[Resolved] not supposed to do a Factory reset on the HT801 home phone?

[tango]

I thought my problem with the phone -light not ON when first installed, has been resolved when a Tech manually (and remotely) configured the HT801 Device setting this morning.

However, when I saw the flashing light on the Panasonic phone, indicating a voicemail, I listened to and cleared it (pressing # key until there is a beep). But then, the ATA phone light was still flashing, as if there is a voicemail. I tried unplug the power and plugged it back, the 3 lights were ON again, but the phone light was still flashing. "Emboldened" with previous instruction to do a Factory Reset, I did that, and now the phone light is OFF.

I sent an email back to Fongo Support in the same ticket, still Open, hopefully they get back to me soon.

My question to the Community Support is: am I not supposed to do a Factory Reset, unless instructed by Fongo Support?
Thanks!

[tango]

Further to this post, I checked the current firmware on the received HT-801,it is so out of date.

Pressing ***16 on the phone, the Firmware version is 1.0.53.1 (boot loader) and 1.0.53.3 (program)

From Grandstream web site - https://www.grandstream.com/support/firmware, it is now 1.0.55.5 for the HT-801

Apparently, the Firmware automatic update is disabled, if I had a glance on the Device Setting earlier? Meaning only Fongo Support can do the firmware update?

[Liptonbrisk]

But then, the ATA phone light was still flashing, as if there is a voicemail.

It can take a few minutes (in the past, with Freephoneline, it took up to 10 minutes, but lately, it's been faster) for the server to send a packet to the ATA to clear the voicemail waiting indicator. Receiving a voicemail notification or getting it to clear is not immediate with Fongo.

I tried unplug the power and plugged it back, the 3 lights were ON again, but the phone light was still flashing. "Emboldened" with previous instruction to do a Factory Reset, I did that, and now the phone light is OFF.

The reason you were told to perform a factory reset was to hopefully get the ATA configured by the provisioning server automatically, which, for whatever reason, hasn't been working for you, after the ATA reboots and connects to the internet. The ATA is then supposed to download and apply configuration settings. It appears that automatic provisioning, unfortunately, isn't fixed if the phone light is off again after a factory reset.


Refer to page 18 from https://www.grandstream.com/hubfs/Produ ... _guide.pdf to learn what LED patterns indicate.

Either there's an issue on Fongo's end with the configuration server (unlikely to be an issue with config server path, unless it's not specified; it's possible there's a typo in the ATA's MAC address, but I suspect that has been checked already), or your Bell Gigahub's firewall is blocking communication to it, which would be strange.

My question to the Community Support is: am I not supposed to do a Factory Reset, unless instructed by Fongo Support?

Due to your ATA not being able to be provisioned remotely, I wouldn't perform a factory reset unless instructed to by Fongo until that situation is resolved.

[Liptonbrisk]

Apparently, the Firmware automatic update is disabled, if I had a glance on the Device Setting earlier? Meaning only Fongo Support can do the firmware update?

Your ATA is supposed to be locked; you aren't supposed to be able to make changes. Fongo only uses and deploys firmware that it has tested internally.

I suspect the firmware that Fongo uses for the HT-801 is https://firmware.fongo.com/ht801fw.bin (I'm guessing).

[tango]

...

My question to the Community Support is: am I not supposed to do a Factory Reset, unless instructed by Fongo Support?

Due to your ATA not being able to be provisioned remotely, I wouldn't perform a factory reset unless instructed to by Fongo until that situation is resolved.

I appreciate your input. However, FWIW, the support tech at the Fongo server end responded to my email regarding Factory reset, he wrote "There is no problem doing the factory reset". In addition, he claims that Grandstream ATA LED may "suddenly stops and then works again"! He claimed the ATA is online at their servers ... Meanwhile, I know the home phone line does not work now, as I knew it was working earlier, prior to the Factory reset.

I don't know what to make of this, I suspect the Tech doing the remote access is more technically "competent"? The Tech responding to my email may just be a Service Coordinator pushing paper!? I already request another remote access to verify the ATA working condition, as the problem is real, unless Fongo server takes 24 hours to refresh - just a guess?

[Liptonbrisk]

I appreciate your input. However, FWIW, the support tech at the Fongo server end responded to my email regarding Factory reset, he wrote "There is no problem doing the factory reset"

Are you able to receive calls? If not, there's clearly a problem. Phone light permanently out on the ATA means loss of registration.

