SNOM D712 - Provisioning issue

[paulgent]

Help please - all of sudden today all of by D712s have dropped and and will not re-provision - the other phones on the system work fine - and I have had to go back to my old 821s to get users back up and running - can anyone please shine a light on whats going on please ?

 

[Alejandro_3CX]

Hi @paulgent, could you please share what is the provisioning method and the firmware version?

 

[paulgent]

Hi - Thank you for coming back - the firmware is 10.1.141.10
They are set for auto provision, and have worked perfectly for the last 12 months, but today all of a sudden they all dropped off the system and then showed as "New" in bold on the management system - we unplugged phones to "re-start" them and they all stick at "redirection Provisio..." showing on the display screen

 

[TheodorosG_3CX]

The phones are on the same local network? Is there any DHCP 66 option configured?

 

[paulgent]

Hi - they are all on the same network - the DHCP option 66 is not configured.

I was wondering of there had been any global changes made in the last 24 hours which would have caused the sudden drop of all of the phones of the same series to fall over ?

 

[TheodorosG_3CX]

There is no change from the PBX side. Phones dropping in bulk can indicate a network related issue. Have you checked whether there is an issue on your switch?

 

[paulgent]

I have had a look at the switches and all appears to be in-order - it was only the D712s that went off line and will not re-provision - the older Snom 821s are all behaving well .

 

[TheodorosG_3CX]

You need to check the logs or make some captures to see the reason for this.
If you are not able to determine you can create a ticket to the Technical Support or contact your Partner.