Remote Extension

[Scott EIT]

It used to be extension number and voicemail pin.
Now it's supposed to not even ask for it, so I'm unsure. You can try the ext and pin, but I wouldn't hold my breath on it.

Thanks for the reply but ext and pin doesn't work. So what now? Wait two weeks? Surely there's a way round this!

 

[JohnS_3CX]

Okay, so I've deleted the phone from the extension, factory reset the phone, upgraded the firmware. Now when I try add the phone back to the extension and restart the phone I'm being prompted on the display for a username and password.

After you reset and upgraded, the phone still found the old RPS entry.

So when you added the phone the 2nd time the credentials it learned earlier and invalidated.

At this point simply factory reset once more, and the phone will pull the latest RPS entry from the servers instead of trying with the old one.

 

[Scott EIT]

After you reset and upgraded, the phone still found the old RPS entry.

So when you added the phone the 2nd time the credentials it learned earlier and invalidated.

At this point simply factory reset once more, and the phone will pull the latest RPS entry from the servers instead of trying with the old one.

Didn't work John. I'd already tried 3 or 4 factory resets but everytime I did it I was prompted for the username and password. I noticed in the phone's web portal, everytime the phone started straight after the factory reset the static provisioning server details were already populated before doing anything.

I've contacted support and been advised the MAC has been removed from the RPS.

 

[Scott EIT]

After MAC address removal from RPS the phone installed no problem. It seems there's an issue somewhere with the process. It's a bit of a pain having to request support everytime a handset is factory reset, for whatever reason.

 

[Scott EIT]

Quick update from support:

Once the RPS request is sent it will remain on the server for 14 days. If it needs removed it can only be done through raising a ticket to Technical Support.

So bottom line is,you can't factory reset a handset and reinstall it without involving support, unless you can wait 2 weeks...

 

[JohnS_3CX]

Hi Scott,

Not quite, I think support just removed it to make the process easier since you asked them, but it's not a necessary step.
However if you need it removed for any reason, then yes you will have to go via support.


Here is my suggestion if you wish to re-deploy a phone that already exists in the RPS currently.

1. Delete the phone from 3CX

2. Factory reset it (and ignore when it asks credentials)

3. Perform your upgrade

4. Add it back in 3CX fresh

5. Instead of rebooting now, Factory reset again as your final step.

This now means it is no longer necessary to ask to have the RPS entry removed if you run into trouble.


PS: I can't say for certain what happened in your case, but as they say the devil is in the details and I suspect this was due to the order in which the task was carried out causing a loop, one that can easily be cured using the above steps.

 

[Scott EIT]

Thanks John.

I think maybe step 5 is where I went wrong possibly. I factory reset on a number of occasions but each time I factory reset I removed it from 3CX prior to the reset. I'll try that in the future.