Yealink T58 stopped ringing, keeps BLF key talking

[Leo_B]

Hello guys,

One of our customers reported today quite a weird glitch: all of a sudden Yealink T58 phone stopped ringing, while one of the BLF keys kept displaying red "Talking' status. After several reboots the BLF key eventually turned to green as well as the phone's restored ringing functionality, but the whole process of 'fixing' lasted some 20+ minutes. Looks like there's an issue rather on 3CX system side that phone's one, so what would be the best way to fix it asap (e.g. restart the phone services) or even prevent it?

Thank you advance!

3CX Version: Enterprise Annual 16.0.8.9
Server OS: Debian 9 v16.0.655
Is the 3CX Server Hosted: no
IP Phone Make/Model/Firmware: Yealink T58A v58.86.0.20
Provisioning Method: SBC
Trunk Provider: Vitelity
Has the Firewall Checker passed: YES
Are custom Phone Templates being used: NO

 

[JohnS_3CX]

Hi Leo

I'm wondering how you concluded that there is an issue on the 3CX side, is this based solely on the behavior of a single phone?

PS: Your PBX is outdated, check your updates section and should find an update to V16.0.8.9

 

[Leo_B]

Hi Leo

Hi there and thank you for response!

I'm wondering how you concluded that there is an issue on the 3CX side, is this based solely on the behavior of a single phone?

Right you are. As I failed to ditch the glitch in spite of several reboots, the only logical explanation that comes to my mind is that phone just 'reflects' a problem on a server side.

PS: Your PBX is outdated, check your updates section and should find an update to V16.0.8.9

Is current version the one displayed in Dashboard's Information section? In this case we run exactly v16.0.8.9

 

[JohnS_3CX]

Hmm I think the fact that all of a sudden it stopped ringing, while the BLF keys kept displaying red, might be indicative of a faulty phone rather than a problematic PBX.

Are there any other phones at the same site you can compare? Perhaps their BLFs would also be acting up in this case. 3CX clients would also stop ringing when calls come in, not just this one phone.

 

[Leo_B]

The thing is that we run almost identical 3CX setups on three different customers' sites. Yealink T58A is the only SIP phone model installed, and maybe the only problem we had experienced for the last 6 months was so called 'no ringing glitch' (T58A stops ringing, but reboot fixes this) which has been fixed successfully in latest firmware version. And I should admit I have never seen a glitch like yesterday's 'no ringing + stuck BLF key' one. AFAIK the phone in question was the only one experience the issue described last Thursday.

Also please note that only one BLF key displayed the red status, so technically it looked like system just failed to 'close' the recent call correctly.

 

[JohnS_3CX]

That is interesting but going back to what I said earlier, I would want to learn the following in your place:

- Are other phones at the exact same site misbehaving or is it just this one?
- Have the 3CX clients been affected, or was it just that T58A?


Point being, if there is no corroborating evidence from these other sources, then I would think you have a stronger case against that one phone rather than your entire system. You could take some actions to find out (provided it is still misbehaving as we speak).

1. One action would be to assign that exact same BLF that gets stuck, to other phones. If it's your PBX, then surely the same BLF will be stuck on all phones, not just this one

2. Another action, is to log the T58 extension into the Windows client (which also has a BLF side-panel). If you see the client rigning but the T58 doesn't then you know that the phone is likely problematic here. Same goes for the BLF of course

 

[Leo_B]

That is interesting but going back to what I said earlier, I would want to learn the following in your place:

- Are other phones at the exact same site misbehaving or is it just this one?
- Have the 3CX clients been affected, or was it just that T58A?


Point being, if there is no corroborating evidence from these other sources, then I would think you have a stronger case against that one phone rather than your entire system. You could take some actions to find out (provided it is still misbehaving as we speak).

1. One action would be to assign that exact same BLF that gets stuck, to other phones. If it's your PBX, then surely the same BLF will be stuck on all phones, not just this one

2. Another action, is to log the T58 extension into the Windows client (which also has a BLF side-panel). If you see the client rigning but the T58 doesn't then you know that the phone is likely problematic here. Same goes for the BLF of course

Hey,

Sorry for the late response. Unfortunately, I can provide a distinctive answer only to the first question: there was definitely only one T58A misbehaving the way described. Being some 40 miles away from customers site, I had no chance to check 3CX clients.

As for the rest of your response, the BLF that got stuck is being assigned to all other phones, but again, I had no chance to check the other devices witin those 20 minutes before the issue got fixed. All I can do now is sit and wait for 'stuck BLF' glitch to occur again.

 

[JohnS_3CX]

If you cannot replicate it then I would not worry about it. On the surface at least, it sounds like a network glitch from the description.