Remote LAN 2135 showing duplicate

[SBuckley]

I have a cloud (Lightsail) v16.0.1.273
Client site has 2 phones: 1 GXP2135 and 1 GXP1625 both provisioned via STUN
The 2135 has duplicate entries on the phones tab, and has intermittent issues such as:
Outbound call sits on dead air and never dials out
Doesn't ring on inbound

The 1625 doesn't seem to have any issues, he doesn't use the phones much at this time.
I have checked that they are both on current firmware and don't overlap ports. RTP and SIP ports are forwarded from the site's router

Any ideas?

 

[AWS2P]

did you try a power off and on on concerned phone?
in past have got same behavior with phones duplicated alone in console, i just fixed this doing a complete power off/on

 

[SBuckley]

I've rebooted, reprovisioned, still happens.

 

[Evolute IT]

I've rebooted, reprovisioned, still happens.

For your outbound call issue, try enabling "PBX Delivers Audio" on both extension concerned.

For the duplicata, from my experience, it just goes away after a few minutes (hours in some cases but rare).

 

[SBuckley]

Already set them to "pbx delivers audio"
It's been a over a week.
I've done everything I've seen in other forum posts.

 

[cobaltit]

Have you confirmed the firewall test on 3CX passes and that SIP ALG is disabled on the client site? Also the SIP and RTP ports chosen should be forwarded to the phones (per phone).

 

[BrenttG]

When a phone shows up with duplicates, this is due to multiple sets of ports being registered for the phone within a short time frame, usually caused by the firewall at one end or the other forcing the phone to remap to different ports, after it has initially registered using one set, thus 3CX gets 2 seperate registrations for it. Seen this with Sophos and Sonicwall before, usually just have to fully disable SIP ALG, and set consistent nat properly.

Most of the time tho, when duplicates appear, its the firewall causing it. In a rare care, a corrupted template on a phone can also cause it, and to fix that you just factory reset and reprovision it, as its the phone, not 3CX causing it.

What firewalls are at both ends?

 

[SBuckley]

3CX is on Amazon Lightsail, firewall passed. Phones are behind the ISP router, I have verified with them that there is no SIP ALG on that router, ports are different for the 2 phones and port forwarding is set up. I have logged into the phone and checked that the ports listed in the phone GUI match what is on the PBX and reprovisioned it.

 

[BrenttG]

What model ISP router? The fact that 3cx firewall check passes, means nothing in regards to the isp modem/firewall when 3CX is hosted in the cloud or offsite, and we see a lot, A DAMN LOT, that the ISP provided low end modem/router combos filter a lot of ports without telling you. DSL modems are the worst at this, especially Actiontek, Zyxel, CenturyLink, Frontier, etc. We usually end up having to place these devices in bridge mode and drop a pfSense behind them to get 100% flawless operation.

 

[SBuckley]

ISP is Spectrum, router is Sagemcom F@st5260
I had them do a factory default on it and then redid the port forwards, seems to be behaving now as far as the double registration. I'll have to wait to see if the client still has issues or not.