Yealink T53w not provisioning or registering

[ash720]

We have an on premise 3CX setup with a number of Snom and Yealink phones. One of the T53w phones stopped being registered and is not re-registering. Others work fine (but with different users). I haven't tried reprovisioning the working phones.

I know there are many similar topics, but I have gone through them and tried/tested all of the solutions and am still no further.

SSL certificate. We have a 3cx.co.uk domain and I have followed instructions to force a new certificate. Email confirmation of new certificate received this morning. Sslchecker points to correct IP address, but picks up our ssl certificate for our main domain (similar name before 3cx.co.uk). Could this be the issue?

Current firmware, factory reset, IP Phone added via webclient login. Phone then shows up under phones on management console, but no response if I try to assign it to the user.

I have been going round in circles, any help greatly appreciated.

 

[SteveITS]

Sslchecker points to correct IP address, but picks up our ssl certificate for our main domain (similar name before 3cx.co.uk).

That sounds like the port is not being forwarded to the correct server. The site is checking port 5001 or 443? Which is 3CX using?

Is split DNS set up on your network? https://www.3cx.com/docs/creating-fqdn-split-dns/

 

[CentrexJ]

Check ip blacklist.

 

[JohnS_3CX]

Just out of curiosity, why were you performing actions on the certificates if this is a local installation?
Asking because Local phones don't use SSL or the FQDN.

As @CentrexJ said, check the IP Blacklist in your management console. Blacklisted phones will not provision or register.

 

[ash720]

That sounds like the port is not being forwarded to the correct server. The site is checking port 5001 or 443? Which is 3CX using?

Is split DNS set up on your network? https://www.3cx.com/docs/creating-fqdn-split-dns/

Split DNS setup now (thank you). 5001 is forwarded to 3cx, 443 is already in use by exchange server. Can 3CX use a different port number?

 

[ash720]

Check ip blacklist.

Checked, nothing there.

 

[ash720]

Just out of curiosity, why were you performing actions on the certificates if this is a local installation?
Asking because Local phones don't use SSL or the FQDN.

As @CentrexJ said, check the IP Blacklist in your management console. Blacklisted phones will not provision or register.

Local installation (which all works fine). With additional extensions so users can work from home. They dislike the desktop app or mobile app and prefer physical phones. It was working before (and other users with the same phone are still working). Recent move to a new server may have missed some vital ingredient.

As above, checking the blacklist was one of the similar sounding issues that other users had found helpful, so I had checked that.

 

[ash720]

Split DNS setup now (thank you). 5001 is forwarded to 3cx, 443 is already in use by exchange server. Can 3CX use a different port number?

Actually, this is working in the office now. Thank you! I'll check that it will connect outside the premises and report back.

 

[JohnS_3CX]

If your provisioning URL is a an FQDN you need split DNS otherwise provisioning and registration will fail

If you use the URL that is IP based it should work without any further actions.

Local = the PBX and the device are on the same network and IP range

 

[SteveITS]

Split DNS setup now (thank you). 5001 is forwarded to 3cx, 443 is already in use by exchange server. Can 3CX use a different port number?

3CX can change ports during server install. I’d guess your cert test site connected to the Exchange server then since it would default to port 443.

 

[ash720]

Current status is that the phone connects and registers locally, but not when connected at home. Shows no service and account unregistered. A similar phone plugged into the same network outside the office does connect and register.

 

[SteveITS]

not when connected at home

Is it configured as a router phone? (a.k.a. its own SBC)

 

[ash720]

I believe so

 

[SteveITS]

On the SIP Trunk page does that “trunk” show connected when the phone is on?

 

[ash720]

Just reconnected locally and yes it is showing on sip trunks, as an SBC. Not sure that I have seen that before. I'll now try again to connect outside the office.

 

[ash720]

Phone works perfectly inside the office. When connected externally, the SBC is showing under SIP trunks and appears to be up, but the phone states "no service" and does not connect, no dialtone, etc. Similar model phone does work externally.

 

[SteveITS]

On that phone's page in 3CX, is it actually set to use itself as the SBC? Under "3CX Session Border Controller." It should show the SBC extension number.

 

[ash720]

Phone doesn't show up in 3CX when connected externally. It gets an IP address, but is showing as "account unregistered" on the phone itself, delving further in to the settings, it shows that it attempted to register for the assigned user, but registration failed.

 

[SteveITS]

If you can log in to the phone, under the Account/Register settings what is the "Outbound Proxy Server" set to? (might be slightly different wording as I don't have a T5 handy at the moment)

 

[ash720]

When phone connected to internal network, Outbound Proxy Server is set to the phone's own IP address.

Management dashboard shows phone (when connected internally) as being connected via SBC on same IP address (but different port number).

When connected internally, phone (and SBC) is allocated an IP address in the correct range (192.168.10.xxx), when connected externally, it gets a 192.168.1.xxx IP address.