Yealink W60B+W53H no audio

[EagleRichard]

I have a Yealink W60B+W53H set up over STUN.
PBX is cloud hosted.
this was working perfectly untill today, when the phone no longer gives audio (both callers can't hear each other).

I have checked and tried the following:
+ PBX Delivers Audio is active
+ SIP/RTP Ports are setup correctly
+ Firmware is up to date (77.85.0.25)
+ Firewall checker finds no issues on PBX
+ tried changing the Account Server host from FQDN to PBX IP (static)
+ reboot the device.

The device is provisioned, registered, and ready for use. IT receives the call (ringing), but once picked up, no audio is "available"

We have a Snom M900 on the same LAN network as the yealink, also setup through STUN, this works fine.

I'm stumped as how to get this to work, without factory resetting the device

 

[JohnS_3CX]

Hi @EagleRichard

There are a few more things to consider. Please take a look at this article and ensure all points are met because you are describing a typical scenario where STUN used to work and stopped, indicating that either something was missing to begin with or something possibly changed along the way.

If you find out that none of the above help you, restart the 3CX Media Service and see if this "magically" fixed the issue on the DECT phone. Let me know what you find accordingly!

 

[EagleRichard]

Thanks for the Reply, John.

I've checked the article, and the only points I have to check are:

• Port forward each phone's unique SIP port and RTP port range on the Remote Location Firewall
• Disable any SIP ALG or SIP Helpers running on the Remote Location Firewall

as far as I know, no firewall changes were made, that could explain the drop.

 

[JohnS_3CX]

Sure thing, let us know how it goes after setting up the remote forwards, I have a feeling that this will solve it

 

[EagleRichard]

Ok, so I finally had some feedback.
the Phones were originally set up on a older 3CX PBX which was lost in an incident in Strassbourg.

we have since set up a new pbx, and apparently switched the ports around. (yealink had 5065, 14000-14019, but in new setup had 5066, 14020-14039)
changed the port forwarding on the firewall.

HOWEVER!

now the extension appears online, but when called, goes directly to voicemail (as if it's not online...)

 

[JohnS_3CX]

Since you changed configuration, I think you should factory reset the base, and reprovision it as per our guide.
https://www.3cx.com/sip-phones/yealink-dect-w52p/

Then check the extension status, and ensure it is currently set to "Available", then edit the extension and under the Forwarding tab, ensure there are no Exceptions set.

You can then dial *888 from the handset and the system should call you back (Echo Test):

- You should ring
- Then you should hear your own echo if you answer the call

 

[EagleRichard]

the reprovision has already happened since the incident. and since then it worked for while until a few weeks ago.
unless you're saying we should do so again?

 

[JohnS_3CX]

I'm saying very specifically to factory reset the device. Factory defaults are important before you proceed.

Then reprovision it and and give it a test like I suggested above

PS: if you are using DECT repeaters, disable them - you need to test the base and handset in its default state.