Where to start troubleshooting

[Dupablada]

We have an issue with phones randomly logging staff out for no reason. The phones in use are Yealink T40G FW 76.84.0.95. One user I'm looking into at the moment is showing as offline in 3CX and their phone is showing up as a hotdesk extension so free to use, but the physical phone is showing the user as logged in. If they hit log out then the phone does the reset bit and automatically singes them back in, but they are still shown as signed out in 3CX.

If you call their extension the extension goes to voicemail, but they can make outgoing calls. If you restart the phone it signs the extension back in and the extension showed as registered in 3CX. At this point you can call the extension. Saying all of that checking again now and after 5min or so the extension is showing as signed out and the phone still showing as signed in and the phone is available as a hot desk extension

We are on 18.0 (Build 418) Pro licence which is active. Anyone got any thoughts on how to start figuring this out. Usually when these sorts of things happen a firmware update or 3CX update will resolve it, but there are neither avalible.

 

[JohnS_3CX]

Hi

All the above indicates that:

a) The phone is no longer provisioning - this is 100% failing

b) It loses registration with 3CX after a while and does not re-register unless you reboot.

You need to figure out why the phone cannot reprovision. I suggest factory resetting, and reprovisioning to see if this solves the issue. (confirm logout both on phone LCD and on management console)

- Is it LAN / SBC / VPN?
- Are you using custom certificates on this PBX or is it a 3CX FQDN?

 

[Dupablada]

Thanks for the info. the PBX is on the LAN and option 66 set on the DHCP pointing to the PBX. We are using a 3CX FQDN. I'll try factory reset the phone and see how we go from there.

 

[JohnS_3CX]

Are you provisioning them using LAN mode, and using the IP here like my example?




You might want to disable your Option 66 temporarily.