[FAQ] The phones can't connect to Yealink Device Management Platform(YDMP)

[Karl_Yealink]

Updating to latest firmware and install the YDMP correct, but the phones still can't connect to YDMP. There is not devices show in YDMP. Or I add the device MAC address in YDMP, but the status show offline. How can we trouble shooting this kind of issue. Please try to follow the steps below to check one by one.

1. Supported Firmware.
Yealink device management platform supports the management of the following devices:
SIP IP Phones: SIPT19(P)E2/T21(P)E2/T23P/T23G/T27P/T27G/T29G/
T40P/T40G/T41P/T41S/T42G/T42S/T46G/T46S/
T48G/T48S/T52S/T54S
Version: XX.83.0.30 or later. You can download the firmware from Yealink website.

Skype for Business HD T4XS IP phones: SIP T41S/T42S/T46S/T48S
Version: 66.9.0.45 or later. You can download the firmware from the link below.
Link: http://sfyms.yealink.com/?ShareToken=C6C...C11A2EEF14
Note: Available time until 11/11/2018 or you can contact Yealink support for firmware files.

Video Conference Systems: VC200/VC500/VC800/VC880
Version: XX.32.0.3 or later. You can download the firmware from Yealink website.


2. YDMP IP Address
Does YMDP with correct IP address when you install?
Download the dm.cfg file to confirm the IP address.
You can fill the https://IP address of the YMDP/dm.cfg (Example: https://10.200.4.199/dm.cfg) in any web browser to download the dm.cfg file then open it to check the IP address. From this parameter dm.server.address, you can know the IP address of the YDMP. Does the IP address same as the IP address which you access to YDMP via web browser. If not, please try to uninstall the YDMP then install again and fill the correct IP address when you install.

3. Necessary Open Ports
There are four ports are requested for YDMP, 443, 28443, 9090, and 80
- Check the network connection of the devices.
- Whether the firewall of your server is active.
- Run Network Diagnostics of Windows
To check the status of firewalls (log into CentOS as the root user):
1. Enter terminal.
2. Run the command:
systemctl status firewalld

If the firewall is active, you should run the following commands to enable the related ports in the firewall configuration:
firewall-cmd --permanent --zone=public --add-port=80/tcp
firewall-cmd --permanent --zone=public --add-port=443/tcp
firewall-cmd --permanent --zone=public --add-port=28443/tcp
firewall-cmd --permanent --zone=public --add-port=9090/tcp
firewall-cmd --reload

4. Does YDMP install succeed
When installing YDMP, it will connect to network for downloading some packets to complete install. Network loosing during install may cause the some features don't run normally after installed. Please using following commands to check all system running well.

systemctl status tomcat_dm

systemctl status redis

systemctl status rabbitmq-server

systemctl status mariadb

systemctl status tcp-server

If there is any system doesn't running, suggesting uninstall then install again.

5. Apply Necessary Information to check more
If the steps above can help you to solve this issue, please apply some information below for us to check more.
- Downloaded dm.cfg file
- Screen capture image of the YDMP (with the IP address of the YDMP)
- Phone log with level 6. Please set the log level to 6, then reboot the phone, so the phone will connect to YDMP when it boot up. After boot up about 15 seconds, then export the log.
- Export the configuration files. Under web interface->settings->configurations->Export CFG Configuration File, export All Settings file.
Please collect the information above then report in Yealink Ticket System.