SHARED PARK STUCK able to finally reproduce HELP! :)

[RSieren]

Shared Park Stuck Issue - able to finally reproduce - any suggestions on this????

@AltecSolutionsGroup
@dmat1175
@JohnS_3CX
@ChrisC_3CX


there are two other closed articles on this - I am just expanding our findings
https://www.3cx.com/community/threads/extensions-getting-stuck-in-shared-parks.114907/
https://www.3cx.com/community/threads/stuck-on-shared-park-after-picking-up-twice.86516/

This is brand new deployment last week- latest versions - outside of using T46s phones that they client already owned.

We are now able to reproduce the problem at will and have narrowed it down to the problem.
Here is what we know:

We have an SBC Custer at the main office (100 Phones)
we split this up into 3 and it has no effect on the problem.

At our vendor office at (remote office) we setup a sort of test lab connected to the system remotely.
We are able to re-product the problem at will now.

3cx PBX – hosted in our datacenter
At our office I have setup a Yealink T54w Router phone
I have a second Yealink T54w Router phone using the other T54w router phone as the SBC.
We then setup (3) Yeaklink T46s phones also using the T54w router phone as the SBC.
I also have (1) Yealink T42s phone as well using the T54w router phone as the SBC.
All phones running the suggested firmware by the 3cx system
For the T54w’s the firmware is: 96.86.0.76
For the T46s’s the firmware is: 66.86.0.5

All phones work and are connect to the system. We can make and receive calls fine.
All phones have been setup with BLF just like all of the other 125 phones that are the main office and two remote offices.
All phones have BLF’s of: Line Key, Line Key, SP1, SP2,SP3,SP4

From the T54w – if we make a call to my cell phone – I can then put the call on any of the SP1-4 and pick up the other T54w – and I can do this over and over for 10 mins without issue.

We then run this same test on the T46s phones. The number of times varies, but if we continue to put a call on SP1,2,3,4 and pass it around the phones, within no more than typically 30 secs to 1 minute – the SP button will stick in use after one of the SP releases. Then when the call is ended – the SP light remains on forever stuck to the last phone it happened on.
Testing over and over – we can reproduce the stuck SP typically within 30 secs to 1 min – no more time is ever needed. Basically, shared parking between 2 and 10 times will create this issue. Note the final call you can still talk to the person and hang up the call – but the SP remains lit – stuck with music.
We go back the T54ws and we cannot create this problem whatsoever.
We can start the call on the T54w – do like 25 shared parks back and forth on the T54ws no issue, then start using SPx on the T46s with the same call and problem will occur.

NOTE when this SP is stuck – if will not auto clear from the drop Shared Park even after 3cx is set to drop shared park calls after 10 mins – it will stay stuck well past this setting. Now a normal SP call that is working will drop after 10 mins when tested like the settings are set.

2 Notable things:
If we add a BLF of SP10 (which is not on any other of the 125 phones) using this SP10 on the T46s we cannot get the SP to stick.
So it appears to be a combo of this firmware on the t46s phones, and having the SPs on a lot of active BLFs have this sticking issue.

As a test – we changed the T46s firmware up to the 2010 version of: 66.86.0.15.rom No change in the problem. Shared Park will still stick within 1 min of testing on the T46s phones.
We then put the very new 2023 firmware of 66.86.0.160 on the (3) T46s – and the problem does NOT happen anymore. We were able to test Shared Park 1-4 for 5 straight mins without issue. (testing many times) But 2 issues with this:
1. We really should not run non-supported firmware so we assume this is really not a fix option.
2. The phones seem to auto roll back after some time anyways – not sure how to stop 3cx from changing the firmware back.

So we basically have to tell our customer they have update 100 T46s phones to T54s – even though T46s is listed as a supported phone.
Or we have to run an unsupported firmware – we even sure how to stop the 3cx system from rolling it back automatically as well

any suggestions????

