Unable to provision desk phone/handsets. App and webclient fine V18 on premise

[TonyLoftus]

Hi All,

First new install from scratch in awhile. Installed v18 to start with as I'm more familar with it but will upgrade to v20 in the near future.

On Premise install, Fortigate 40F Router being used. Firewall test is ok. I can resolve the FQDN url while in the local lan so I believe I have the split DNS right. I just followed the guide on 3CX's website. I can provision the ios app on my phone and make an outgoing call fine.

Desk phones consist of:
x1 T54W
x3 W73H handsets

The deskphone appears in the phones tab in bold. When I assign the extension, The default background changes to the default black background with 3CX Logo, The correct time and date is now shown. Top left corner still shows no service. Logging into the phone directly says register failed. When I try doing a handset, I have the same kind of error. During setup I used a static local ip and used only Google DNS server IPs. External IP is static.

Not sure what I'm doing wrong at this point

 

[TheodorosG_3CX]

What is your firmware version?

 

[TonyLoftus]

T54W
Firmware Version
96.86.0.70

Base
Firmware Version
146.85.0.40

I'm testing the clients apps on phones and its being a bit odd too. Ringtones either don't come up or do briefly then fade out. Even on my phone. Which certainly has all app permissions enabled.

 

[TheodorosG_3CX]

As a first step ensure that the T54 is on the latest firmware: https://www.3cx.com/docs/phone-firmwares/

How are you provision the devices?
Are you using an SBC?

 

[TonyLoftus]

The network interface for registration and provisioning is their FQDN url. Default Ports. Not using an SBC.

I might have been a bit impatient on the phone call testing. Calling the landline is waking up the app on the phone and the ringtone is working.

I've downloaded that firmware and will try it now

 

[TonyLoftus]

I didnt notice the text on that link that said those links were for systems running v20. V18 was on a separate page. I downloaded the lastest firmware file from the link you posted. Still same problem though. Assigned the phone to a user extension and it still says no service

 

[TheodorosG_3CX]

So the phone is provisioned as STUN?

 

[TonyLoftus]

This is how I currently have it

 

[TonyLoftus]

I changed to direct stun, and thats fixed the provisioning on the T54W. I can make calls, and receive them, but there is no sound. Dial tone is fine

 

[TheodorosG_3CX]

The phone is on the same local network as the PBX?

 

[TonyLoftus]

yes it is

 

[TheodorosG_3CX]

If it is on the same local network you need to use the local provisioning.
Since the interface is the FQDN you also need the split DNS in order to be able and resolve the FQDN locally.
For more information also check here.

 

[TonyLoftus]

I assumed that because I could browse https://rawhitilegal.3cx.co.nz:5001 (while connected via eithernet on the local lan) I had set it up correctly. I've now just changed from stun back to Local Lan (exactly how it is in the screenshot) and the deskphone is now perfectly working. Sound included.

I removed a policy in the firewall though to be fair. It was one for SIP traffic but I had a sneaky suspicion it might have been the issue all along -_-

 

[TonyLoftus]

still unable to sort the handsets. Register failed. Its 5pm this side of the world. Will revist next week. Thanks for the quick support and posts Theo.

 

[TheodorosG_3CX]

You are welcome, let me know the outcome