Solved T46S / T46U Phone Registration Problems After 3CX Update

[RussHolloway]

We got the new version 18 release 6 update a few days ago, and there didn't seem to be any issues.

However, after going in to assign a system owner account to my extension, it required me to change the username to something at least 10 characters.

After I did this, I could no longer get the phone to register using the updated credentials.

I even copied and pasted the credentials from 3CX to the phone Accounts page, and it just won't register.

I then tried replacing the phone (T46S) with a T46U right out of the box, and am having exactly the same issue with it.

I've added hundreds T46S and T46U phones over the years without issue, but now I have no idea what is going on.

The log error I get is ; Reason: Credentials don't match, check that authorization-ID and password match the ones in extension settings

The credentials are exactly the same (I even copied them from 3CX to the phone to be sure).

I keep clearing the blacklist (and eventually just added the phones to the whitelist), but it doesn't make any difference

This is an on-premise install, and all the phones connect directly over the local LAN.

The phone(s) in question are on the same network segment as the 3CX server, and there is no VLAN in use.

Any ideas on what I can do to resolve this?

Thanks!

 

[JustinB-PedEnt]

I had a similar problem with a T46S yesterday after making changes to its extension following the update. It made me add a longer auth id and password before it would let me hit Save.

In my case I was able to just do Menu > Basic > Update Configuration on my phone and it pulled the new info down and re-registered without an issue. Does that work for you? If not, since it's all on-prem could you do a factory reset on the phone and just let it Auto-Provision from scratch?

 

[RussHolloway]

I gave it a try, and didn't have any luck. I did a factory reset with no luck, and tried adding a new phone right out of the box, neither of which worked.

It could be that I just need to reboot the phone server, but I can't do that for a few hours.

I'll update if anything changes after the reboot.

Thanks!

 

[SteveITS]

https://www.3cx.com/sip-phones/yealink-t4-series/ is not what I remember, though they are talking about the new web client admin interface. It says one has to enter the MAC then on the phone manually put in the provisioning URL. Is this the procedure you're using?

 

[RussHolloway]

Yes. I initially tried it the old way that I've been using for years, then I followed that guide with both the new and old phones.

Neither process worked and I just keep getting authentication errors with both approaches on both phones.

 

[JohnS_3CX]

Hi Russ,

- Do you have DHCP option 66 on your network currently by any chance?

- Are your PBX and Phones in a RFC1918 compliant addressing scheme?

10.0.0.0 – 10.255.255.255
172.16.0.0 – 172.31.255.255
192.168.0.0 – 192.168.255.255

If they are outside of this you will absolutely get blacklisted.

 

[RussHolloway]

Our phones follow the correct scheme. The phone in question uses 192.168.0.203.

DHCP option 66 is not on our DHCP server, but we only use fixed IP's (the first thing we set on the phones when installing).

We don't use auto-provisioning on this system (we never have over the 10 years or so that we've had it).

I rebooted the phone server last night, but it still didn't work, so I reverted to a backup made right before I changed the username to a 10-digit one required by the new 3CX.

The backup worked correctly and the phone registered (using the original 3-digit username).

We were finally able to add a new phone this morning, but it did take a slightly different process.

We think it might have something to do with assigning the problematic extension the System Owner role.

When we assigned the new extension the role, it seemed to work correctly.

I think we're good for now, and I appreciate everyone's help.

Thanks!

 

[JohnS_3CX]

The option 66 question was just to confirm that the phones were not being misled to a wrong IP. You don't need option 66 to be active just to be clear.

We would highly recommend to regenerate your passwords in update 6.

If you use provisioning via 3CX the phones can automatically be instructed to pull the new config and register using their new credentials. This can be achieved via PnP provisioning, or at least pasting the prov. link in the phone and letting it provision itself.

The number one reason we see people getting hacked is weak passwords, and it's something we would want our customers to avoid if possible.

Happy to hear things work now!

 

[noord]

Not an answer to your question exactly, but we've been having some issues with the T46S and T46G as well.
The T46G has a 'final' firmware update available on the 3CX website which fixed the certificates issue, allowing auto provisioning and phonebook to continue to work.

But even with that update, I had the following two issues with U6:
Both: BLF lights would 'hang', ie. keep blinking on 'incoming call' when that person had already answered, or BLF group notifications remaining on screen when the call had already been taken by someone.
T46G: no audio either way.

The first issue I was able to fix by changing the protocol from UDP to either TCP or TLS. You can also edit the template to include this setting.
The second issue I was able to fix by going into the web UI of the phone and change 'NAT' to 'Disabled' (from 'STUN'). This is with a remote phone without SBC.

Not sure what changed exactly with U6 in this regard and of course these phone are pretty much EOL, but I'm happy I was able to fix it. Thought I'd just post it here since you might run into these issues as well with your phone (once you get them registered again, that is )

 

[JohnS_3CX]

@noord Random chance. Given what we have seen with STUN over the years, I can safely say that the BLF issues are not due to the update. STUN's issues come and go as they please, across multiple 3CX versions and across multiple firmware generations, across various phone brands. The only thing thing that remains constant was the fact that they are in STUN.