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Yealink Phones are unregistered in a random way for exactly 24 hours

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CloudT

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Hi,
I have 5 YEALINK T42S and two W60B with 1 DECT connected on a first Base and 3 DECT connected on a second Base. ALL the Phones are working correctly for several days and suddenly, then they are unregistered one after the other. They are no more registered.
And each time, after exactly 24 hours, they register themselves and everything is fine again.

All Firmwares are up-to-date, 3CX Version 15.5 with the latest updates.
I have no IP address blocked, I added the IP address of the Trunk SIP and the local WAN IP in the whitelist.

3CX is deployed and hosted on a VM (Virtual Machine VMWare) from Trunk SIP Provider.

Since February 2018, it's been four times since this problem arose. All phones are no longer registered. But Softphones on PC's and Android or IOS smartphones continue to work, the extensions are still registered. The extensions configured on the SIP Phones are no more connected.

I really need your help. I do not really understand where the problem comes from.

Thanks for your answers.
 
Last edited:
Hello @CloudT

How are the phones provisioned to the PBX? Are the phones provisioned as local through VPN, Remote Stun or have you deployed an SBC?
Are you using the supported firmware and the default templates?
when the issue occurs have you tried restarting the phones? Have you tried restarting the 3CX services? Anything in the Activity log of the PBX that could point to the issue?
The 24 hours interval is very specific so that would tell me that something is blocking you for those 24 hours. If the PBX is not black listing the IP check the firewalls in case something is blocking you there.
 
Hello,
The phones are provisioned as Remote Stun.
Yes I'm using the supported firmware and the default templates.
I have tried everythings when the issue occurs, restarting the phones, restarting the 3CX services, Nothing in the Activity log of the PBX that could point to the issue.
I thought exactly the same things, The 24 hours interval is very specific so that would tell me that something is blocking those phones for 24 hours. I have contacted the Provider (OpenIP) where the VM and the Trunk IP are hosted, they have checked from their side and didn't find anything. The PBX is not black listing the IP.
If it's a firewall problem, why all the softphones installed on local PC's are still registered and continue working. I can receive and transmit calls. I also, made a test with one Smartphone connected through local WiFi, and it's Ok. I have cheked that the same extension configured on the same phone is still functionning on the softphone. I thought that it could be a login and a password problem.
When the problem happened, is when a received call rings all the phones (Configured as customer request). They answered from one phone as usually and then, it's ringing on the other, they answered on the other one and the third one is ringing etc..., until all the phones are no more registered.
I looked to the phones, I tried manually to register them and each time it's rejected. No more registered.
And exactly 24 hours laters, the phones are registered again one after the other.
Phones are provisionned with the URL, and the softphones from a generated file from the PBX.

The only thing that I find in the Yealink T42S and W60B DECT is the interval (Minutes) for the Auto Provision is set to 1440 which correspond exactly to 24 hours.

Many thanks for your helps, I really kindly appreciate.
I'm french, and sorry if I have made some english mistakes.
Regards,
 
Hi,

We have the same problem.

All of our Yealink are unregistered for a few hours.
We are using sbc gateaway from 2 locations and it's the same on both.

I tried to delete phone and reassign. Same problem, configuration has not been reaffected.

Regards
 
Last edited:
Trying to upgrading sbc to stretch / 15.5.9414 >> same issue
 
CloudT said:
If it's a firewall problem, why all the softphones installed on local PC's are still registered and continue working.
Click to expand...
The softphones are using the tunnel to connect to the PBX since they are remote which is using a different port (default is 5090).
CloudT said:
The only thing that I find in the Yealink T42S and W60B DECT is the interval (Minutes) for the Auto Provision is set to 1440 which correspond exactly to 24 hours.
Click to expand...
Yes, the phones do re-provision every 24 hours but that would not explain why the phones lose registration. Also when a device is restarted it re-provisions so if that was the solution it should work on restart as well.

What i would recommend is running a capture on both ends when the issue occurs. One capture from the PBX and one from an affected phone. There phones have a build in pcap feature found under settings / configuration.
Leave the captures running for a few minutes, as the phones have a re-registration value of 120 seconds so 5 minutes should be enough.
Once you save the captures check if the phones are sending registration messages and if those messages reach the PBX. If they do, does the PBX reply and is the reply reaching the phone ?
If you need help with the captures send me a p.m.
 
jonathanv said:
All of our Yealink are unregistered for a few hours.
We are using sbc gateaway from 2 locations and it's the same on both.
Click to expand...
Which PBX version are you using and are you using the default template and supported firmware?
Where the phones provisioned via PnP?
Do all phones un-register at the same time ? At that time is the SBC still up? Check your activity log and check if anything indicates a reason for this
 
Upgrade for sbc seems ok, I just followed this tuto : https://www.3cx.com/docs/3cx-tunnel-session-border-controller/

Do you confirm last version is 15.5.9414 for sbc ?
Our server is on 15.5.10244.4.