 

[RSieren]

Note: We really cannot limit the SP usage the reception group of 50 people need to put calls on SP then contact basically anyone in the company. System should support 125 people using the same SPs from BLFs right?

 

[SteveITS]

If you look at Panel and/or other phones is a call actually parked or is that BLF only lit on the one phone?

 

[TheodorosG_3CX]

Are you using a 3CX Supported Provider?
Do you replicate with internal calls as well?

 

[jed]

2 Notable things:
If we add a BLF of SP10 (which is not on any other of the 125 phones) using this SP10 on the T46s we cannot get the SP to stick.

Perhaps a stupid question, but how many Shared Parking places did you select for this system?

Settings --> Shared Parking

 

[RSieren]

If you look at Panel and/or other phones is a call actually parked or is that BLF only lit on the one phone?

Once the problem happens the SP BLF is parked on all phones and the panel shows the SP - in use by the phone where the problem occurred. The SP will remain parked forever, even though we have it set to drop after 10 mins. If you enter the SP from any phone you here music, just like if you hit SP without an active call.

 

[RSieren]

Perhaps a stupid question, but how many Shared Parking places did you select for this system?

Settings --> Shared Parking


View attachment 37629

No changes to default we have 10. All phones BLF's have 2 LIne Keys, SP1-4.
Two remote offices have SP5-9
SP0 and SP10 are not in use on any phones.

 

[RSieren]

Are you using a 3CX Supported Provider?
Do you replicate with internal calls as well?

We are the 3cx provider and host many systems without issue.
This is only location in which we using T46s and T42s phones.
The problem never happens on T54ws phones - so of course one fix is to just replace all of the phones. We are able to fix the problem by testing firmware that was just released 2 weeks ago by Yealink - but running un-supported firmware seems too risky as well.

the problem only happens when you have lots of phones with BLF's it appears.
Putting in more SBCs etc did not fix the problem. the problem does not seem system related as firmware can be changed the problem stops.

 

[RSieren]

We basically have two solutions - get rid of the T46s phone - but we look bad as reseller saying a supported phone doesn't work - or play with fire and run unsupported firmware.

I have a ticket open with support as well - hoping they can shed some light -

 

[dmat1175]

Basically the same for us. The Yealink firmware updates for the T53W and T54W fixed the issue on those phones (which luckily are the majority of our phones). However the T58A went EOL and didn't get the updated firmware. We only have about 15 of those so its not nearly as problematic as before. For us, it may only happen once or twice a day, but does still need to be monitored.

I tried opening a support ticket with Yealink directly, but they blew it off as a 3CX problem and didn't really offer any help so I doubt any of the older phones will ever get whatever fix was in the 96.86.0.72 firmware update. I could not get an answer if any updated firmware will be released for EOL phones in this situation.

But yea, it stinks. The T58A's still work perfectly fine other than this specific issue.

 

[RSieren]

@dmatt1175 - thank you for confirming - Basically firmware issue with 3cx system as the phones worked fine on another system before us. We should of sold new phones, so our bad there for sure - but this model was supported so we figured we were fine. Problem only seems to happen on a large install - which also makes it painful. The very new firmware that just came out in Sept 2023 fixes it but I would imagine we are very long ways before this is the supported firmware, as the newer firmware from 2021 is still not supported yet either. I get not rushing firmware - not complaining about that at all.

This appears to be a well issue I just wish would be been fixed by now.
The problem is so easy to re-produce in a test environment. You just need 50+ phones on the network as well to see it happen. We can reproduce the problem in 30 secs and watch it stop changing the firmware on the phones.

 

[dmat1175]

Correct. For us we have about 130 phones behind 2 SBC's (all 1 site). I imagine it has something to do with having to send out/hit all the phones at once when the SP is picked up. Was not an issue on V16 of 3CX, but started as soon as we updated to V18. Limiting the amount of phones that have access to some of the SPs did help, but having a few SPs on all the phones is a must in our case.