re-assigning a phone to another extension (not working)

[Shawn]

15.5.15502.6 with fanvil x4 with 3cx firmware 2.4.0.5572
i had hardware problems with the phone at one extension and decided to swap it out with a phone at another extension (that was not being used)
i deleted both phones from both extensions
removed the defective phone from the network
reset the replacement phone by holding # during boot and *#168 (3cx instructions)
plugged the phone into the network
it shows up as an unassigned phone in the phones tab
i assign it to the extension that i want it to go to but nothing happens.
the phone does not reboot and provision as it should

i don't understand why this simple task is not going as it should.

am i doing something wrong?

 

[Shawn]

by the way, after i assign the phone to the extension (the last step as noted above), the phone does not show to be assigned to an extension in the phones tab and simply remains there highlighted in bold as if it were an unassigned phone however, it shows to be assigned to the extension that i assigned it to under the phone provisioning tab of the assigned extension.

i also tried resetting the phone from the phone's web portal but had the same results

does 3cx hang on to the mac address somewhere since this phone was previously used on another extension? am i supposed to do something else that i'm missing here?

i'm pretty sure that if i get a new phone out of a box (that 3cx has not seen before) it will work as it should. i'll probably wind up trying this and will post the results.

 

[Shawn]

i took another phone out of a box
reset it the same way
plugged it into the network
it shows up under phones as new hardware
i assign it to the extension
it reboots and provisions as it should
i updated the firmware to the latest and it now works fine as it should

i'm not sure why the other phone did not respond the same way. the only thing different here is that the other phone used to be assigned to another extension.

any ideas?

 

[YiannisH_3CX]

Hello @Shawn

That does sound weird as 3CX does not retain the MAC address of the phones when you delete them. If there is a conflict with the MAC address the management console will give you a warning that the same MAC address is being used by a different extension. Let me try to replicate with the same phone model and get back to you.

 

[YiannisH_3CX]

Hi @Shawn

I tried to replicate the issue with a Fanvil X4 but i was unable to. I actually switched the phone around between 3 or 4 extensions while factory resetting it after each change and the phone would provision every time. The only think i can think of is that perhaps the IP of the phone got blacklisted for some reason and that is preventing if from provisioning. If that is not the cause of the issue then you will need to perform a capture while you try to provision the phone and check the signalling.

 

[Shawn]

i couldn't get it to work so i wound up re-flashing the phone to an older fanvil firmware using ftp in host mode and it is working as it should now. i don't have an explanation for this. i did update it to the latest 3cx certified firmware after it provisioned correctly.

i did check in the blacklisted ip's but, this phone is located on a voip dedicated LAN and the entire subnet is whitelisted and the ip was not listed in the blacklist

 

[YiannisH_3CX]

Glad to see you got it working this way but you really should not face this issue. Let us know if you face the same issue again. Perhaps you can run a capture of the provisioning attempt and see what is causing this.