When did the problem occur? Immediately after performing a factory reset

Why did the problem occur? I suspect some settings were cleared due to the factory reset, and then the ATA is still unable to connect to the configuration server to download and apply settings, leaving your ATA unregistered.

Refer to page 18 from https://www.grandstream.com/hubfs/Produ ... _guide.pdf to learn what LED patterns indicate.

In addition, he claims that Grandstream ATA LED may "suddenly stops and then works again"

Again, phone light permanently out means loss of registration (unless the LED is dead, but the ATA is brand new, so that's not the case).

(Loss of registration could be due to loss of internet connectivity, but you're posting here.)

If the phone light on the ATA isn't on or blinking, you have a problem.

I'll just say, I would request a ticket escalation.

https://support.fongo.com/hc/en-us/arti ... -Complaint

He claimed the ATA is online at their servers

Given the registration status may not have been updated on their end after you performed a factory reset (there's a period where your registration indicates "connected", even if your ATA is offline, until the next registration interval occurs) since your ATA can't connect to their servers to initiate registration, that status probably isn't accurate. I don't know what the registration period is with Fongo Home Phone, but with Freephoneline it's 1 hour. So with Freephoneline when your ATA registers it show as "connected" via the online web portal even if the ATA loses internet connectivity at any time during that hour,; and until the registration expiry of 3600 seconds ends, the online portal still shows "Connected" until the ATA attempts to register again (or doesn't).

[tango]

I appreciate your input. However, FWIW, the support tech at the Fongo server end responded to my email regarding Factory reset, he wrote "There is no problem doing the factory reset"

Are you able to receive calls? If not, there's clearly a problem. Phone light permanently out means loss of registration.

Not just the phone light, I can't use the phone to call out, e.g. to my cell, as it results in a busy tone. Calling this phone from my cell results in a message "the person you call is not available, pls leave a msg". These are the same situation I had earlier, before the remote session configured the ATA manually!

I'll just say, I would request a ticket escalation.

https://support.fongo.com/hc/en-us/arti ... -Complaint

He claimed the ATA is online at their servers

Given the registration status may not have been updated on their end after you performed a factory reset, that status probably isn't accurate.

I'd wait until tomorrow morning to see if Fongo Support offer another appointment, if not by then, I'd escalate a complaint!

Thanks!

[Liptonbrisk]

Not just the phone light

No phone light means the ATA isn't registered, which means you can't receive calls. Your phone light being out means your service can't work.

Calling this phone from my cell results in a message "the person you call is not available, pls leave a msg".

Yeah, the ATA is unregistered.

The phone led being out permanently is significant.



https://www.grandstream.com/hubfs/Produ ... _guide.pdf (page 18)

I can't use the phone to call out

I edited my previous response with more information, in an attempt to be clearer. You may wish to reread it.

I suspect that the factory reset cleared the work the tech did. Due to the ATA still not being able to connect to Fongo's configuration server after the factory reset, settings were not downloaded, and, consequently, were not applied.

Regardless, your ATA is now unregistered if the phone LED on the ATA is permanently out.

I'd wait until tomorrow morning to see if Fongo Support offer another appointment, if not by then, I'd escalate a complaint!

There's nothing preventing you from responding to your existing ticket and requesting another remote session. I don't see, unless Fongo's provisioning server suddenly works for you, how your situation will be resolved otherwise.

[tango]

...

I suspect that the factory reset cleared the work the tech did. Due to the ATA still not being able to connect to Fongo's configuration server after the factory reset, settings were not downloaded, and, consequently, were not applied. Your ATA is now unregistered.

The current problems match exactly the same problems before the remote session with the device configuration manually entered. So I'd say you are correct!
...

As I saw the ticket status still Open, I have requested another remote session to fix it. I just have to wait for a confirmation, or their offer of another appointment. I feel "stupid" doing the Factory Reset, not understanding how the process for the server to update! It is such a nuisance having no control on the ATA, and the slow response of the Fongo support (not working weekend, etc)

[Liptonbrisk]

So I'd say you are correct!

It should be noted that because the ATA is locked, I can't see what's going on in it (whether correct settings are present and what the ATA's registration status is, but since the phone LED on the ATA is permanently out, it's safe to say it isn't registered).

Normally, you would dial ***
a) Then dial 02
b) Enter the IP address you hear into a web browser.
c) Login to your ATA. But I don't know what username/password Fongo uses (or at least, I've forgotten). Default login password is "admin" (without quotation marks) for unlocked HT-801s.

d) Then navigate to Status–>Port Status–>FXS–>Registration to confirm registration status.

