Problems after upgrading to V. 16

[ITHelp]

I had version 15 and everything was working fine. After upgrading to version 16, I have a problem.

We have a few grandstream gxp 2130 phones. These phones were in version 15 as a custom template because v 15 did not support them. They were working fine. After the upgrade, these phones are ringing continuously/randomly (it showed they were calling themselves). I found that they were showing up as unprovisioned in the 3CX gui. I removed the phones from the extension and added them back and added the mac address (which was also missing after the upgrade). Rebooting the phones after this change made them stop ringing. Today, I had to reboot the internet at our school. When the internet came back, they started ringing again (calling themselves) and I had to reboot them. This is annoying. I can’t have them keep ringing if any interruption happens to the network connection. Any idea why that is happening? They have firmware 1.0.7. I tried upgrading to version 1.0.9. The phones reboot but they don’t upgrade.
I tried factory reset but didn’t help.

Another problem is that the extension shows up twice on the phone screen. I am attaching images with configuration.

Finally, I added an email address to one of the extensions and tried clicking on send welcome email so I can start using the 3CX app. The send welcome email button remained a darker gray color for a long time and I never received the welcome email. I tried twice.

Any help is appreciated.
Thanks

 

[cobaltit]

So first things first you need to get the phones on supported firmware and stock templates. You should probably factory default them as well.

https://www.3cx.com/sip-phones/grandstream-gxp21-series/

 

[ITHelp]

I am confused how to do this manually. So when I log into the phone’s UI, I should have the firmware point to the grandstream website instead of the 3cx grandstream firmware directory? Or how do I do it?
Can you confirm that address?
Thanks

 

[AWS2P]

you DL file from 3cx , you go in phone GUI search for your local file previously DL and apply to upgrade
https://www.3cx.com/support/phone-firmwares/
https://www.3cx.com/sip-phones/grandstream-gxp21-series/#h.m2eo77htp3dz
https://www.3cx.com/sip-phones/manually-provision-supported-grandstream-gxp/

 

[ITHelp]

That’s what I was doing and it was not upgrading. I downloaded 1.0.9.x and put it in the grandstream firmware 3cx folder on my computer.
In the phone gui, I changed the firmware directory to point to my 3cx folder with the downloaded firmware.
I selected the phone and clicked +firmware to upgrade. It showed the attached image. Phone rebooted. No upgrade occurred.

 

[AWS2P]

did you search about step version perhaps 1.07.81 is too old to be updated to latest directly, you need perhaps intermediate level

 

[cobaltit]

So you don't need to download any firmware manually, and it's recommended not to. The problem is not getting the latest 3CX supported firmware down to your PBX, the problem is getting your phones upgraded to that firmware.

This generally boils down to one of two things:

• Your phones are remote and your current firmware version doesn't support the LE certificate 3CX uses. This requires a manual firmware upgrade
• Your phones are too far behind and there's an interim firmware upgrade needed which 3CX doesn't handle and you need to do a manual firmware upgrade.

Since this is more of a Grandstream issue rather than 3CX, Grandstream is going to be your best avenue for support. If you look on their website you'll see a note saying that if your GXP21xx phone is on firmware 1.0.7.x and can't upgrade to 1.0.9.x directly, then you need to do an interim upgrade to 1.0.8.x first.

http://www.grandstream.com/support/firmware

So you'll want to factory reset the phones and bring them up to 1.0.8.x firmware. From there you can either upgrade them again to the latest SUPPORTED firmware from 3CX available here:

https://www.3cx.com/support/phone-firmwares/

Or provision it via 3CX and try to upgrade the firmware from inside of 3CX. Note that manually upgrading the firmware to 1.0.8.x only takes care of the second scenario I outlined. The first scenario may still be relevant as well but if your phones provision you should be ok.

The moral of the story is try to stay current with your templates and firmwares, otherwise you run into these types of issues. Sometimes you get old product from where ever you bought phones and can't help it, but if you buy from reputable and certified partners like us (phone manufacturer certified in this case) then you should get current product or at least help bringing it current. Those cheap online stores can sometimes be more trouble than they are worth.

 

[JohnS_3CX]

Hi @ITHelp

This can indeed happen sometimes when the firmware you have is too old and the manufacturer does not allow it to upgrade to the latest version we provide.

In this case you can follow the suggestions above to bring the devices up to date manually to a version that's just before the one we provide (as suggested by the members above).

You can try this on 1-2 phones to test everything is ok, and then go ahead and do the rest. Remember to factory reset of course before starting and then provision with our default built-in template for best results.