For phones I tried both methods : auto provisionning and i tried to force it from phone url.

For templates, I don't remember, maybe I changed one or 2 settings.
Where can I update old one with a defautl one ?
 
I tried 2 versions of yealinkT4x.ph.xml >> same issue

- <version>75244</version>
+ <version>71354</version>
 
YiannisH_3CX said:
The softphones are using the tunnel to connect to the PBX since they are remote which is using a different port (default is 5090).

Yes, the phones do re-provision every 24 hours but that would not explain why the phones lose registration. Also when a device is restarted it re-provisions so if that was the solution it should work on restart as well.

What i would recommend is running a capture on both ends when the issue occurs. One capture from the PBX and one from an affected phone. There phones have a build in pcap feature found under settings / configuration.
Leave the captures running for a few minutes, as the phones have a re-registration value of 120 seconds so 5 minutes should be enough.
Once you save the captures check if the phones are sending registration messages and if those messages reach the PBX. If they do, does the PBX reply and is the reply reaching the phone ?
If you need help with the captures send me a p.m.
Click to expand...

OK Yiannis,
I will do that when the issue occurs again. I have found on the Yealink Web Interface where the PCAP feature is available. I will run it for 5 minutes. But I didn't fond on the PBX where to make capture. I only have Server Logs and event logs
 
Solution for us :
- Secure SIP was enable in Settings > Security > Secure SIP . We just disabled it.
- SBC had 2 eth, I just reduce it to 1
- Upgrade of SBC and server
- Force phone provisionning to the new sbc ip adress through phone web interface

Hope it will help You CloudT
 
Jonathan,
Do you mean in Security > Trusted Certicates > " Only Accept Trusted Certificates " should be enabled ?
In that case, I have checked for the five T42S and it's enabled
But not for both W60B DECT Base. I will enable them.
 
jonathanv said:
Solution for us :
- Secure SIP was enable in Settings > Security > Secure SIP . We just disabled it.
- SBC had 2 eth, I just reduce it to 1
- Upgrade of SBC and server
- Force phone provisionning to the new sbc ip adress through phone web interface

Hope it will help You CloudT
Click to expand...
Glad to see you found a solution to your issue and thank you for sharing.
 
CloudT said:
OK Yiannis,
I will do that when the issue occurs again. I have found on the Yealink Web Interface where the PCAP feature is available. I will run it for 5 minutes. But I didn't fond on the PBX where to make capture. I only have Server Logs and event logs
Click to expand...
You can run a capture from the PBX by navigating to Dashboard / Activity log. There is a capture button there.

CloudT said:
Jonathan,
Do you mean in Security > Trusted Certicates > " Only Accept Trusted Certificates " should be enabled ?
In that case, I have checked for the five T42S and it's enabled
But not for both W60B DECT Base. I will enable them.
Click to expand...

Jonathanv is referring to the option found in the Management console of the PBX under Settings / Security / Secure SIP
 
YiannisH_3CX said:
You can run a capture from the PBX by navigating to Dashboard / Activity log. There is a capture button there.



Jonathanv is referring to the option found in the Management console of the PBX under Settings / Security / Secure SIP
Click to expand...
I have find it in the Management console under Certificate and Public Key.
Secure SIP/TLS is ticked, should I unticked it ?
 
What about Security > Trusted Certicates > " Only Accept Trusted Certificates " in the Yealink's web interface, should they be enabled ?
Actually for the five T42s it's enabled but not for the 2 W60B DECT Base.
 
CloudT said:
I have find it in the Management console under Certificate and Public Key.
Secure SIP/TLS is ticked, should I unticked it ?
Click to expand...
This should not make a difference since for the communication to be encrypted you need to enable this on the phone as well manually. You can disable it but it would not normally affect the registration of the phones.

CloudT said:
What about Security > Trusted Certicates > " Only Accept Trusted Certificates " in the Yealink's web interface, should they be enabled ?
Actually for the five T42s it's enabled but not for the 2 W60B DECT Base.
Click to expand...
Again if there was an issue with the certificate the phones would not provision as the provisioning link is htttps. Since the phones do provision you can leave the " Only Accept Trusted Certificates " option on the phones that have it enabled.
 
CloudT said:
I have find it in the Management console under Certificate and Public Key.
Secure SIP/TLS is ticked, should I unticked it ?
Click to expand...
I have find the button under he PBX by navigating to Dashboard / Activity log.
When the issue occurs again, I will do capture from the Yealink web interface and from the 3CX Management console.
Shall I launch the pcap feature for 5 min on all the phones or only one is sufficient ?
And how to read a .pcap log after exporting the file ?
 
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