Solved SMB20 PRO Fanvil X5U-V2 SBC not registred

[AWS2P]

Hello,
on a customer SMB20 PRO, I use a Fanvil X5U-V2 as phone router, the phone was registred fine since its 1st day, but now it's impossible to register the phone . Fanvil SBC is set behind a 4G ROUTER with no static public IP
The first registration failure has started from 03/06/24 16:43
I did a full reboot of phone with no more success.

Can you check if phone IP is blacklisted ?
In SMB is it possible to check phone firmware release ? if so, please, where?

 

[TheodorosG_3CX]

Can you please create a support ticket in order to check for the blacklist?

 

[AWS2P]

What info do you need in the ticket ?

I think problem has come on 03/06/24 from a initial failure on Dstny trunks that were partially working and fully retablished on same day afternoon, so in between most of the pbx were with trunks down, so may be too much reconection tries has ended to BL the IP range ?

 

[TheodorosG_3CX]

You will need to create a support ticket with the license key of the SMB in question and provide us with the public ip to check.

 

[AWS2P]

ticket #2054806 opened

 

[AWS2P]

finally support let me know the IP range was not Blacklisted.
I needed to go on customer location and keep the phone with me , tried to connect from my lab, and same problem impossible to sip register.
So i searched how to factory reset a X5U-V2 and all I found in 3cx doc was not the way to get the phone back to factory reset.
I just needed to hold OK until factory reset message appears and then validate by ok, then phone rebooted with factory settings.
then i deleted the SBC linked to user and recreated and assigned to the same user, all done working fine.

So i didn't found an explaination why the phone came into this not working state, hope it won't be the same behavior in few days.
Just lost time and money on a new client just freshly installed few week ago and already with a phone down problem and I've lost a ticket for nothing usefull as i did the job alone.

 

[TheodorosG_3CX]

Note that if it is required to check whether the ip is blacklisted this can only be checked through a support ticket.
Also note that in case there was any special character configured as a BLF this will prevent the phone to provision as per guideline here. In any case i'm glad this is resolved.

 

[AWS2P]

Hi Theodoros,
What is the interest to be on a solution presented as totally "managed by 3cx" if even the things you are alone to be done, can't be done other way than with a ticket?

The phone has no BLF set.

It can't be a special character as I just deleted SBC and recreated it with the same user and provisioning worked fine so this is another unknown problem.
But as said previously on Dstny trunks there was a outage the 3/06/24 and we got most recently 3CX FR domains blocked so may be this is more related to both 2 events than something else.

 

[TheodorosG_3CX]

There are several limitations regarding the SMB solutions as those configurations are managed by 3CX. You can always though consider using a 3CX Hosted installations which gives you more abilities.
However the issue with the FR domains occured on 11/06/2024 and i do not believe this was related since you reported this on 12/06/2024.

 

[AWS2P]

Yes, but provisioning problem started on 03/06/24 , my report was yesterday not today, and provisioning problem never stopped until my actions yesterday. Before I was unable to do something as i was traveling far away from my location and I came back on sunday night.
Well, we can close the post as solved for now and hoping no recidive will occurs .
Have a nice day

 

[TheodorosG_3CX]

Have a great day