Yealink T33G Random Audio Issues

[lmichael]

We are having issues on multiple sites with T33G Phones on v18 and v20. The phones randomly have audio issues like static with no call active when lifting the handset, no dial tone at all, static during calls. They do not have all at the same time. A reboot always fixes the issue at the time and later sporadically returns days or months later. This customer below just gathered recent data and sent to me. Hardware version of the phone is 124.2.0.32.2.0.16 and firmware is 124.86.0.40. This only happens to one or two phones a week so it has taken some time to see the T33G is the phone involved and then will not return for such a long period. I seen some other cases of this her in the forums but no fix confirmed. Is it possible the this issue was corrected in newer firmware that Yealink has on their website 124.86.0.75?

6110 – 04/17/2024 – No Dial Tone, and unable to hear anyone.

7125 – 04/12/2024 – No Dial Tone, and unable to hear anyone.

7110 – 03/20/2024 – No Dial Tone, and unable to hear anyone.

5111 – 03/20/2024 – Static and barely able to hear the other person.

7209 – 03/04/2024 – No Dial Tone, and unable to hear anyone.

5309 – 02/27/2024 – Static and barely able to hear the other person.

5205 – 02/23/ 2024 – No Dial Tone, and unable to hear anyone.

7302 – 02/21/2024 – Static and barely able to hear the other person.

4129 – 02/22/2024 – “My phone is very ‘Crackly’ sometimes during calls”.

 

[TheodorosG_3CX]

Have you also reported this to Yealink?

 

[lmichael]

Yes I have, they replied and would like me to load the current version of 124.86.0.159 to the sets. I am somewhat new to 3CX so I was not sure about loading firmware that may have not be tested by 3cx at this point.

 

[TheodorosG_3CX]

You need to get clarification from Yealink for this as firmware downgrades are not supported.

 

[lmichael]

Wouldn't this be a upgrade. Phones are currently on 124.86.0.40 and they sent me 124.86.0.159? From what I am seeing I would need to do this one phone at a time right and it would not be supported? Is 3cx looking to make available a higher firmware then the .40?

 

[TheodorosG_3CX]

Yes this is an upgrade but not a 3CX Supported firmware.
In case though you have other issues you might also need to downgrade to the latest 3CX Firmware however the downgrade process is not supported or recommended. For this you need to clarify with Yealink.

 

[lmichael]

I see what your saying now, I will check with Yealink on that. How often does 3CX certify new releases of firmware?

 

[TheodorosG_3CX]

This is not specific, it depends on when the build will be provided from Yealink and if it will pass the tests.

 

[lmichael]

Not sure what needs to take place to have this done. I can provide the firmware sent to me or does it need to be initiated by Yealink probably?

 

[TheodorosG_3CX]

Yealink will might give and ask you to upgrade the firmware from your side directly.

 

[Ibby-WaveLengths]

Hi all,

Some of our clients also experience this issue where audio is unclear and will crackle from time to time - where a reboot will only resolve the issue for a random but short space of time.

Our clients are on-premise servers, Debian, V18 (build 20)
Yealink SIP-T33G - firmware version on devices are on 124.86.0.40

Any help in this regard would be highly appreciated.

Additionally, is there an API being released in V20 where it will allow us the opportunity to schedule a restart of Phones connected to the client's server and/or services? This would be a useful feature to have.

 

[TheodorosG_3CX]

Do you experience the issue only with T33G?
Also why you need to schedule a reboot of the phone?

 

[Ibby-WaveLengths]

Do you experience the issue only with T33G?
Also why you need to schedule a reboot of the phone?

Correct, this is occurring predominantly with clients that have Yealink T33G devices, but it's not all of the time and it does not always happen to the same user/phone.

We also have one particular client ask us if there is anything we could do to help aid in combating the issue as it appears to be occurring more frequently (they have a call centre of about +/-230 active users of 250).


Regarding the question of scheduling phone reboots, this is to aid corporate client IT/network administrators in the event where they have maintenance outside of business hours that could impact devices at a later stage - of which a reboot and re-provision can assist in bringing the phone back online and/or clear any audio related fault.
Particularly in larger environments where it is difficult to reach every user or find the device in a list to manually achieve this.

 

[TheodorosG_3CX]

From the PBX side you need ensure the Hardware Specifications as per this guideline.
If for some reason the phone keeps cache and causing this issue, then this has to be reported to Yealink for further investigation.

Also note that the PBX will auto-provision the ip phones every 24hours by default however it will not schedule a reboot.
This might though be possible on the network level.

 

[cdomenech]

I am also having the same issues but I just swapped my topology with new Aruba 6200m switches with om3 fibre and still having the same issue as I thought it was a lan related not the handset .

 

[cdomenech]

Have you also reported this to Yealink?

The reply,
Because the phones are controlled directly by 3CX, I think this is more of a question for the technical people on the 3CX forum.

 

[cdomenech]

Correct, this is occurring predominantly with clients that have Yealink T33G devices, but it's not all of the time and it does not always happen to the same user/phone.

We also have one particular client ask us if there is anything we could do to help aid in combating the issue as it appears to be occurring more frequently (they have a call centre of about +/-230 active users of 250).


Regarding the question of scheduling phone reboots, this is to aid corporate client IT/network administrators in the event where they have maintenance outside of business hours that could impact devices at a later stage - of which a reboot and re-provision can assist in bringing the phone back online and/or clear any audio related fault.
Particularly in larger environments where it is difficult to reach every user or find the device in a list to manually achieve this.

same but with 130 users

 

[TheodorosG_3CX]

So the issue is limited with T33G correct?
Have you also noticed this for another model?
Keep in mind that many things are controlled from the firmware of the phone.

 

[Ibby-WaveLengths]

So the issue is limited with T33G correct?
Have you also noticed this for another model?
Keep in mind that many things are controlled from the firmware of the phone.

Thus far, it appears to be occurring on the Yealink SIP-T33G devices, yes.

From the previous responses in this post above, it appears as the updated Yealink release of firmware (testing) has not yet been completed OR is not yet recommended to be used by 3CX - any ideas on the testing progress in this regard?

 

[TheodorosG_3CX]

Currently we cannot provide any ETA for the release of the firmware as this has to pass the tests first.
If there issue with the firmware this has to be sent back to vendor and then re-test.