Solved Spa Phones doesn't register

[techdummy]

Hi,

We are using 3CX v15.5 SP6.

Lately the Cisco SPA phones doesn't register outside the network(remote location).

The remote phone is behind a router and nothing else.

Can someone please let me know how I can register the phones with the 3cx server?

Thank you.

 

[Saqqara]

All info here - https://www.3cx.com/sip-phones/

As you have not mentioned which model, most of the Cisco do not support stun or SBC so your only option is a site to site vpn

 

[leejor]

What models are you using? They vary greatly. I'n assuming it is one that supports STUN.

 

[techdummy]

@Saqqara @leejor the phone model is Cisco SPA 504G.

 

[techdummy]

The thing is it is used to work fine, strangely it has stopped working now.

 

[leejor]

That set can be easily configured manually and settings/status can be confirmed through the GUI. If it was working...what changed about the time it stopped? Could something at the remote end have changed? Unless the set(or power supply, I've had a few of those go bad) is faulty, then they don't just stop working out-of-the-blue. Does the 3CX Activity Log show an attempted registration?

 

[techdummy]

@leejor nothing has changed in the server side, on the remote location the user told they had done just a reboot. I will check with them on this.

"
DND change request to dndOFF is ignored - same state is charged already
Starting DND change transaction to dndOFF requested from configuration
Settings of Extn:XXX has been updated
Extn:XXX: Profile is set to dndOFF
OverrideExt.XXX has inactive profile override
"
These are what I found in the Log.

 

[leejor]

If the set is powered down, then back up, there should be a registration , in the 3CX Activity Log. Do you see this? Does the set show, in 3CX as being registered? Does the set look normal? Do all of the LEDs cycle through, as they should, when powered back up?

 

[techdummy]

@leejor the incident happened when I was on leave and they told all this today. I cant see any logs from that day as the logs are saved for only 3 days as per the settings I've provided in 3CX. Its already been 4 days since.

As far as the phone is concerned, it hasnt registerd back. It shows orange/red light instead of green.
Also, in the Spa web console, it shows as "Failed - No response".

 

[leejor]

Is the set using the public IP of the 3CX server, or FQDN?Try using the IP, if it is currently set to use FQDN. Was the NTP server set-up on the set (for time and date)? if so, is the time correct? If not, then there may be a DNS, or other network issue, at the remote end. Did the remote IP end up on the IP Blacklist?


Are there other remote sets, elsewhere, that continue to function? If there are no others, does the 3CX Firewall check pass?

 

[techdummy]

Is the set using the public IP of the 3CX server, or FQDN?Try using the IP, if it is currently set to use FQDN. Was the NTP server set-up on the set (for time and date)? if so, is the time correct? If not, then there may be a DNS, or other network issue, at the remote end. Did the remote IP end up on the IP Blacklist?


Are there other remote sets, elsewhere, that continue to function? If there are no others, does the 3CX Firewall check pass?

@leejor It was first using the Public IP, and now I have changed it to the FQDN. It wasn't registering with the Public IP either.
I believe the time showing in the set is wrong, so im guessing the NTP server wasn't set. But it has previously worked with the same. So, I don't really understand why it could cause an issue suddenly.

I had checked the blacklist, and the IP isn't there.

Yes, the remote sets in another location is fine. Also, 3cx did pass the firewall test.

 

[techdummy]

Also, in the provisioning tab under extension settings(3cx) I had changed the default interface to FQDN, and in the phone page(on spa web page) Ext1 > Proxy and Registration > Proxy, I provided the FQDN of the 3cx server.

 

[leejor]

If you have put in the IP, of the 3CX server, and other remote sets are working, yet you do not see a registration attempt in the 3Cx Activity Log from this set, then i would say the problem is either, the set, or the network/router at the remote end.

If you put in an NTP server (URL), set the time zone, and the set correctly picks up the time, you know that it is able to get out on the internet and access a DNS server. That being the case, it should be able to, at least, send a registration attempt to the 3CX server. Even if the password were incorrect and STUN were not set-up correctly, you should still see a registration attempt in the logs.

Have you tried moving the set to a location behind a different router? Have you compared all settings with another, working, phone of the same type?

 

[techdummy]

If you have put in the IP, of the 3CX server, and other remote sets are working, yet you do not see a registration attempt in the 3Cx Activity Log from this set, then i would say the problem is either, the set, or the network/router at the remote end.

If you put in an NTP server (URL), set the time zone, and the set correctly picks up the time, you know that it is able to get out on the internet and access a DNS server. That being the case, it should be able to, at least, send a registration attempt to the 3CX server. Even if the password were incorrect and STUN were not set-up correctly, you should still see a registration attempt in the logs.

Have you tried moving the set to a location behind a different router? Have you compared all settings with another, working, phone of the same type?

Thank you for the help.
The phone is working now.
It was actually a minor issue, but something my colleague failed to notice.

I had a check by moving the phone behind a different router and the phone registered immediately.
So it was pretty obvious that the issue is with their network. We had a check on the network, the ping was working fine. So, I went back and checked the blacklisted IP's and I could see that the whole IP range had been blacklisted(by me) long back because of failed authentications and somehow the new Public IP in the remote location was of the same range.
It was something as simple as a blacklisted IP, but my colleague told me he had already checked the blacklisted IP's (as I was on leave the day the issue happened) and the IP wasn't in it. So I never bothered to check it before.

Well, I learned something.. everyone can make mistakes and most often than not it is the smallest things that causes the biggest issues.
Thank you for everyone who helped me.
I probably wouldn't have even bothered to check the blacklist if it wasnt for Leejor telling me to check the set under a different router/location. Thank you.

 

[YiannisH_3CX]

Glad to see the issue has been resolved and thank you for updating the thread with your solution.