Updated to V16 v2 and SBC disappeared along with all phones behind it

[Marc Tinkler]

We upgraded to V16 v2 last night and here's what happened:

We have 2 SBC's in 2 different offices, one linux, one windows. The linux one reconnected just fine and I was able to upgrade it from the Management Console..

The windows one however never reconnected, and all of the phones that were behind it no longer appear in the "phones" screen in the Management Console. However, they do appear as provisioned phones when you look at each extension.

Here's what we've done so far:

1. Manually reinstalled the latest SBC on the windows machine, and added the SBC via the Management console.
2. (As a test) Factory reset one phone in that office to see if it re-registers with the SBC (no luck)

Also, here's a screenshot of the SBC status. The other SBC (linux) has a UDP status of UP. We tried disabling the firewall on windows (it used to be enabled before the upgrade with no problem), but that didn't help either.




Other than that, we're not sure what to do. Help!

 

[cobaltit]

Check your blacklist?

 

[ivank]

UDP up/down won't affect ability to register phones. Perhaps, settings of previous SBC were tweaked (SIP-port, specific network interface chosen in the config)?

 

[JohnS_3CX]

Hi Marc,

Did you install the latest version of the windows SBC as available currently on our site? (3CXSBC16.msi)

Was it configured as expected based on the guide? https://www.3cx.com/docs/3cx-tunnel-session-border-controller/#h.dm06zzq8r7vg

 

[Marc Tinkler]

Thanks John and Ivan for your replies - we uninstalled and reinstalled and everything seems to be working now. We still have one "zombie" phone entry that appears in red in the "phones" tab in the management interface but is not attached to any extension (and there's no way to delete it). But other than that everything seems to be working.

Thanks again!

 

[AWS2P]

Is your Zombie a mac adress from your phones?

 

[Marc Tinkler]

It was actually a duplicate mac address. We resolved the issue be deleting the extension that it was formerly attached to and re-creating the extension. Luckily, it wasn't assigned to an employee, so it was a fairly easy fix.

 

[JohnS_3CX]

Is there a phone somewhere perhaps that is still registered on the PBX and just needs to be reset?