Vonage Yealink Phones are not automatically updating (6/21 – 8/1)
August 07, 2024 10:00 a.m.Some users experienced missing or malfunctioning appearances on desk phones. Telecom was not able to have their requested adds, move, or changes take place.
An issue was identified on 7/17 after several tickets were received for missing or malfunctioning appearances on desk phones. After further investigation the issue was traced to Yealink desk phones on Vonage not automatically provisioning. After checking logs in the Vonage admin portal, it became clear that none of the desk phones in any account were successfully auto-provisioning. The ability to place or receive calls from the primary extension had not been affected. It was unclear what the source of the issue was. John hanks was contacted to check our network but hadn’t seen anything out of the ordinary. Vonage was also contacted for guidance and to see if there have been any changes from their end that may be the cause. A packet capture was run but additional captures and testing were need to be completed when the relevant parties were available.
No updated provisioning for any requests was to take effect.
Mason experienced a power outage on June 21st. Consequently, when thousands of our phones attempted to re-sync with Vonage, it was perceived as a potential security threat, leading to our IP being blocked due to excessive traffic. Following this event, our Telecom team did not immediately identify an issue with our Vonage/Yealink phones until mid-July, when several tickets were submitted by various Telecom Coordinators. Our Yealink phones perform an automatic update at a minimum of once daily, which enables the use of several key features such as shared line appearances and the company directory. These updates ceased on June 21st, halting any additions, moves, or changes.
After two weeks of rigorous testing and troubleshooting involving our Network group and Vonage engineers, under the leadership of Nikolai Majorin, it was determined that the problem originated from Vonage’s services and was not a configuration issue on our network. Vonage has now whitelisted our 2 IPs to prevent this issue from recurring, and we have successfully tested the system after the change.
Vonage has now whitelisted our 2 IPs to prevent this issue from recurring.