Various W56H Cannot Dial out "forbidden"

[CloudNet Group]

We have many W56B/H in use. We are continually receiving complaints that the every month or two, a handset can receive calls but cannot MAKE calls. Display shows "FORBIDDEN via IP line" unless the Handset is rebooted. In locations with more than one W56H in use, one handset will still be able to make calls but the other will not. Incoming calls are fine, we have valid registration to the base. What will stop the handset from being able to make calls when the base is properly configured?

[Jensen_Yealink]

Hello CloudNet Group,

This is Jensen from Yealink technical team, good to know you.
Per this, please help to share more:
1/ Difference handsets registered with difference accounts? or all handset with same account?
2/ How many accounts on this base?
3/ While the issue happened, how about the status of the account?
4/ Please provided the PCAP, config.bin and syslog with level 6.
http://support.yealink.com/faq/faqInfo?id=707
Thank you.

BR
Jensen

[CloudNet Group]

(03-30-2018 09:58 AM)Jensen_Yealink Wrote:  Hello CloudNet Group,

This is Jensen from Yealink technical team, good to know you.
Per this, please help to share more:
1/ Difference handsets registered with difference accounts? or all handset with same account?
2/ How many accounts on this base?
3/ While the issue happened, how about the status of the account?
4/ Please provided the PCAP, config.bin and syslog with level 6.
http://support.yealink.com/faq/faqInfo?id=707
Thank you.

BR
Jensen

Jensen it is a difficult issue to pinpoint. The handset randomly cannot make calls unless rebooted or reset. It is version 61.80.0.18 we have tried updating the handset to 61.81.0.30 but this process fails.
To answer your questions.
1/Different handsets registered with different accounts
2/One Account Per Base
3/ When issue occurs we see valid SIP Binding and registration of Base
4/ When issue occurs handset can receive calls. Handset cannot make calls

Rebooting handset sometimes clears error,
If reboot does not resolve, we 'reset handset' through the handset, if that fails
We reboot base.

This process is very inconvenient for the customer

[Jensen_Yealink]

(03-30-2018 02:43 PM)CloudNet Group Wrote:  

(03-30-2018 09:58 AM)Jensen_Yealink Wrote:  Hello CloudNet Group,

This is Jensen from Yealink technical team, good to know you.
Per this, please help to share more:
1/ Difference handsets registered with difference accounts? or all handset with same account?
2/ How many accounts on this base?
3/ While the issue happened, how about the status of the account?
4/ Please provided the PCAP, config.bin and syslog with level 6.
http://support.yealink.com/faq/faqInfo?id=707
Thank you.

BR
Jensen

Jensen it is a difficult issue to pinpoint. The handset randomly cannot make calls unless rebooted or reset. It is version 61.80.0.18 we have tried updating the handset to 61.81.0.30 but this process fails.
To answer your questions.
1/Different handsets registered with different accounts
2/One Account Per Base
3/ When issue occurs we see valid SIP Binding and registration of Base
4/ When issue occurs handset can receive calls. Handset cannot make calls

Rebooting handset sometimes clears error,
If reboot does not resolve, we 'reset handset' through the handset, if that fails
We reboot base.

This process is very inconvenient for the customer

Hello CloudNet Group,

May I know who is your service provider? The firmware you used is for Vonage, If you don't use theri service, please upgrade both handset and base firmware.
If you use their service, please contact Vonage for help. Thank you very much.

BR
Jensen

[telecomcostsolutions]

We have had the same issue. End user has multiple W56 systems on hosted PBX in different geographic locations. Most do not have this trouble. The one who has had the most trouble which is every couple months is on Spectrum Cable ISP.