Yealink T42G Disconnecting

[ct8916]

Our phones are disconnecting every day or two. Everything on the IP phone appears to be connected but they're not showing as connected on the 3CX portal. Has anyone got any ideas?

 

[JohnS_3CX]

Hi,

Disconnected = that the phone should show "no service" on screen, and cannot receive calls. Is this the case here?

And, are they using STUN mode to connect to 3CX or LAN/SBC mode?

 

[ct8916]

Hi,

Disconnected = that the phone should show "no service" on screen, and cannot receive calls. Is this the case here?

And, are they using STUN mode to connect to 3CX or LAN/SBC mode?

They can't receive calls but it doesn't say no service.

LAN/SBC

 

[JohnS_3CX]

If you make a call will it "wake up" and start working?

 

[ct8916]

Nope it just doesn't dial out. They do still have an IP address though, they're just not 'talking' to 3CX it seems

 

[JohnS_3CX]

Of course you can check the basics first like:

1. Ensure they have an adequate power supply to avoid instability/freezing
2. Ensure they are using the latest 3CX firmware version 29.83.0.145
3. If using custom templates, revert to using the official 3CX ones instead
4. Factory reset and reprovision one of the phones and see if that one behaves better compared to the rest

But if this doesn't help you might need to get assistance from your 3CX Partner or 3CX Support. Normally the phones will realize it when their connection is lost and show "no service" after about 2 mins when the registration expires. The reason why the behave otherwise would need closer troubleshooting than what we can suggest here on the forum.

 

[SweetAction]

We recently started seeing this at a client with T46's and T48's (non S/U models).

PBX uptime was... a lot. We did a reboot of the PBX and we stopped hearing about it.

 

[ct8916]

We recently started seeing this at a client with T46's and T48's (non S/U models).

PBX uptime was... a lot. We did a reboot of the PBX and we stopped hearing about it.

Cheers I've done that last night so hopefully we get the same result as you.

 

[ct8916]

We also get this issue despite restarting - does anyone have any ideas?

 

[SweetAction]

Your next step is to grab logs from the phone (yealinks have a pcap generator built into them) when the issue is happening, then look for the SIP register request and see what's happening.