Remote Phone problem

[ScottLuc]

Hi all, first I have tried searching this issue and not found exactly my issue. I am also not expert but technically very capable

My system was professionally installed but after sales support very poor

I have a remote location on a site to site vpn synology routers.

I have 3 phones the cordless Yealink SIP W60B is always up and rarely any issues with it.
I have same location 2 Yealink T46S and these 2 units are very hard to keep connected, it seems any time router reboots they will not reconnect with 3cx again, local router says they are connected to the lan at remote side. Phone reboot, routers rebooted and 3cx system reboots do nothing to bring them back.

What does work always is I need to unplug the power and LAN cable from those 2 phones for about 2 hours plug them back in and I am connected again until the next drop.

Workaround but a real pain in the ......

Anyone have an Idea what is happening?

 

[leejor]

The fact that this...

Phone reboot, routers rebooted and 3cx system reboots do nothing to bring them back.

...doesn't help, yet, leaving the sets disconnected for 2 hours does, seems to suggest something is being "retained", perhaps, in your VPN router (at the host?), then "lost" after the devices are gone for a period of time.

I would first make use of wireshark on the WAN port of the remote router to see if there is a registration attempt, if the set is simply re-powered, which there should be. If that is not passing through, then look at the remote router. If it does seem to pass correctly, then look at the router at the 3CX end

 

[ScottLuc]

I will see if I can understand running wireshark,

My vpn is solid and I can access router and 3cx management et.. To me I almost think it is a provisioning issue or 3cx because I did a restore from backup on 3cx and instantly when finished phone logged in without even a reboot. Makes me think communication is good until 3cx.

Firewall test is perfect also in 3cx..

 

[cobaltit]

So what's weird is normally it's the W60B that doesn't like internet/VPN disconnects while the T4x series handles it just fine. I would confirm the phones are provisioned as Local LAN in 3CX, you are on the current version (ending in .6) and then try factory resetting the phones to make sure you have a stock 3CX configuration.

 

[ScottLuc]

Ok I checked those listed above, I did not factory reset phone yet as I not sure how to reprogram it to retrieve provisioning info.

I recall the guys setting up system could not get the w60b to connect no matter what we tried so he set it to stun and likely why it works and I understand can only have one stun device on same network.

I keep trying settings in the routers but no luck.

if anyone also knows IT guys that can assist remotely I.m happy to hire them. I have access to both routers remotely for the one hosting.

 

[cobaltit]

For the phones since you have the site to site VPN and only two phones you can get away with manual provisioning:

https://www.3cx.com/sip-phones/manually-provision-yealink/

Make sure the phones are provisioned in 3CX for Local LAN, factory reset the phones and then web into them and paste the provisioning URL.

 

[MMDTerry]

I had a similar issue, anytime i lost the tunnel the phones would fail to re-register and i would have to factory reset or wait them to get them back up. I don't remember exactly what i did to fix it, ill check to see if i left any notes.