I feel "stupid" doing the Factory Reset

It's not your fault. Under normal conditions, if the configuration/provisioning server were able to connect to your ATA, this wouldn't be happening.

It is such a nuisance having no control on the ATA

My preference is to not use locked SIP services (where the ATA is locked to a provisioning server).

That said, I believe what's happening (the configuration server not connecting to and configuring your ATA automatically) is abnormal.

[tango]

Further to this post, I replied to Fongo Support's ticket (still Open) and suggested that any Tech can re-configure the ATA Configuration manually using the same Basic and Advanced Settings that I managed to save into PDF for reference. As they have the ATA Admin password - or ask the Tech who changed in (presumably from default "admin" to a Fongo's), they can update these parameters anytime, thus many not need another remote session, which I thought all they need from me is the ATA IP address.

[tango]

So I'd say you are correct!

It should be noted that because the ATA is locked, I can't see what's going on in it (whether correct settings are present and what the ATA's registration status is, but since the phone LED on the ATA is permanently out, it's safe to say it isn't registered).

...

That said, I believe what's happening (the configuration server not connecting to and configuring your ATA automatically) is abnormal.

As mentioned in another post of mine, I saved the Basic and Advanced Setting tabs into PDF. If they are not personal, i.e. common that can help others, I could share them here? The Basic setting is 570 KB, Advanced is 2760 KB, may be too big to attach though.

And I agree that the auto-provisioning was not available, that the support Tech had to enter manually, is really not normal.
Thanks!

[Liptonbrisk]

As mentioned in another post of mine, I saved the Basic and Advanced Setting tabs into PDF.
If they are not personal, i.e. common that can help others, I could share them here?

Unfortunately, it's really the FXS port tab that's useful. For example, visit viewtopic.php?p=79162#p79162 and viewtopic.php?t=20539. That's how Grandstream HT-8xx owners should configure Freephoneline.

I believe Fongo doesn't want all settings shared (not the servers on the FXS tab). Freephoneline users have used, incorrectly, Fongo's proxy servers in the past, which lead to account bans. If you want to post something, I suggest getting permission first.

However, I wouldn't mind knowing, on the FXS Port tab, what Register Expiration is in minutes, and if SIP Registration Failure Retry Wait Time is 120 seconds.

Those two values may help me advise Fongo Home Phone users what UDP timeout values to try if they're using their own routers (as opposed to Bell GigaHub, for example, which doesn't permit users to change UDP timeouts).

The Advanced Settings tab is where Config Server Path and Firmware Server Path would be specified, but that isn't where the most relevant settings are entered, and Basic Settings are just where user passwords and web browser access configuration can be set.

[Liptonbrisk]

And I agree that the auto-provisioning was not available, that the support Tech had to enter manually, is really not normal.

Oh, so the tech actually did enter the configuration server URL on the Advanced Settings tab?


Wow. Was nothing entered by the tech on the FXS tab?
Did the ATA just reboot after the tech finished entering settings on the advanced settings tab?
If so, that means the ATA did manage to connect to the configuration server.


Was nothing entered by the tech on the FXS tab? This is an important question. If the answer is yes (nothing was entered on the FXS tab), it's bizarre that a factory reset caused this problem then. Possibly the ATA's MAC address isn't entered properly on their end. I'm not sure.

Does power cycling your ATA help (unplug power/plug back in)? I'm guessing it doesn't. Normally each time the ATA turns on, it attempts to register with Fongo’s proxy server.

Anyway, your ATA is unregistered when the phone LED on it is permanently out. There's no troubleshooting I can do since the ATA is locked. You'll have to get this resolved with Fongo, and before the tech leaves your remote session (or don't end the call, if you're on one) next time, perform an additional factory reset and check to ensure that the problem is truly resolved. In other words, don't let the tech leave if performing a factory reset causes the ATA to become unregistered again.

[tango]

And I agree that the auto-provisioning was not available, that the support Tech had to enter manually, is really not normal.

Oh, so the tech actually did enter the configuration server URL on the Advanced Settings tab?

I was not familiar with configuring the HT801, thus I am not sure if he edited the Advance Settings tab, although I would say, yes, as you mention the Basic Settings tab may not have sufficient/relevant parameters to change!

Wow. Was nothing entered by the tech on the FXS tab?

Again, at the time I was not knowlegeable about this FXS tab, did not click on it to save, so I don't know for sure!

Did the ATA just reboot after the tech finished entering settings on the advanced settings tab?
If so, that means the ATA did manage to connect to the configuration server.

