Upgraded to v16 - Cannot register SNOM M65 phones

[ScottWaldenFL]

Good afternoon,

We have a 3CX system installation, which is across 3 sites. 2 of the sites utilise desktop phones that are connected in by ethernet cable, to other using wireless DECT phones (SNOM M65) connecting via SNOM M700 units.

It has come to light that we are now unable to register new/re-distributed handsets using intructions that worked before upgrading to v16.The M65 devices simply sit on "Registering", whereas before, within 2 seconds, they would register and be assigned to any extensions awaiting registration on the M700 web portal. Phones already registered have not lost connection to the system.

Does anybody know if the registration steps for M65 (or similar) phones is different from v16? I based my instructions on this webpage - https://www.3cx.com/sip-phones/register-handset-snom-m700/

Thanks!

 

[JohnS_3CX]

Hi Scott,

I did not understand your 1st paragraph very well, but have you tried resetting and reprovisioning the base and then re-registering the handsets?

 

[ScottWaldenFL]

Hi Scott,

I did not understand your 1st paragraph very well, but have you tried resetting and reprovisioning the base and then re-registering the handsets?

Hi John,

"to other" should read "the other". We are only having issues at the site with the DECT phones. We haven't touched the bases (we have 5 in a multi-cell arrangement), as we are reluctant to risk having no phones connected.

Today I found the section in the 3CX portal (Advanced > FXS/DECT > entry in list > Extensions tab) which seems to duplicate the extensions listed on the M700 web interface, however the extension I have added recently wasn't there. I manually added this, and retried the registration, but with no success.

I have no idea why the registering of the M65 phones is no longer working as it was before.

Thanks

 

[JohnS_3CX]

Hi Scott

You can just add your extensions in the management console via the FXS section.

Reboot the base and it should reprovision at startup to receive the new extensions, then you can proceed to register another handset to it

This guide here (and the links it contains) should help you understand the whole setup procedure:
https://www.3cx.com/sip-phones/snom-m300-m700-dect/

 

[ScottWaldenFL]

Hi Scott

You can just add your extensions in the management console via the FXS section.

Reboot the base and it should reprovision at startup to receive the new extensions, then you can proceed to register another handset to it

This guide here (and the links it contains) should help you understand the whole setup procedure:
https://www.3cx.com/sip-phones/snom-m300-m700-dect/

Thank you John, we are going to schedule in a reboot of the SMON M700s on the site, and hopefully this will resolve the issue. I will let you know how we get on!

Thank you

 

[ScottWaldenFL]

Hi Scott

You can just add your extensions in the management console via the FXS section.

Reboot the base and it should reprovision at startup to receive the new extensions, then you can proceed to register another handset to it

This guide here (and the links it contains) should help you understand the whole setup procedure:
https://www.3cx.com/sip-phones/snom-m300-m700-dect/

Hi John,

Sorry for the delay. We restarted our SNOM units on site last Friday after hours. The user attempted to register their phone on Monday, with no success.
I re-set up the extension on the SNOM M700 web interface (and removed from the FXS/DECT Extensions section), as a check, and this didn't register either ("Registration Failed"). I noticed there was another extension showing with "FFFFFFFFFF" in the IPEI field, one which already existed and had a phone registered against - I wondered if this was causing the issue. I deleted the erroneous unregistered extension, and asked the user to retry - no success.
I then re-added the extension under FXS/DECT, but this still didn't register.

I am running out of ideas!

Thanks

 

[JohnS_3CX]

Hi Scott,

I think you need to take another look at the guides, take it from the start.

The extension is not erroneous, it just shows you that there is no headset attached when you see the FFFFFFFFF identifier, think of it as a blank or zeroes. You see 4 extensions here that we arleady provisioned but don't yet have a device. If you delete one extension, then the provisioning is invalid, you need to reprovision again as per the guide.


Once a device is Registered it will change to show you the IPEI and the State will also change


I would not encourage trying to manually setting it up on the base at this point, you need to ensure the base is correctly set up in the management console, and then that the base receives provisioning from the PBX. If it still fails then you will have to reset and start from scratch at a time that is good for you. Just check your multicell settings so you can replicate them when you are done.

https://www.3cx.com/sip-phones/snom-m300-m700-dect/
https://www.3cx.com/sip-phones/register-handset-snom-m700/

 

[ScottWaldenFL]

Hi Scott,

I think you need to take another look at the guides, take it from the start.

The extension is not erroneous, it just shows you that there is no headset attached when you see the FFFFFFFFF identifier, think of it as a blank or zeroes. You see 4 extensions here that we arleady provisioned but don't yet have a device. If you delete one extension, then the provisioning is invalid, you need to reprovision again as per the guide.
View attachment 13252

Hi John.
The extension I called erroneous was a duplicated entry for another extension. That extension has a phone registered OK, and is working. There was a second one for it, sat in the "FFFFFFFFF" status. I deleted this, as it was not required

Once a device is Registered it will change to show you the IPEI and the State will also change
View attachment 13253

Yes, we have several extensions in this state. I have been able to successfully register/deregister handsets in the past.

I would not encourage trying to manually setting it up on the base at this point, you need to ensure the base is correctly set up in the management console, and then that the base receives provisioning from the PBX. If it still fails then you will have to reset and start from scratch at a time that is good for you. Just check your multicell settings so you can replicate them when you are done.

https://www.3cx.com/sip-phones/snom-m300-m700-dect/
https://www.3cx.com/sip-phones/register-handset-snom-m700/

Checking out the "How to configure snom DECT for 3CX" page - our provisioning method is set to Local LAN. Could this be the problem? Or is this correct because our M700 units use ethernet?

The provisioning link given under "FXS/DECT Details" is slightly different to the one on the M700:
3CX - http://3cxgroup.****.co.uk:5000/provisioning/xxxxxxxxxxxx/cfg000111111111
M700 - http://3cxgroup.****.co.uk:5000/provisioning/xxxxxxxxxxxx

Will this cause a problem? Is this why extensions are automatically syncing between 3CX and the M700?

Thanks

 

[JohnS_3CX]

Just to clarify, where is the 3CX system in relation to the M700 base?

Are they both on the same subnet on the same network (either locally or appearing locally via VPN)?

Or is it a remote PBX in one location that has a different public IP and the M700 in another location with another public IP?

 

[ScottWaldenFL]

Just to clarify, where is the 3CX system in relation to the M700 base?

Are they both on the same subnet on the same network (either locally or appearing locally via VPN)?

Or is it a remote PBX in one location that has a different public IP and the M700 in another location with another public IP?

The system is at a different location, on different subnets, but there is full routing between them and no ports are blocked. No public IPs, it's internal routing.

 

[JohnS_3CX]

Ok, so according to your network layout, Local LAN mode provisioning is indeed correct, but the interface is probably wrong.

You need to edit the FXS/DECT section for the M700 where it says "Interface". You can select the IP there instead of the FQDN and the provisioning link will change accordingly to reflect that.


Then, you paste this link into the M700 base so it can finally reach the PBX and receive the correct settings as well as correct extensions.

Note: take a screenshot of your multicell menu on this M700's interface, just for safekeeping in case you need to reconfigure it from scratch in the future.