Some new phones not registering

[ash720]

I have a newly installed on-premise V20 system.

I added an old Yealink T53W for each user as an SBC router phone, to be taken home and used when working from home. I bought new Yealink T85Ws for each user to have as an office phone. One of these registered fine, the others did not. For the phones/users not registering I read a thread on here that suggested that having two different phones per user, provisioning would not work out of the box, so I tried to manually configure. Still no joy.

Firmware updated so the same on the phone that does register and those that don't.

Any other things I should try?

 

[ash720]

Yes, they do show up as PNP phones, but when I try to assign, they are already assigned to the user. Or, I have also tried assigning them directly from here rather than adding under IP Phones.

In both case they show up as under the user, but with the reboot and reprovision buttons greyed out and inoperable. If I log in to the phone's web console, all the relevant details seem to be there and they try to register but show as register failed.

 

[paulodagraca]

Hello ash720,

So basically the 3CX server does 'see' the IP phones on the LAN.
The 3CX server does also place the IP Phone details (type and MAC) in the extension user account.
And when you factory the phone, it does get the provisioning file from the 3CX because you mention that the phone reports register failed.

Conclusion is that the provisioning file for the IP Phone is not correct.

Can you check how many harware devices are 'attached' to the users account (under phones), you can dropdown the list of IP phones.
It should have 2 devices, one is the T53W (router phone), and number two the T85W local phone.
The local phone should NOT be connected to any SBC, but should be 'Local LAN'.
Is that all correct ?

Also, would you be able to login to the IP Phone web interface, and check what is wrong with the SIP account?

Paulo

 

[ash720]

For the user with one working T53W, one working T85w and one additional not-working T85W I can see that all three phones are in the drop down list and I can look at the details for each. The difference between the working and not-working T85W is that the working one has the additional data fields of firmware and web console url.

I can log in to the web console of the non-working phone and the working phone and compare their settings side by side. I have gone through most pages and everything looks identical (to my eye).

 

[KyriacosS_3CX]

There is always a chance something is wrong with the phone - have you contacted the manufacturer, perhaps they can guide you on making some additional checks on the phone itself.

 

[Kevin Attard Compagno]

A technical update about number of ports...

Worst-case scenario (in terms of number of ports required) is the following:

For SIP Calls, each leg would need 2 ports for audio, and 2 ports for video. Each call can have 2 legs. So for each SIMCALL you need 8 ports; governed by FIRSTEXTPORT and LASTEXTPORT.

Same for WebRTC Calls; governed by WEBRTC_WRTC_FIRST_PORT and WEBRTC_WRTC_LAST_PORT.

So, for an 8SC, you would need 64 ports for SIP calls and 64 ports for WebRTC calls.

 

[paulodagraca]

For the user with one working T53W, one working T85w and one additional not-working T85W I can see that all three phones are in the drop down list and I can look at the details for each. The difference between the working and not-working T85W is that the working one has the additional data fields of firmware and web console url.

I can log in to the web console of the non-working phone and the working phone and compare their settings side by side. I have gone through most pages and everything looks identical (to my eye).

The difference between the working and not-working T85W is that the working one has the additional data fields of firmware and web console url.

So basically you seem to have 2 templates, an "old" and "newer" template for this phone.
I would guess that the working phone was created before update 8 (just a guess, no facts), could you confirm this?

Paulo

 

[Ronaldvdv]

Yes, they do show up as PNP phones, but when I try to assign, they are already assigned to the user.

I'm not shure it was on a V20 or V18, but I had a similar issue some time ago. The phone was deleted and not visible at the user. Checked under "Voice & Chat". There was the SBC part still active for de deleted phone. After deleting the T53W there I as able to add the phone again.

Ronald.

 

[Alphabetic]

To get going quicker have you tried downloading the config file <3CX FQDN prov link>/<phonemac>.cfg and import it to your phone.

 

[ash720]

@paulodagraca I'm not sure. Reasonably fresh install, version showing as 20.0, auto-update is on and last update on 17/2/26. It could be that the working phone was installed prior to this.

@Alphabetic I've looked in the provisioning linked folder and cannot find any .cfg files with MAC addresses as names. All there seems to be is a 000000000000.cfg and a sip.cfg.

@Ronaldvdv I had a look there, but only the existing home phone T53Ws are there. As a workaround, I tried deleting the T53W, connected as router phone and then adding in the T85W, also configured as a router phone. This seems to have worked, but that user cannot then have a T53w as a router phone connected from home.

 

[ash720]

OK, some more detail.

I deleted all phones for a user and added a T85W as a router phone. As soon as it connected, I got a config updating message on the phone and the details on the ipphone tab showed the additional url and firmware fields. It registered fine.

I thought that perhaps something relevant may have been updated on the phone, factory reset, deleted phone and tried to reconnect locally. Failed to register and url and firmware fields missing again.

My feeling is that there is a difference between the configuration file generated depending on whether the phone is connected locally or as a router phone. What I don't know is how I managed to get the first T85w configured correctly locally.