One thing is certain, I did not have to reboot the ATA. The tech asked me to check if the phone works, I saw the Phone light ON, able to make a call and receive a call from my cell! That said, as I re-read this post before posting, I'd say the ATA was power recycled (if it is what you meant reboot), and the Phone light woke up OK!

Was nothing entered by the tech on the FXS tab? This is an important question. If the answer is yes (nothing was entered on the FXS tab), it's bizarre that a factory reset caused this problem then. Possibly the ATA's MAC address isn't entered properly on their end. I'm not sure.

Does power cycling your ATA help (unplug power/plug back in)? I'm guessing it doesn't. Normally each time the ATA turns on, it attempts to register with Fongo’s proxy server.

Another thing for sure: when I attempted to clear the flashing Phone light on the ATA, I unplugged the power cord which powers both the phone and the ATA. Then, then ATA wakes up with all 3 lights, and then the Phone light started flashing again.

This is when I made the crucial @#^$* mistake: did a Factory reset on the ATA! Then, the rest is as reported, back to square one! Had I known the server update processing time, or was not too "adventurious", the ATA would have been still registered!

This would also explain/confirm that the ATA was online the minute the tech completed the configuration manually, and no boot up of the ATA was done (as far as I can remember, am getting old though !)

Anyway, your ATA is unregistered when the phone LED on it is permanently out. There's no troubleshooting I can do since the ATA is locked. You'll have to get this resolved with Fongo, and before the tech leaves your remote session (or don't end the call, if you're on one) next time, perform an additional factory reset and check to ensure that the problem is truly resolved. In other words, don't let the tech leave if performing a factory reset causes the ATA to become unregistered again.

Great suggestion, I'll make sure the tech is aware of the current issue: a factory reset that wipes out current configurations, due to manually-entered provision!

Many thanks!

[Liptonbrisk]

I'd say the ATA was power recycled (if it is what you meant reboot)

Yes, basically.

Then, then ATA wakes up with all 3 lights, and then the Phone light started flashing again.

Next time, wait about 10 minutes for the phone led to stop slowly blinking after deleting all voicemail. Chances are the voicemail indicator will stop blinking before 10 minutes, but wait 10 minutes to be safe.

Again, this is what the LED patterns indicate:


If the phone led on the ATA is permanently off, that means your ATA is unregistered. Registration is a requirement for receiving calls or having your service working.

Many thanks!

You're welcome. Good luck!

[tango]

As I provided the ATA IP address and requested another remote session if need be, I received an email this morning telling me to do a Factory reset on the ATA. I did that, now the Phone light is back ON, the phone works with some tests to call and receive call.

In addition, I now see the phone flashing of voicemail. I had 13 VMs from my own testing, and deleted them all. After a few minutes, the ATA Phone light becomes solid (steady ON). All looks normal now.

Just a closure to this post, and acknowledge that Fongo Support has been responsive and helpful!
Thanks!

[Liptonbrisk]

As I provided the ATA IP address and requested another remote session if need be, I received an email this morning telling me to do a Factory reset on the ATA. I did that, now the Phone light is back ON, the phone works with some tests to call and receive call.

Okay, they've got your ATA working properly with the provisioning server.

Just a closure to this post, and acknowledge that Fongo Support has been responsive and helpful!
Thanks!

I'm glad this issue is resolved.

[tango]

Further to this post, I checked the current firmware on the received HT-801,it is so out of date.

Pressing ***16 on the phone, the Firmware version is 1.0.53.1 (boot loader) and 1.0.53.3 (program)

From Grandstream web site - https://www.grandstream.com/support/firmware, it is now 1.0.55.5 for the HT-801

Apparently, the Firmware automatic update is disabled, if I had a glance on the Device Setting earlier? Meaning only Fongo Support can do the firmware update?

Now that the ATA is working, I checked its Firmware version, for the fun of it! It is 1.0.55.1
FWIW

[Liptonbrisk]

Now that the ATA is working, I checked its Firmware version, for the fun of it!

Fongo only uses and deploys firmware that it has tested internally.
So, if you check your Advanced Settings screenshot or PDF, I suspect you'll see a firmware upgrade path (url), pointing to a Fongo server.

That is, navigate to Advanced Settings--> Firmware Upgrade and Provisioning.
I suspect "Upgrade via HTTPS" is enabled with with Firmware Server Path specified, such as https://firmware.fongo.com (if you click that link, you'll see ht801fw.bin).

And then below "Always Check for New FIrmware at Boot Up" is probably selected.

