General Phone Provisioning Troubleshooting Guide

This article will provide the common steps used to troubleshoot most phone provisioning issues outside of the MPP integration.

Device is Factory Reset

Ensure that if the device is pre-used, that it has been fully factory reset prior to the provisioning of the phone. If not, the phone will need to be reset in full to have it be able to be correctly provisioned. 

Hard Wired vs. Wifi

Ensure that the hard phone is setup to be plugged in with an ethernet cable and not setup to use Wifi as the internet connection. 

Correct Phone Template

Having the correct phone template does matter! If the template that you have select does not have the  -247 or -bvoip suffix, then the template will need to be changed to the correct one. 

Up-to-Date Firmware

If the phone does not have updated firmware, this can cause provisioning issues. We recommend checking with the manufacturer of the device to ensure that the firmware is updated in full. Some additional documentation can be found with the knowledge base articles below. 

• Updating Firmware in the Managed Provisioning Portal
• How to Update Firmware for Yealink Phones
• Updating Polycom Firmware

Device Scanned In and Assigned in Managed Provisioning Portal

After provisioning the phone template in the bvoip phone system, the device will need to be synced to the Managed Provisioning portal. For instructions on how this can be done, please refer to our article on Activating the MPP Integration. 

Invalid SIP Authentication Credentials

Credentials that work for most vendors can be invalid for some devices, namely older Polycom models. For best compatibility, ensure the extensions SIP Authentication under the Security tab match the validated settings below.

• Authentication ID is 12 or less characters
• Authentication Password is 20 or less characters
• Authentication Password contains only alphanumeric and the following special characters: !, @, #, $, %, ^, &, *, ( or )
• 15+ year old phones without recent firmware updates may require alphanumeric with a maximum of 10 characters.

Check the URL in the Phone's Web Server

After the device is fully provisioned, if it is still not showing as operational, we recommend going into the phone's web server using the local phone's IP and ensuring the Web Server URL is showing a central portal based URL. If the URL is correct, see the next section about forcing an auto-provision or reboot of the device. 

If the URL is incorrect, go back over the sections above. A few additional steps that can be taken are removing the device from the Managed Provisioning Portal as well as the phone template from the phone system and re-doing the device provisioning from scratch. Be sure to factory reset the device to ensure that it pulls in the correct details from the Managed Provisioning Portal.

If the URL is from a previous provider, you may need to reach out to them to ensure that they do not have a provisioning portal with this device listed. If they do, it will need to be removed from the previous provider, factory reset and re-provisioned on the bvoip side. 

Forcing Auto-Provision/Device Reboot

In cases where the Web Server URL is listed and correct but not pushed over, you can go into the settings of the phone and select the auto-provision button to force it through the phone or a device reboot. 

SIP ALG Setting Turned Off

SIP ALG is a common setting on firewalls that needs to be adjusted to off. This setting can prevent phones from connecting and completing the provisioning process. 

Timezone Not Set

Some phone models require that the timezone be set on the physical device after a factory reset in order to provision.

Disabling Trusted Certificates 

This troubleshooting method is more for the Yealink based phones. For more information, please see our Disabling Trusted Certificates article. 

Disabling the Disallow use of extension outside the LAN option

Disabling this option makes it where the phone can communicate properly with the Managed Provisioning Portal as well as the bvoip phone system. This option is deselected by default, but we still recommend verifying this in case the option was reselected previously. 

For more information, please see our Disabling the Disallow Use of Extension Outside the LAN Option article.