T43U won't auto provision

[jaraxle]

We have several T43U that we de-registered on the Yealink RPS server through our Yealink partner portal, it was previously used through another VoIP provider and we won the client over and they bought they phones so the client owns them.

• 3CX Version: v20 (Cloud)
• 3CX Hosted
• IP Phone Make/Model/Firmware:
  Yealink T43U – Firmware - 108.87.0.16 (listed as latest)
• Provisioning Method: SBC

I can provision manually through web GUI but as soon as I factory reset it does not auto provision. Any input is much appreciated, TIA!

 

[BrunoI_3CX]

The mentioned firmware version is correct. Do you see any entries related to your phones when navigating to Admin > Event Log?

Additionally, navigate to Admin > Advanced > IP Blacklist and verify that there are no entries associated with your device's IP address.

When navigating to Admin > Voice & Chat, do you see the SBC used for provisioning listed with a green status indicator?

Lastly, since these are Yealink T43U devices, have you tried provisioning them as Router Phones? If not, please follow the steps outlined in our 'How to Configure Yealink T4 Series' document and let us know the results after testing in that configuration.

 

[jaraxle]

- there are no logs generated pertinent to the T43Us

- SBC is live, it is currently in use and other phone connect through it, manual provisioning also works so the SBC is working as intended (status indicator is also green).

- I have not tried provisioning them as router phones, I could try that but my guess is once I factory reset it, it will not auto provision as well.

I saw some posts in here mentioning that 3CX still relies on phone manufacturer's RPS servers as part of provisioning. Could my request to Yealink to remove the phones from their RPS server cause this issue? What is the correct process of repurposing handsets that clients owns that were previously under a different VoIP system? TIA!

 

[SteveITS]

How long ago were they in use?

There should be an RPS log entry in 3CX when you add the phone. Also logs on the phone.

 

[JohnS_3CX]

Firstly check the 3CX event log, it should show this after adding a phone:



If you see nothing at all, then you probably turned off this setting:

 

[jaraxle]

@BrunoI_3CX

How long ago were they in use?

There should be an RPS log entry in 3CX when you add the phone. Also logs on the phone.

The phones were used by the client about half a year ago under Net2Phone.
The phones do not generate and RPS related logs, and this I think is why it does not auto provision. After manually provisioning a T43U it will work but factory resetting it does not make it grab any provisioning, no logs generated after factory reset.

@JohnS_3CX

Firstly check the 3CX event log, it should show this after adding a phone:

View attachment 51007

If you see nothing at all, then you probably turned off this setting:

View attachment 51008

-The phones do not generate any RPS related logs. I have turned on the phone provisioning setting you mentioned and this did not make a difference.

What does the RPS MAC address removal service from Yealink actually do? Does it remove the MAC from the VoIP provider's RPS or remove it entirely from Yealink's RPS? It seems to me that the phones do not attempt a RPS request. Maybe I need the MAC addresses added to 3CX's RPS servers (if this is even a thing)?

Also, a new firmware is available and applying it didn't make a difference.

 

[JohnS_3CX]

-The phones do not generate any RPS related logs. I have turned on the phone provisioning setting you mentioned and this did not make a difference.

So you had it disabled..

 

[jaraxle]

So you had it disabled..

I am not sure what you mean, toggling the settings didn't change anything. Even with the settings set to off other phones auto provision and generate RPS logs, I tested with other Yealinks and Grandstream phones and they auto provision. The problem only exist on the units that I requested MAC RPS removal from Yealink.

 

[JohnS_3CX]

Even with the settings set to off other phones auto provision and generate RPS logs

Nope, that specific message I shared will exclusively appear only when that option is enabled. What you are seeing are probably provisioning logs that say Provisioning file for MAC xxxxx was successfully generated, they don't have the word RPS in there.

I tested with other Yealinks and Grandstream phones and they auto provision

Impossible if the option was off - it must have been on at the time of provisioning I would surmise. Were you perhaps provisioning via PnP which does not use RPS?

The problem only exist on the units that I requested MAC RPS removal from Yealink.

That's why I shared that specific screenshot with that specific text in it. Now that you have enabled the option in 3CX, please delete and then re-add your phone, then check for that particular message I shared. You might get a different message informing you that it was not added, and why (reply coming back from Yealink's RPS servers).

Meanwhile, you need to make absolutely sure that the phones are actually reset, and not ignoring the provisioning instructions due to a lockout from the previous provider.

 

[jaraxle]

No logs gets generated if I factory reset the phone (either through the phone unit or through the web GUI). I think it is factory resetting since I am always prompted to change the default password after the reset. Any settings I toggle on or off always reverts back so I think it is factory reset.

The only way the phone get provisioning is manually inputting the 3CX provisioning link together with the credentials on the phone GUI. This is what the auto provisioning section looks like after a factory reset.



The phone seems to skip the RPS request, I can't get it to generate any RPS related logs. How do I check if there is a setting that is ignoring provisioning from the previous provider?

 

[bitn2]

If the phone is asking for the password, just skip this step. The RPS request ist send to yealink. Are the phones any way restricted to the internet?

 

[spflug]

I have the feeling that you and JohnS are talking at cross purposes.

First: disconnect your phone and set it aside. The logs and the web UI are not relevant at this stage.



Follow JohnS' instructions: check the box, delete the phone in the user, save the change, and add the phone again. (Only in the 3cx UI).



Check the 3cx event log for rps messages.



If successful, you can reconnect the phone and continue troubleshooting on the phone.
(I would start with Wireshark)

If not successful, the MAC address is probably still registered to someone else in the rps at yealink.



Plan b) before you get too worked up about it: perhaps provisioning

via DHCP is an alternative for you