In turn, rebooting, power cycling, or factory resetting would force the ATA to check if a new firmware has been available been made available by Fongo and, if so, update your ATA.

I've never seen the Advanced Settings configuration for Fongo Home Phone though.

[tango]

...

That is, navigate to Advanced Settings--> Firmware Upgrade and Provisioning.
I suspect "Upgrade via HTTPS" is enabled with with Firmware Server Path specified, such as https://firmware.fongo.com (if you click that link, you'll see ht801fw.bin).

And then below "Always Check for New FIrmware at Boot Up" is probably selected.

In turn, rebooting, power cycling, or factory resetting would force the ATA to check if a new firmware has been available been made available by Fongo and, if so, update your ATA.

I've never seen the Advanced Settings configuration for Fongo Home Phone though.

Here are the screenshots on the Advanced Settings pdf, as you "never seen one on Fongo Home Phone", fyi

[Liptonbrisk]

Fongo only uses and deploys firmware that it has tested internally.

I may be mistaken.
I was basing that off of what a Fongo employee wrote here: viewtopic.php?t=20506.

Generally, it makes sense that firmware would be tested first before deploying it to a service provider's customer base.
Fongo Home Phone users can't update firmware files manually.

Here are the screenshots on the Advanced Settings pdf, as you "never seen one on Fongo Home Phone"

Thank you. The server paths for both configuration and firmware are both pointing to Grandstream's GAPS (Grandstream Automated Provisioning System) servers in that screenshot (bad guess on my part).

Anyway, the firmware check is being done at bootup.

[tango]

There is one more piece of info that may help in future troubleshooting process, methinks !

Earlier you mentioned MAC Address, which was the first question Fongo Support asked me in their response, and I took a photo of the ATA's label to ensure I don't misspell anything and sent it to Fongo Support. The next important piece of info is the ATA IP Address. With both, Fongo Support can edit the Device Configuration without a remote session!

With that said, I still wonder how auto-provisioning can work? Before shipping the ATA, MAC address is printed on the label. The shipping Dept could have recorded before shipping. However, how can the IP Address can be identified, or perhaps the ATA IP Address can be preset prior to shipping?

The MAC address is the Connection Request Username, and TR-69 Enabling Remote is ON, as seen on page 3 of 7 of the Advanced Settings, if you don't know it already. (Now I wish I have saved the Status and FXS Port for reference).

I am learning this with you, so thanks for sharing as well!

[Liptonbrisk]

With that said, I still wonder how auto-provisioning can work? Before shipping the ATA, MAC address is printed on the label. The shipping Dept could have recorded before shipping. However, how can the IP Address can be identified, or perhaps the ATA IP Address can be preset prior to shipping?

A specific IP address isn't required; obviously a user's WAN IP could be anything. Your Bell Hub is assigned/leased a WAN IP address from Bell. The ATA's LAN IP is assigned by your Bell Hub's DHCP server (this is the router portion of the Bell Hub doing that), and depending on the user's router and configuration, the ATA's assigned LAN IP could be anything as well.

When the ATA boots up it's supposed to connect to the provisioning server, and it, in turn, is supposed to configure your ATA using its MAC address as an identifier. Your ATA initiates the connection to the provisioning server at boot up. If the ATA can't connect or if the provisioning server is down or rejecting the request, then there's a problem.

Now I wish I have saved the Status and FXS Port for reference

The status page isn't that useful, except to see the current registration status in the ATA, its MAC address, its assigned LAN IP (which should be obvious since it's required to visit the web UI), the hardware version, firmware version, etc. It's not where configuration data is entered.

If the phone LED on the ATA is out that means you're not registered anyway (unless the light is physically busted). Typically, the registration status is what I find most useful, at least, initially.

Also, if the ATA isn't registered and if the ATA also has "Outgoing Call without Registration” set to "No" on the FXS Port page, then you'll hear, "Device not registered" when picking up the phone attached to the ATA.

So, there's multiple ways to check registration status.



Actually, I think I'd better delete your pic to avoid potential, unwanted traffic from bots.

[tango]

...

When the ATA boots up it's supposed to connect to the provisioning server, and it, in turn, is supposed to configure your ATA using its MAC address as an identifier. Your ATA initiates the connection to the provisioning server at boot up. If the ATA can't connect or if the provisioning server is down or rejecting the request, then there's a problem.
...

Then -in this case, how do I know if the provisioning server is down, or rejects the request? In other words, does the MAC address have to be manually entered, or the request from ATA to the provisioning server already includes the MAC address?

Just wondering