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W52P breaks after provision

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pharao

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Hello,
We have Yealink T21P E2 phones along with Yealink W52P bases. Both of them were working fine but in some point W52P (and associated handset W52H) started to have problems with connecting to another extensions. During dialing there is no signal at all or it is after a minute or more. When a user resigns from calling because it's not working, target phone starts ringing unexpectedly even though dialing was canceled by the first user.
Problem occurs only when W52 phones are side of the call. Calls from T21P to T21P works great.

My first idea was to restore fabric defaults on W52. After automatic provision (link for provision was send by DHCP) bases are restarting couple of times and there are difficulties entering admin page. It's not responding or works very slow, and problems with calling still occurs.

Second idea - disable link from DHCP for provisiong. Works like a charm! I can normally connect to the base admin panel, everything is responding very fast. Accounts configured manually and all handsets works great. Of course base still get it's IP from DHCP, only download link was taken out from

Third idea - I will provide provisioning link manually to the base. Same problems started to occur right after clicking "auto provision now" button.
Fourth idea - Upgrade firmware to the newest from Yealink: 25.81.0.60, no change at all.

So the problem is only after provisioning. Bases and 3CX are in the same VLAN.
Firmware is the newest from Yealink website for 3CX:
  • Base: 25.81.0.30
  • Handset: 26.81.0.40
What can be the problem? I was considering time synchronization, but all settings are the same as in T21P phones. In wireshark I see some packets ICMP from base to 3CX telling Destination unreachable - timeout, but both base and 3CX can ping each other (unless base it not restarting itself). And still, problems occurs only after provisioning. When manually configured, it works good.
 
  • 3CX Version, 16.0.493
  • Server OS: Debian 9
  • Is the 3CX Server Hosted and where? Hosted in vmware, in the same VLAN as phones.
  • IP Phone Make/Model/Firmware:
    Yealink W52P
    Base: 25.81.0.30 (I have also tried 25.81.0.60)
    Handset: 26.81.0.40
  • Provisioning Method: Local, same VLAN
  • Has the Firewall Checker passed: YES
  • Are custom Phone Templates being used: NO
Phones are connected to the same switch as PBX, same VLAN. PBX is working as VM on VMware. VMware host is connected with trunk port, but VM is using only VLAN access. DHCP is providing only IP (there are reservations for each phone), DNS addresses and DNS domain name.

Everything is working good without provision, so I assume network is good.
 
pharao said:
My first idea was to restore fabric defaults on W52. After automatic provision (link for provision was send by DHCP) bases are restarting couple of times and there are difficulties entering admin page. It's not responding or works very slow, and problems with calling still occurs.
Click to expand...

What DHCP Options are you using on the network?
https://www.3cx.com/sip-phones/dhcp-option-66/
 
Is the VLAN type transparent to the devices or do they require tagging to work on your network?
 
is your DECT base powered in POE or with external supply ?
 
JohnS_3CX said:
Is the VLAN type transparent to the devices or do they require tagging to work on your network?
Click to expand...
They don't require tagging, it's the same vlan, where all ports are in access mode.
aws2p said:
is your DECT base powered in POE or with external supply ?
Click to expand...
Some of them are PoE, some with power adapter. Problem occurs on both :(
 
The fact that the web UI is having difficulty to load, as well as the delay in the call propagation would indicate a possible network issue.

You will have to investigate this further, think of a way to bypass as many parts of the network as possible and connect directly to the router.

Also make sure that there is no SIP-ALG on the network
 
I have narrowed the problem. I have copy of my 3CX VM with older version of 3CX: 16.0.1581.
W52P base is provisioning good with this VM. IP routes are same on both VMsso I assume it is not network related problem. Can this problem be related to Service Pack 4?

Unfortunately this copy doesn't contain all same settings, because this copy was done before configuring extensions, siptrunks etc.
 
I have a W52P base here which I just reset and provisioned successfully on V16 Update 4.

From your descriptions in the beginning until now, it sounds like you have a bad device

  • No signal for dialling
  • Starts calling unexpectedly
  • Device restarts on its own
  • Difficulties entering admin page
  • Not responding or works very slow

But, the only thing that bothers is me is if you configure it manually then its fine and works great so I can't be convinced yet that the device is bad.

Manual configuration would avoid loading the 3CX phone book. Is there anything in your phonebook perhaps that may be causing the device to misbehave? Special characters in names? A very large phone book perhaps slowing the device down?
 
JohnS_3CX said:
I have a W52P base here which I just reset and provisioned successfully on V16 Update 4.

From your descriptions in the beginning until now, it sounds like you have a bad device

  • No signal for dialling
  • Starts calling unexpectedly
  • Device restarts on its own
  • Difficulties entering admin page
  • Not responding or works very slow
But, the only thing that bothers is me is if you configure it manually then its fine and works great so I can't be convinced yet that the device is bad.

Manual configuration would avoid loading the 3CX phone book. Is there anything in your phonebook perhaps that may be causing the device to misbehave? Special characters in names? A very large phone book perhaps slowing the device down?
Click to expand...
Hmmm, this sounds very interesting. In my test VM phone book is empty.
The problem occurs in every W52P base, so I don't think it's broken device.

I will try to import contacts to test VM and provision it once again. I will let you know about the results.
 
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I have imported 16k contacts from our production 3CX to test instance.
Provisioning works still good. One of the inconvenience is that I can't open phone book on the W52H phone ("Connect Error" is displayed) but I found on the Internet that W52H can handle only 1k contact list.
Do you have any other idea what can couse this problem?
 
Hi pharao

I think the device simply cannot handle that much from your production machine. It has to first download the contacts XML on to memory (if it has enough internal storage) and then spend time to parse that XML, and finally transmit it to the handsets. This kinda justifies the behavior with the long delay in replying to calls and the sluggish UI.


So how did you import them exactly? The import procedure allows a maximum of 500 records per time so if you just exported from production and imported on the test VM then you only fed the VM and the phone about 500 contacts in total.
 
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Actually it says that I can import 1000 contacts in one package so I divided exported CSV into 16 packages and imported them one by one. Indeed, there are 16k in test instance.
Even though, the W52P base is working fine with test 3CX instance. Both provisioning and there is no delay in audio.
 
Hmm ok, and how many extensions do you have? (they are part for the phonebook XML too).

Any special characters in names perhaps that it may not like? What country are you based in?
 
In the test 3CX I had only two extensions but after your suggestion I have imported extensions from production VM. There are 83 extensions now, provisioning still works good. We are from Poland so we have some special characters like ąęłóź in names but even though provisioning on test instance works good.
Do you have any other suggestions? I have run out from ideas what can cause this problem.
 
Ok then, delete the device from the DECT section and factory reset it.

Re-create the device in the DECT section and reprovision it, just to be sure it is running the latest 3CX template.

  • Did you modify the templates at all at anypoint?
  • Is the test VM on the same VLAN as the normal PBX?
 
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