Solved Snom D865 added as router phone but not registering

[wesThreecx]

Hello,

We are struggling to get a brand new D865 Snom to register on a v20 3CX hosted instance

1. Used the Snom webui to install the 3CX firmware snomD865-SIP 10.1.175.16 by copying URL from 3CX site
2. Added D865 to the 3CX v20 hosted install using "connect directly".
3. Copied the provisioning URL to Provisioning / Setting URL in the Snom Web UI.
4. Phone reboots and the configuration has been applied but the device will not register

In the settings list on the Snom Web ui there is the 3CX URL and prov_3cxsbc_enabled=on

We have Windows SBCs on the same site and these installed without bother.

Removed the Snom from 3CX, did a factory reset and re-added. Still get no joy and this is the only thing I see in the Debug log:

Mar 28 17:14:00.748 [NOTICE] PHN: Fetching URL: https://....................
Mar 28 17:14:00.774 [NOTICE] TLS: new session
Mar 28 17:14:02.517 [FATAL ] PHN: Cannot resolve empty host from SIP A
Mar 28 17:14:02.518 [FATAL ] PHN: Cannot resolve empty host from SIP A

 

[romain17600]

We have the same problem, did you manage to solve it?

 

[JohnS_3CX]

1. Copied the provisioning URL to Provisioning / Setting URL in the Snom Web UI.

You must use RPS for Snom router phones, this method above will not work.



1. Delete the phone and add it again in 3CX as a router, making sure this option is enabled first:

You can confirm from the 3CX Event Log that the RPS entry was delivered.

2. Now factory reset the Snom and make sure it has internet access.

Be patient, it may need to reboot a couple of times but it will eventually come online and it will work.

 

[wesThreecx]

Good morning,

Still no joy with setting up this brand new D865 router phone, snomD865-SIP 10.1.175.16

Steps completed:

Factory Reset
Added in 3CX as Router

RPS request for Snom (MAC:xxxxxxxxxxxxxx) IP Phone of Nicki NOT delivered. You will need to configure the phone manually by copying and pasting the provisioning link https://xxxxxxx.3cx.uk/provisioning/xxxxxxx/ in the phone web interface. Error Message: Error owned_by_other_user

Reviewing other support articles suggest this would require SNOM to do something - is this the case and how is this achieved....we have no relationship with SNOM.

Or is this something we can resolve without SNOM, would hope so as this is a brand new phone.

 

[JohnS_3CX]

I think the message is clear, 3CX RPS cannot submit that MAC because it is owned by another Snom customer account outside of 3CX control. Therefore the logical course of action is to contact Snom Support and get help in clearing this up.

 

[wesThreecx]

I think the message is clear, 3CX RPS cannot submit that MAC because it is owned by another Snom customer account outside of 3CX control. Therefore the logical course of action is to contact Snom Support and get help in clearing this up.

Thank you John, seems odd that a brand new SNOM phone would be owned by anyone else....am I missing something? We bought a brand new SNOM and added it to 3CX.....have we been exceptionally unlucky or is this a known problem with SNOMs?

 

[JohnS_3CX]

Unknown, you really need to contact Snom about this as they are in the best position to inform you about it.

 

[wesThreecx]

For anyone else who might be in the same situation at some point, this issue was resolved by registering a Help Desk login with SNOM and filling in a "Remove My MAC" request on Click here

You will need proof it is your phone so I sent a photo of the underside of the phone showing the MAC address.

Still not clear why this would be required on a new phone but this was a solution.