Unable to get Router Phone to Reprovision Fanvil X7C-V2

[healthy]

I'm one again having trouble where one of our remote offices went offline and now won't come back online. I can remotely access the phone admin interface and see the static address for the provisioning server. It looks correct, and can see that the provisioning file is being generated by the 3CX server, but going to the address in a browser yields a 404 error.

I cannot get onsite today, last time I had to factory reset and then reset the extension in the 3CX management console and then re-start the adding a router phone process. Unfortunately that means the site is going to be down until we get some sort of resolution. I have the remote access to the phone, and staff have been as helpful as they can, but we're just not getting anywhere.

Any help is much appreciated.

 

[healthy]

I got it working but want to know why I have to do this:
1. Copied the MAC address for the phone.
2. Delete the phone from the user's phones
3. Go the phone web interface and run a factory reset
4. Go back through the router phone setup process for the original user again.

 

[JohnS_3CX]

Hi,

Hopefully it won't happen again, but if it does go to your trunks page and check if the SBC of the X7C-V2 is green or not.

The phone's SBC needs to connect first before anything else happens, so if it's not connecting then this would be the first thing to investigate. The phone has a SBC log in the web UI you can download, and it will tell you why the SBC is not connecting.

 

[healthy]

I had the same issue, the sip trunk shows down, I went to re-add the router phone and now it's saying:

Phones: Value already in use.

I have checked the old console and the phone is not showing.

 

[healthy]

Updating this issue. We have been chasing our tails on this for a good while. At first, a router phone factory reset, delete out of the extension's IP Phone and re-add in restored things, but it's been getting progressively worse.

We have traced it down to a couple of issues:
1. Seems the password for the router phone is changed on the 3CX hosted instance after a period of time, but that change isn't pushed to the phone itself.
2. The config isn't pushed to the phone when a change happens.
A tech working on this today messaged me the steps necessary to get the phone(s) back in working order:

...
Signed in to phone, went to Line -> Basic Settings, copied SBC Provision URL and saved it, then cleared it out and hit apply, readded and hit apply, then went to System -> Configurations -> Clear configuration (keep the default "content to reset, being DSS key and TR069), Go back to Line -> Basic Settings -> reinput the SBC provision URL, it should now be registered.

I do see where the Fanvil X7C v2 are no longer listed as router phone options on the website. I'm assuming this is could be a reason?

 

[JohnS_3CX]

Are you running on the latest firmware? 2.12.16.20

And are you using a custom FQDN and certificates?

 

[healthy]

Running that exact firmware and using the 3CX generated FQDN on 3CX hosting and no additional certificates beyond standard setup

 

[JohnS_3CX]

This phone is definitely supported as a router phone, I can confirm that fact.
I was able to successfully provision a X7C-V2 router phone from here, using that same firmware.
After assigning it, I simply factory reset and it came up registered without any issues.

In my case at least, it was not necessary to carry out any of the steps you mentioned in your last post, just wondering whether the firewall of your network may be blocking the phone for some reason?

Other than being blacklisted, there shouldn't really be anything stopping your provisioning from happening. But do a quick check and see whether you have DHCP option 66 on your network, that could be overriding 3CX provisioning and keeping the phone from following RPS provisioning.

 

[healthy]

It's not a provisioning issue. The phones will provision fine, but after a period of time (2-7 days) it will lose the SIP trunk. Under SIP trunks, the icon is Red, but you can go to the phone via the web interface and it's fine. In the past, our worflow was to log into the web interface, perform a factory reset, then go into the Admin console of 3CX, remove the router phone and re-add it, then go back into the phone web interface and do a reboot, which then pulls down the config. The issue we appear to be struggling with is that the phone proxy stops working. Clearing out TR069 from the config, then re-adding it and reprovisioning will get things working again, but a full re-provision is the easier way to get it fixed. It just causes loss of phones at the branch offices when these router phones stop working properly.

 

[ivank]

Next time it happens, is it possible to download the SBC log from the phone's Web GUI and share with us?
Also, check the audit log to see if any changes have been made to the extension owning the router phone recently before the failure.

 

[healthy]

Happened again today at 2 separate sites. I was able to get one set of logs and have them attached. It looks like we didn't capture much in the logs since the phones lock up and need to be rebooted in order to get logged in.

Was locked out of signing in to the phone too, password wouldn't take. Had to reboot phone then we could get in but symptoms remained. Factory Reset and ReProvision routine to get things working again. At the client, there are 8 sites and we have now experienced this at 2 sites at a time at least once a week.

 

[SteveITS]

Is it only an issue on router phones, or normal phones as well?

 

[healthy]

Is it only an issue on router phones, or normal phones as well?

Only router phones. Once we reprovision after the factory reset, and then update the regular phones to point to the rotuer phone again, all phones work normally... For a day or 2 before it starts all over again.

 

[healthy]

Today we are having the same issue. Cannot get it to work even with a reprovision and a factory reset. One of the techs checked and tried to setup the SBC on one of the servers onsite. Even that is failing with access denied errors on the URL.