Video Call Issue with Fanvil i62 on 3CX Hosted Enterprise 16SC (V20) - Seeking Assistance

[tyler160h]

Hello,

I am experiencing a specific issue with our 3CX Hosted - 3CX Enterprise 16SC System (Version 20) in conjunction with a Fanvil i62 Video Door Phone. Despite successful audio communication, we are unable to receive video on the 3CX web client or PWA during a video call with the Fanvil i62.

Setup Details:

• Network Configuration: All devices are on the same local network.
• Fanvil i62 Firmware: Version 2.4.4 (latest distributed by 3CX, no updates prompted).
• 3CX System: Latest non-beta release of V20, Hosted by 3CX.
• Codec: Both the Fanvil i62 and Yealink T58 have been manually set to use the H264 codec.

Troubleshooting Conducted:

• Video calls between Fanvil i62 and Yealink T58 are successful in both directions.
• Video calls involving the PWA and Yealink T58 (in all combinations) are successful.
• However, video calls from the Fanvil i62 to PWA, and vice versa, fail to display video (audio is fine).
• Tests were conducted using both STUN and SBC connections, with identical results.
• Additional steps taken include factory resetting and reprovisioning the Fanvil i62, upgrading 3CX from V18 to V20, and manual codec setting to H264.

No Error Logs or Messages:

• 3CX does not log any errors during the failed video calls.

Purpose:

• The video call feature is intended for front door entry access for non-employees (doorbell functionality).

I am seeking advice or solutions from the community on how to resolve this issue. Any insights into potential configuration changes, compatibility issues, or additional troubleshooting steps would be greatly appreciated.

Thank you in advance for your assistance.

 

[Charles_3CX]

To clarify your setup, you mentioned that the system is 3CX Hosted on non-beta release of v20; firstly, please note that all v20 versions are beta; the latest version is Release Candidate 4 and is the latest version that you should now be running on.

In any case, you should also have a 3CX SBC on-site where the phone is located to provision the phones behind, or an aT58 phone set up as a router phone with the Fanvil and others provisioned behind it, or all T58 phones set up as router phones but still the i62 used as a normal phone behind one of the router phones used as its SBC.

There is no support for STUN in v20, and you should not make any modifications to the phones directly via their UI.

So please consider the above and factory reset whichever device is not configured in this way and provision as per the above recommendations, then without making any medication to the video codecs, re-test a call to an extension on a 3CX webclient to check the video from the Fanvil door phone. Answer the call with audio first, then press the video button on the webclient's dialer.

 

[tyler160h]

Thank you for your input and suggestions regarding the issues we're experiencing with our 3CX system and the Fanvil i62 Video Door Phone. I'd like to provide some clarifications and updates on our setup:

1. 3CX Version Confirmation: Our 3CX system is currently on Version 20.0 Update 0 (Build 1609). In our 3CX web admin console, this version is not labeled as Beta.
2. 3CX Session Border Controller (SBC): We have a Windows VM set up on-site, on the same local network/VLAN as both the Fanvil i62 and the temporary Yealink T58 used for troubleshooting. The SBC is configured and operational within this network.
3. Alternate Configuration with Yealink T58: The Yealink T58 is not a permanent fixture in our setup; it was only utilized temporarily for troubleshooting purposes. Therefore, setting it up as a router phone isn’t a feasible long-term solution for us.
4. STUN Configuration: We are currently using the SBC for the Fanvil i62 and are not relying on STUN, in line with the version specifications.
5. Direct Modifications to Phone UI: We have conducted a factory reset and re-provisioned the Fanvil i62 directly with 3CX, which unfortunately did not alter the outcome of the issue we're encountering.
6. Testing Procedure: I appreciate your suggestion regarding the testing procedure. I will be out of the office until Monday but will perform the test as recommended - answering a call with audio first and then enabling video - as soon as I return and provide an update on the results.

I am keen to resolve this issue and appreciate your continued support and advice. Looking forward to any further insights you might have based on this information.

 

[Charles_3CX]

Yes, give the webclient call a go first and check if this works.

 

[Fanvil Technical Support]

Can you check if the phone's default dialing and default answering modes are set to Video instead of Audio? Additionally, could you capture packets for this issue and share the packet capture with me for further analysis?

 

[tyler160h]

Yes, give the webclient call a go first and check if this works.

Upon returning to the office, we conducted the suggested test with the 3CX webclient and the Fanvil i62. Unfortunately, the results were consistent with our previous experiences: the video component of the call between the i62 and the PWA still fails to function, although the audio communication works as expected.

 

[tyler160h]

Can you check if the phone's default dialing and default answering modes are set to Video instead of Audio? Additionally, could you capture packets for this issue and share the packet capture with me for further analysis?View attachment 39792

We did verify that the setting you are referring to is set on the phone.

This website will not allow me to attach a packet capture, So I sent it in a OneDrive shared link to you in a private conversation on here.

 

[Les Webb]

I ran in to a similar issue. My solution was to make sure that Ports 9000-10999 (inbound, UDP) were open. May not be the same issue with you