T42S not provisioning

[voxclear]

This phone was originally provisioned on a hosted platform we managed and had successfully provisioned it on that one using the Yealink RPS. I removed it from our RPS account, added it to our VULTR hosted 3CX (V18). Tested for firewall issues, the cfg file downloads fine on the LAN. Provisioning method: Direct SIP (STUN - Remote), which works fine for another model located elsewhere. Difficult to do this hands-on as the location is distant. Hope to get an "AH HA" moment here so we can replicate on all the phones there to complete the migration.

Thanks!

 

[AWS2P]

Are you trying STUN provisioning with 3cx hosted instance? if so this is 3CX unsupported

 

[JohnS_3CX]

Provisioning method: Direct SIP (STUN - Remote), which works fine for another model located elsewhere

The TL;DR is that STUN is a hit and miss, hence why some work and other don't. If you spend some time to research, the forum is rich with posts about STUN issues and the answer is usually to install a little piece of software we wrote that bypasses all these issues we mentioned above: https://www.3cx.com/docs/3cx-tunnel-session-border-controller/

Alternatively, give our apps a go if you don't strictly need a desk phone.

 

[voxclear]

Are you trying STUN provisioning with 3cx hosted instance? if so this is 3CX unsupported

No, it is *self* hosted @VULTR. Merci.

 

[voxclear]

The TL;DR is that STUN is a hit and miss, hence why some work and other don't. If you spend some time to research, the forum is rich with posts about STUN issues and the answer is usually to install a little piece of software we wrote that bypasses all these issues we mentioned above: https://www.3cx.com/docs/3cx-tunnel-session-border-controller/

Alternatively, give our apps a go if you don't strictly need a desk phone.

Got it, thx. What happens in the event that the on-prem SBC is shut down (do the phones lose registration)? If they want work-from-home employees to have desk phones, would they need an SBC or does manually provisioning these singular instances solve the problem?

 

[SweetAction]

Got it, thx. What happens in the event that the on-prem SBC is shut down (do the phones lose registration)?

yes

If they want work-from-home employees to have desk phones, would they need an SBC or does manually provisioning these singular instances solve the problem?

you should still use a SBC

They have computers they are WFH with, right? Install he SBC on their work PC. Or use the Apps and a headset.
OR
Very soon there will be IP Phones that have SBCs built into them.

 

[SweetAction]

This phone was originally provisioned on a hosted platform we managed and had successfully provisioned it on that one using the Yealink RPS. I removed it from our RPS account, added it to our VULTR hosted 3CX (V18). Tested for firewall issues, the cfg file downloads fine on the LAN. Provisioning method: Direct SIP (STUN - Remote), which works fine for another model located elsewhere. Difficult to do this hands-on as the location is distant. Hope to get an "AH HA" moment here so we can replicate on all the phones there to complete the migration.

Thanks!

I'm assuming someone onsite is there to put in the extension/pin when the phone first provisions?

 

[JohnS_3CX]

If the SBC is shut down you lose registration. Home employees (ie. single device) can be set up as STUN, but it will bring back the challenges of STUN. You could put the SBC on their PC as a temporary solution.

In the near future there will be some select phone models that can upgrade to have a built-in SBC, which will allow you to use remote phones trouble-free.

But for now at least we recommend using the Desktop App / Mobile App / Web Client for remote workers.

 

[voxclear]

I'm assuming someone onsite is there to put in the extension/pin when the phone first provisions?

Yes, testing from one location with a T53W, the redirector prompt for creds were there and no problem. At the office location, testing with a single T42S, that didn't happen.

 

[SweetAction]

Yes, testing from one location with a T53W, the redirector prompt for creds were there and no problem. At the office location, testing with a single T42S, that didn't happen.

If you're not getting the prompt for creds, this may not be a STUN issue but a phone connection or specific phone issue.

Do you have a yealink RPS account or are you using the built in 3CX RPS setup?
And if built in, was the mac put in more then 2 weeks ago?

 

[voxclear]

If you're not getting the prompt for creds, this may not be a STUN issue but a phone connection or specific phone issue.

Do you have a yealink RPS account or are you using the built in 3CX RPS setup?
And if built in, was the mac put in more then 2 weeks ago?

Yes and I removed this phone from my RPS account prior to entering the MAC address into the 3CX instance last week.

 

[SweetAction]

Yes and I removed this phone from my RPS account prior to entering the MAC address into the 3CX instance last week.

Couple of things to check

1. When you entered it into 3CX, did the log show that RPS was successfully delivered?
2. Can you re-add it to RPS? If so, it means that RPS doesn't have a record of the mac (it prevents duplicate registrations)
3. Have you factory reset the phone?

 

[voxclear]

Couple of things to check

1. When you entered it into 3CX, did the log show that RPS was successfully delivered?
2. Can you re-add it to RPS? If so, it means that RPS doesn't have a record of the mac (it prevents duplicate registrations)
3. Have you factory reset the phone?

 

[voxclear]

I don't know where the log is but YES to the other two items. I cannot enter that phone's MAC into RPS ("The MAC has been added to other enterprise") and it's been successfully reset numerous times. Currently, the un/pwd is 'admin/admin'

 

[SweetAction]

2 more things to check.
1) during bootup, does the phone screen actually show the "redirector, updating config, config skipped" etc screen?
2) What happens if you turn off trusted certs and reboot the phone. I doubt that will change anything, but worth checking.

 

[voxclear]

Trying to speak with someone at the site to log into the phone and also find out if anything has changed but redirector was not kicking in on reset.

 

[JohnS_3CX]

Trying to speak with someone at the site to log into the phone and also find out if anything has changed but redirector was not kicking in on reset.

That might be a sign that the phone cannot reach the Yealink RPS server.
The redirector always pops up during startup after a factory reset (to see if there are any RPS instructions).
Another possibility is if there is a network DHCP option that takes precedence over RPS (hence the phone never even tries).

 

[voxclear]

Hey John, thanks for all of this input!

I kind of doubt it cannot reach RPS since that's how it provisioned on the old system, but I can test that easily enough. I am setting up access to the phone now and will try a few things, keep you posted.

 

[JohnS_3CX]

If in doubt, you could always setup a mirrored port switch (if your hardware provides this capability) and capture the startup messages. That would reveal whether the phone resolves your FQDN and tries to connect.

It's a good method to troubleshoot your network too if the phone works in one location but not in another.