 720/725 handsets, the 720/725 handset firmware upgraded fine after the upgrade but the 710/715 handsets would error and restart. I tried downloading the firmware and replacing the one on the server but got the same error. I upgraded the handsets manually and the 3CX shows everything is fine but if any of the handsets reboot then they get stuck on the firmware upgrade error again, until they time out. Anyone seen this error and know how to fix it?

Also after the 15.5 upgrade my handsets started to get an NTP error and the time on the handsets are always a couple minutes out. I don't think this is a network issue but I can't find anywhere in 3CX to set the time server settings. Ideally I'd like the handsets to get the time from the 3CX server.

Thanks in advance for any help.

 

[AWS2P]

if you use global timezone, this in in general settings, search this




in extension phone provisionning options


Have you checked PBX date and time to see if is good this side?

 

[DalbyCC]

Thanks Aws2p,

Yes, they are set correctly. I've even tried a factory reset on a handset, the errors just come back.

 

[DalbyCC]

OK, I might have something. The 3CX server time is correct but I just found all the handsets are configured to point to an old NTP server. Not sure were that is coming from, must be in the provisioning template somewhere.

 

[cobaltit]

OK, I might have something. The 3CX server time is correct but I just found all the handsets are configured to point to an old NTP server. Not sure were that is coming from, must be in the provisioning template somewhere.

Are you using custom templates? You can try factory resetting a phone and then reprovisioning it. If still an issue it may be a DHCP option being handed out.

 

[DalbyCC]

No custom templates. I did find the reference to the NTP server in the provisioning file, which lead me to a forum entry about the NTP parameter in 3CX. Mine was indeed pointing to the old server.

Changed it to the correct setting and rebooted a few phones, all good, time is correct!

Now to figure out the firmware failure issue.

 

[JohnS_3CX]

Hi @DalbyCC

Depending on how old your firmware is, you may have to visit the manufacturer's site and install your in-between firmware versions manually, until you bring the phones to a level just before the once 3CX recommends. Then they will upgrade via the PBX.

Also, since you went ahead and upgraded to V15.5 you should consider moving to V16 soon so your efforts are not wasted, and you do not fall behind in versioning. This may possibly end up causing issues in the future when you need to upgrade again.

 

[DalbyCC]

Thanks @JohnS_3CX

We manually upgraded the Snom 715 firmware to the latest version after the upgrade, which is still showing as the most recent approved firmware on the 3CX web site at this time. This error appear straight after the V15.5 upgrade and even with the manual firmware upgrade the errors still appear. Our Snom 720/D725 handsets upgraded without errors after the upgrade. The 3CX console does not show any errors, see screenshot.

I'm going to attach screenshots of the firmware error the handsets are giving.

Error 1 comes up after a reboot, and when it times out error 2 appears.The provisioning files look fine so I don't know why the handset fails to connect to host. If I get time over the holidays I'm going to put wireshark on a handset to see if I can work out what host the error is from. We only have 1 3CX server, which is also the DHCP server for our voice VLAN. I'm sure it's just a config error, like the time issue was, but I can't find where the firmware updates are configured.

I am planning to upgrade to V16 sometime next year.

 

[DalbyCC]

@JohnS_3CX

Looking at the 3CX firmware page I've just realized that the 710 and 715 have different firmware versions, but when my Project Manager did the upgrade the provisioning file was listed as 710/715.

Could the error be caused by the wrong firmware version on the 3CX server? The error is on all the 715 handsets. 3CX is showing the 710 firmware version on the 715 handsets.

 

[DalbyCC]

I manually upgraded a Snom 715 handset to the latest version (10.1.37.11 on 3CX web site), the firmware error still appears on boot up however now the 3CX phone page now shows a not supported error. I think there is a definite issue with our 3CX setup.

I also removed the DHCP 66 setting this morning as per another recommendation, but it has made no difference either.

 

[JohnS_3CX]

Hello,

Either upgrade to V16 (because our site shows roms only compatible with V16 now) or if you will stay on V15.5SP6 (not recommended at all at this point) you will have to follow a different way to get the firmware for that edition of the PBX.

Let me know what you will choose to do, and I can advise you accordingly.

 

[DalbyCC]

Thanks @JohnS_3CX,

I'll discuss it with my team and get back to you. Most likely the upgrade will be brought forward from Easter break if time and resources allow.

 

[JohnS_3CX]

Sure thing, just start a new thread if you have any questions when the time comes and we can provide some assistance if needed.