Yealink and Desktop App Phones losing registration

[Joe S]

I am seeing an issue where phones are losing their registration. This is happening to both Yealink and the desktop app phones. To solve the physical phones, I have been going around and just disconnecting and reconnecting and that seems to solve the issue. So, my question has too parts, what is the easiest way to achieve that for the Desktop App softphone? Second is how do I find out what caused this so I can prevent it in the future?

 

[Alejandro_3CX]

Hi @joe I wonder if the users are remote or in the same pbx lan?

about the deskphones, what is the provisioning method used and firmware version?

what is the firewall checker result?

from the event logs do you see any error/warning?

 

[Joe S]

For the desk phones we use plug and play then associate the phone to the user extension. All phones are on the 66.86.0.5 for firmware, and that is both phones that had the issue as well as those that did not. What is the "Firewall Checker" and are you talking the event logs from the desktop with the app installed or one from the 3cx system itself?

 

[Alejandro_3CX]

so, all the users are just local in the same pbx lan, right? are you using vlans, vpn?

about the event logs, I meant from the 3cx system.

 

[Joe S]

yes, all users are local but different vlans. They do have machines at home that come in through the VPN with desktop clients on those machines as well. Looking at logs now

 

[Alejandro_3CX]

ok @Joe S I wonder if using the app or phone out of this vlan or vpn, do you have the same issue? using the desktop app as remote without any vpn, do you have the same issue? this looks like more a network issue that would need to be checked as well.

 

[Joe S]

All phones and desktop apps are in the same vlan, just not the same vlan as the server. So if there was a network issue it would be more widespread. How do I get the desktop clients to reconnect? Phones were easy since it was just unplug then plug back in

 

[Alejandro_3CX]

desktop clients to reconnect?

you can close the app and open it again, for webclients you can also refresh the browser.

 

[Joe S]

ok that is easy enough. Thank you.