Yealink Handset disconnect randomly from 3cx

[Jope Law]

Hi,

We have just recently installed 3cx systems on couple of our remote small office sites. Everything worked fine and we are quite happy about it.
But there is this problem that randomly happens to the Extensions..
The extensions will have a red(dot) status on 3CX, and it cant make or receive calls. This will happen randomly to any Extension.
And the only way to resolve this is to manually restart the Handset by unplugging and re-plugging the POE on it.


We constantly update our handset and 3cx firmware when its available. But this issue just wont go away.
The handset we use are;
Yealink SIP-T48G - FW:35.83.0.55 (receptionist handset)
Yealink SIP-T42S - FW: 66.83.0.55 (normal handsets for other users)

Any help is appreciated.

 

[JohnS_3CX]

Hi Jope,

What do the phones display when they lose their registration: Network unavailable, no service?

How are they connected: Locally / STUN / SBC / VPN?

Does it occur at any time or say every morning when the office opens?

Have you checked your PBX logs?

Since they become deregistered, it's quite possible that the connection is lost between then phone and the PBX, it's now a matter of eliminating the factors between them and narrow it down

 

[Jope Law]

Hi John,
thanks for replying.

The handset display does not indicate anything about being disconnected. Everything was displayed as normal. The only way the user would know that they are being disconnect is when they try to make a call.
The issue occurs randomly to a few handsets, and the next time it will be on other handsets. its just random.
I cant really determine the exact time it occurs, we will only pick up on the issue when a user email us(IT Support) later in the day or early morning that they cant make calls. We also use 3CX in the HeadOffice, It happened to my extension as well. I have been trying for months to resolve this. The bandaid solution is just to reconnect the POE cable on the handset.
There is nothing in the Logs to indicate the cause of this issue. The Only Error/Alerts logged is when an Site Office exceeds their simultaneous call license.

The 3CX is being hosted locally on each site. Site 1 might complain this week, after a week or even a month, site 2 will send the same complaint.In a Month we would have 2-5 people from a site office sending us complains.
We have been using 3cx for almost a year now.

thanks again for the help.

 

[Saqqara]

Have you look at the POE switch, this maybe the issue.

 

[JohnS_3CX]

Does sound like a network issue, but you can check to see whether your downed phones try to register.

1. Log on to a deregistered phone's interface, under Settings>Configuration you can run a PCAP
2. Run a capture simultaneously on your PBX
3. Try to make a call and allow the capture to run for a couple of minutes at least
4. Stop both captures and run WireShark to check them

The captures should give you an idea of what is happening and can help you narrow down the issue

 

[Jope Law]

Thanks John,
I'll try that out.
i'll scan our sites and see if any extensions is facing the issue, and see if i could narrow down the problem.