Provisioning with a Fanvil X6

[Luke Ivison]

Hi

We have been recently experiencing a problem when provisioning our Fanvil X6's with 3CX. We add them to 3CX server and then go to the Fanvil UI and input the provisioning link then restart the phone (this is how we have provisioned all our Fanvil phones and its worked till now). Once the phone has restarted it doesn't fully copy the provisioning link over therefore the phone will not provision.

I have tried factory resetting the phone, putting the fanvil firmware back on it and starting from scratch however i cannot get the provisioning link to copy over fully. It's as if the box where the link goes is limited to a max set of characters.

Has anyone come across this or got any ideas what is going on?

Thanks
Luke

 

[phonemaster]

Hi

We have been recently experiencing a problem when provisioning our Fanvil X6's with 3CX. We add them to 3CX server and then go to the Fanvil UI and input the provisioning link then restart the phone (this is how we have provisioned all our Fanvil phones and its worked till now). Once the phone has restarted it doesn't fully copy the provisioning link over therefore the phone will not provision.

I have tried factory resetting the phone, putting the fanvil firmware back on it and starting from scratch however i cannot get the provisioning link to copy over fully. It's as if the box where the link goes is limited to a max set of characters.

Has anyone come across this or got any ideas what is going on?

Thanks
Luke

Hi Luke,
How long is your provisioning URL? As I know the limit there is 91 characters. Is your provisioning URL longer than this?
The longest provisioning URL that I used till now is 62 characters and it perfectly worked.
To be sure that it's a problem with the "max set of characters", replace your FQDN with the IP address and try to provision the phone.

 

[Luke Ivison]

Hi

Our provisioning URL is 49 characters using the FQDN and its 48 characters long using the IP Address. The annoying thing is we have around 20 Fanvil x6's and this is only happening on 2 of our phones the other 18 work perfectly fine.

The 2 phones worked perfectly fine until we logged someone out and it crashed so had to factory reset them.

I have tried with the IP Address and its doing exactly the same it seems to cut off at 32 characters.

Thanks

 

[Luke Ivison]

Any more ideas?

 

[Lee Cramman]

Is it possible you can only see 32 characters due to the size of the text box but the other characters are actually still there?

You could check by clicking into the box where you pasted the link and then moving all the way to the beginning and end using your arrow keys.

 

[Luke Ivison]

The provisioning link is fully there on the phones UI but not on the actual phone

This phone has been setup before and provisioned with 3CX but it got stuck when logging a user out of it and crashed so i had to factory restore it and now it wont provision at all. its strange

 

[Lee Cramman]

If it shows correctly in the web ui then It's possible the phone is just truncating the link when it it displayed and your problem could be elsewhere.

 

[Luke Ivison]

It's a strange one, it's picking it up in the plug and play but then when you assign it an extension it doesn't register at all. Then when you try to add it manually it also doesn't register.

 

[YiannisH_3CX]

What firmware is the phone running and what is your provisioning method?

 

[Luke Ivison]

Hi, the firmware is 1.4.4.2 and i provision manually.

1. i add the phone into either the hotdesking or assign it an extension
2. i then copy the provisioning link over to the static provisioning server in the server address, change the protocol type top http and update after reboot.
3. i then update and usually it provisions with the server and gives it an extension or hotdesking number

One thing i have noticed recently is that the time and date on all phones went to 01/01/1970 00:00 and then everytime the phones get rebooted they go back to that date

 

[AramS_3CX]

Hi, the firmware is 1.4.4.2 and i provision manually.

1. i add the phone into either the hotdesking or assign it an extension
2. i then copy the provisioning link over to the static provisioning server in the server address, change the protocol type top http and update after reboot.
3. i then update and usually it provisions with the server and gives it an extension or hotdesking number

One thing i have noticed recently is that the time and date on all phones went to 01/01/1970 00:00 and then everytime the phones get rebooted they go back to that date

Hi Luke,

1. Is it possible that you are using the old (not supported) Hardware version 1.0 (or 1.1)?
Please check.


Please remember that the only Hardware V1.2 (and higher) is supported by 3CX.
If it's an old version, please contact to Fanvil directly.

2. Is it possible that you have DHCP Option 66 (or 43) configured for these IP addresses?
Please check it on your DHCP server.
You can also try to disable it from the Fanvil phone before the provisioning:


3. These Date and Time are very strange. It looks like the phone can't resolve the "0.pool.ntp.org" and "time.nist.gov" (default NTP servers of the Fanvil phones).
Please check your DNS server.
You can also try to replace the NTP server addresses with the IP addresses and try to provision the phones after that. You can change them from the UI of the phone (Phone Settings->Time/Date page)
"0.pool.ntp.org" - 62.228.228.9
"time.nist.gov" - 132.163.97.1
If the time will be OK after that, this means that you have problem with DNS server.
Fix it or use Provisioning URL with IP address (and not the FQDN) of the PBX.

4. You wrote "...change the protocol type top http...".
Please remember that in case of not Local provisioning type (SBC or RPS) you need to use the HTTPS and the external address of the PBX.

 

[Luke Ivison]

its on hardware v1.2

we have dhcp option 66 configured on our dhcp server but we need this to provision our polycom phones

I have just configured one of the phones i have been having trouble with using dhcp 66 and it worked but the other two dont

I have also tried disabling dhcp 66 and it doesnt work again

we use http as our protocol because we use a local server for provisioning

it's getting annoying now as its only happens when the phone needs to be factory reset because when we log a user out of hotdesking it crashes. However when we buy a new phone we have no problems provisioning for the first time.

 

[AramS_3CX]

its on hardware v1.2

we have dhcp option 66 configured on our dhcp server but we need this to provision our polycom phones

I have just configured one of the phones i have been having trouble with using dhcp 66 and it worked but the other two dont

I have also tried disabling dhcp 66 and it doesnt work again

we use http as our protocol because we use a local server for provisioning

it's getting annoying now as its only happens when the phone needs to be factory reset because when we log a user out of hotdesking it crashes. However when we buy a new phone we have no problems provisioning for the first time.

In this case, it looks like these 2 phones are broken or, at least, have some memory issues.
If 18 phones are OK in the same network and using the same credentials, then these 2 are problematic and you need to RMA them.
I can suggest to you to contact Fanvil (or Fanvil distributor) directly and try to replace them.

 

[Luke Ivison]

Hi, yes that would be great

Thanks
Luke

 

[Lee Cramman]

Just something that might be worth a quick try before you RMA.

After factory resetting my last 6 Fanvils using the method outlined in the 3CX config guide (I was moving a server from local to cloud) I could not get the phones to provision no matter what I tried until I did a factory reset in each phone's web portal (ticking the appropriate boxes) instead after which I could provision without issue.

My best guess was that the 3CX method factory reset still left something in the settings that was causing difficulty but the web portal method cleared it.

May well be a red herring for you but might be worth a try as it would only take a couple of minutes.

The only other suggestion I have is to ensure that you downloaded the correct firmware from 3CX rather than Fanvil.

 

[Luke Ivison]

that didnt work :-(

I need to raise an rma request request, is it possible for that contact please Aram?

 

[AramS_3CX]

that didnt work :-(

I need to raise an rma request request, is it possible for that contact please Aram?

Hi Luke,

You can contact them using the following email address:
[email protected]

 

[Luke Ivison]

Hi Aram

Could Cisco Umbrella be blocking any phone within our 3CX network from syncing to the 3CX server and not provisioning, not getting a time and date update and also not syncing the history calls list on the handsets?

Thanks
Luke