Regenerate Extension does not reprovision phone

[KF-Dale]

3CX Server Version: 15.5.15502.6
GrandStream GXP2160 Firmware: 1.0.9.102

When using the management interface and regenerating an extension on the new Service Pack, this does not reprovision the associated device(s) - contrary to the message box that says it will do so.

This means that my devices continue to try and authenticate with outdated information to the Server, and they end up being blacklisted. Even if I go to phones and reprovision the device manually it cannot communicate with the phone so does not push out either.

 

[eddv123]

This model is a supported phone: https://www.3cx.com/sip-phones/

And you are right:

"All selected extension passwords and credentials will be reset and new ones will be generated.
Supported IP Phones will be automatically provisioned."

I would check the firmware is up-to date as far as 3CX is concerned (I don't use Grandstream so cannot tell you which) and also confirm where the phone is located (local lan, VPN, SBC, STUN or another VLAN) for example.

 

[KF-Dale]

The firmware is the official release and latest available via the 3CX Panel.

It is connected directly via local LAN.

 

[eddv123]

Flat network with no VLANs ?

If this is the case you should raise this with 3CX support, but it would be interesting to run Wireshark on the local LAN and see if provisioning requests are actually being sent to the phone and what the phone is responding with.

 

[KF-Dale]

Correct, flat with no VLANs.

We use custom templates on our phones based on the official one, with no changes to anything that should affect this area of functionality. However to eliminate the template being a problem I have also provisioned a device with the standard template and tried the same process - but I still get the same problem.

 

[YiannisH_3CX]

Hello @KF-Dale

I was able to replicate the issue using a Grandstream device. The issue is that the PBX will send the re-provision command to the phone using a NOTIFY message but the phone requests authentication. Since the credentials in the management console have already changed the PBX sends the new credentials to the phone but the phone does not recognise them. We will contact Grandstream regarding this issue as the phone should not ask for Authentication in this scenario.
For now after you regenerate the credentials of the extension you can reboot the phone so the phone re-provisions and gets the new credentials.

 

[earthwing]

1. The frustrating thing is the Voice Mail system password is apparently getting changed so we are getting a slew of calls.
2. I've had to ask customers to do a factory reset to get granstream 2130's to work. As for Yealink I've had about a 95% success rate.
All our systems are cloud hosted

 

[KF-Dale]

Hello @KF-Dale

I was able to replicate the issue using a Grandstream device. The issue is that the PBX will send the re-provision command to the phone using a NOTIFY message but the phone requests authentication. Since the credentials in the management console have already changed the PBX sends the new credentials to the phone but the phone does not recognise them. We will contact Grandstream regarding this issue as the phone should not ask for Authentication in this scenario.
For now after you regenerate the credentials of the extension you can reboot the phone so the phone re-provisions and gets the new credentials.

Hi, this is the situation I had concluded anyway, so thanks for reaffirming. I have however just tested what you advised to reboot the phone but it does not pull in the new credentials and gets blacklisted anyway. I will just avoid updating the credentials until a fix/solution has been confirmed - I know I'm asking how long a piece of string is, but do you know how long this would take, or at least what type of update to look out for (e.g. 3CX update or Grandstream firmware).

1. The frustrating thing is the Voice Mail system password is apparently getting changed so we are getting a slew of calls.
2. I've had to ask customers to do a factory reset to get granstream 2130's to work. As for Yealink I've had about a 95% success rate.
All our systems are cloud hosted

Looks like you posted this in the wrong thread or otherwise may need a new thread @earthwing

 

[YiannisH_3CX]

Hi, this is the situation I had concluded anyway, so thanks for reaffirming. I have however just tested what you advised to reboot the phone but it does not pull in the new credentials and gets blacklisted anyway. I will just avoid updating the credentials until a fix/solution has been confirmed - I know I'm asking how long a piece of string is, but do you know how long this would take, or at least what type of update to look out for (e.g. 3CX update or Grandstream firmware).

I have tested the reboot scenario on a few Grandstream devices before posting and they all got re-provisioned successfully so not sure why the phone is not pulling the config file. Perhaps a wireshark capture will be able to tell you why the phone is not pulling the new config.
Regarding the fix please note that we are in the process of contacting Grandstream to see what the best way of resolving this is so i cannot provide an ETA.

 

[nub]

Local hosted 3cx, I had this issue with all my yealink phones after I upgraded the other day, I just un blacklisted them in 3cx and power cycled the phones manually and it was all good.

My guess is during the upgrade the phones were provisioned and login credentials stored, and the upgrade process was so fast that the phones never re-provisioned and got black listed using the credentials from the previous provisioning.

 

[AWS2P]

Hi,
@YiannisH_3CX
you can add GXP1625 on your todo list , with same problem. also encountered with all snom 300, and snom DECT base M300 and Gigaset N510.

 

[YiannisH_3CX]

Thank you for the update. This seems to affect many Grandstream devices so the fix should apply to affected devices.
Please note that Dect devices also will not automatically reprovision during the password regeneration. Any device that cannot be automatically provisioned and you manually need to add the provisioning link to it will not automatically reprovision.

 

[bbaker73]

Similar trouble with Yealink phones and some windows clients.

Sites remote STUN phones, pbx cloud hosted.

T42G's (3 sites tested) seem to do fine with the regenerate. T46G's do not even with whitelisted IP's. Reboot the phones fixes most, I had to reprovision a couple

On blacklisted sites, unplug phones, remove blacklist, reboot phones. Fixes most, had to manually reprovision a couple.

Windows clients affected too. Most come up with invalid password and stay there. Exiting/restarting does not fix. Initially, I was manually updating the auth ID and password in each client account settings. The last couple we tried a reboot of the PC and that worked.

Android push extensions, we noticed were not registered after regenerate. Those we just needed to have user open the app once on the phone to reregister.

So far, I've just done regenerate on my small clients, all extensions at once. Trying to get a better process down before moving on to the larger clients for less disruption. This is VERY time consuming.

 

[Marari]

Had the same issue with Yealink T29G's and T27G's. Had to manually reboot the phones in order for the re-provisioning to take place after the regen command.

Some T29G's worked (5 out of 23) at one site - had to manually reboot the others. Factory reset was not required. Google Cloud hosted 15.5 sp6 update from sp5

I only have 1 T27G in use - that failed and had to be manually rebooted. Factory reset was not required. Google cloud hosted 15.5.5 sp6 update from sp5

 

[Baasanjargal Tsogbadrakh]

Grand Stream GXP1610 cannot automatic provision on local lan.

 

[YiannisH_3CX]

Grand Stream GXP1610 cannot automatic provision on local lan.

There was an update to the Grandstream template that should fix this issue. Please make sure that you have downloaded the template and re-provisioned your devices before regenerating the passwords.

 

[complex1]

I had the same issue with Snom's 300 and 320, all on local LAN. I had to manually reboot the phones in order for the re-provisioning to take place after the regeneration command.

 

[YiannisH_3CX]

I had the same issue with Snom's 300 and 320, all on local LAN. I had to manually reboot the phones in order for the re-provisioning to take place after the regeneration command.

As these are end of life models there are some settings that cannot be applied automatically and as there are is no new firmware for these phones you will need to reboot the devices to apply the changes.

 

[KF-Dale]

Hi @YiannisH_3CX

I can confirm this update has fixed the issue.