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Technical Support

Yealink TFTP Recovery

If your Yealink device is in a boot loop or stuck on the Welcome initializing… Please Wait screen then you may need to preform a TFTP firmware recovery. This guide will show you how.

In the guide we will be using PumpKin TFTP Server but you can use any substitute you like.

Please note: ProVu are not liable for any issues caused by this download and please make sure that this is all setup on a LAN and not a WAN.

Step 1:

To acquire the firmware recovery files please contact support@provu.co.uk

Step 2:

Once you have the right firmware files you will need to setup your TFTP server.

Once you have downloaded and installed PumpKin from the link above you will be presented with the below page:

From here you will need to click on options which should bring up the following window:

On the above window you will need to set the TFTP filesystem root to the folder that you stored the firmware files in. In the example above I kept this in the Downloads folder but these can be stored anywhere you like.

You will also want to change the Read Request Behaviour to Give all files and the Write Request Behaviour to Take all files as shown in the screenshot above. Setting these options will allow the phone to request all the firmware files that it is looking for in the selected file path.

Once these have been set you can now click ‘OK‘ to save changes.

Step 3:

Putting your device into TFTP recovery mode. This may differ depending on what Yealink device you have so I have tried to cover them all in this guide for you.

T19, T2x, T3x, T4x, T5x

Step 1 – To recovery the above models you want to power off the device > press and hold the speakerphone button while powering on the device until you get to the following page:

Unless your phone has a USB port in which case you will see these 2 options before the above:

If you are presented with this page first then click on 1. TFTP option.

Step 2 – You should be on the page that has these four options:

  1. IP address
  2. Netmask
  3. IP Gateway
  4. TFTP Server

For these four options you will want to input the following:

  1. IP address – Any unused IP address that is available on your network.
  2. Netmask – For the netmask you will want to add the subnet mask of your network for example 255.255.255.0.
  3. Gateway – This will be the IP address of your router.
  4. TFTP Server Finally this will be the IP address of the PC that is hosting PumpKin & Firmware files.

Once you have input these details press the ‘OK’ button on the handset, this will then start requesting the files that you downloaded and stored earlier.

Step 3 – Please note that this process can take a few minutes to complete. You should see Updating on the screen until eventually the phone reboots itself. If successful then once rebooted you should see the phones home screen as normal

If this was not successful then you should see a message such as Update failed, if that is the case then you will need to check your details and firmware file path and try again until successful.

W52P & W60B

Step 1 – To recover a DECT base station is a little different to a deskphone.

DECT equipment requests the files from a specific IP address so you will need to make sure that your PC that is hosting PumpKin is configured with the following information as per below:

Step 2 – During the recovery the base station should get an IP address of 192.168.0.100 and will request the firmware files from the IP address above (192.168.0.23)

To put the base station into recovery mode you will need to unplug the unit press and hold the paging button (only button on the base station) and power on the device while still holding the paging button until all the lights turn on one by one (Power, Network & Phone/Dect)

Step 3 – Just like the deskphone this will take a few minutes to complete. Once successfully complete the base should reboot and all lights on the base should be solid. The device should now get an IP address via DHCP and can now be accessible.

If you have any problems/issues with any of the above please contact support@provu.co.uk or call 01484 840048 option 2 for support.

Yealink – Adjusting the sending volume (outgoing volume) on the T2, T4 and T5 Series Phones

You may be getting reports from your customers saying that when they are on a call, the opposite party is telling them that their audio is too quiet, or maybe even too loud when they talk. Usually this isn’t a problem because the opposite party can adjust the volume of the person calling with their own phone, but what if the opposite party has already done that and it’s still too quiet or too loud?

If that is the case then you may be able to adjust three settings on the Yealink device. These can found on the web user interface by going to the ‘Features’ > ‘Audio’ page and adjusting the settings in the image below outlined in green.

An alternative way to think what these settings do is adjusting how sensitive the microphone is on the device. You can adjust the handset, headset and handsfree sensitivity to be weaker or stronger. The valid values are between -50 and 50. The higher the value, the louder it should be. The lower the value, the quieter it should be.

When adjusting this setting it is important to be cautious. Incorrectly configuring the value can have adverse effects on the audio quality so it’s advisable to gradually increase or decrease the value until you find the right spot.

If you control your own provisioning server and would like to configure this remotely you can use the provisioning parameters below:

voice.headset_send
voice.handset_send
voice.handfree_send

Hopefully after adjusting these settings it resolves the issue and provides a better experience for the end-user and the opposite party on the calls.

For further technical assistance with your Yealink devices please contact our support team by emailing support@provu.co.uk.

Cisco CP Range – How to capture a ‘.pcap’ trace

This blog post is going to outline the steps to take to source the required file. If you contact the ProVu support team experiencing Registration or Call issues with the Cisco CP series of phones, we will require a PCAP trace capturing the problem to help identify the cause of the issue.

Step 1 – Access the web user interface

In order to access the web user interface of your device you will need to find the IP address. There are a few ways this can be done such as logging in to your router and checking the DHCP table, but most likely the easiest method and the one this blog post is going to cover is to get it physically from the phone.

You’ll need to press the ‘Settings‘ button on the phone which has the symbol of a cog. Once you have pressed this button scroll through the options available and select ‘Status‘ > ‘Network Status‘ > ‘IPV4 Status‘ and make a note of the IP address.

Once you have the IP address, open a web browser and type the IP address in to the top search bar and press enter as displayed in the image below.

 
Once you have pressed enter it should take you to the ‘Info‘ page. On here you need to select the admin user and then advanced options by clicking the red outlined text in the image below.

(By default there is no admin password applied but if you have set one it will require this)

Once you have done that go to ‘Info‘ > ‘Debug Info‘ and you should be on the page below.

 

Step 2 – Capturing the ‘.pcap’ trace

On the ‘Info‘ > ‘Debug Info‘ page there is a section under ‘Problem Reports‘ that says “Packet Capture” with a button next to it. Follow the steps below to generate the file.

  • Press ‘Start Packet Capture‘ and select the capture filter to ‘All‘.
  • Replicate the issue – if your issue is related to outbound calls failing, attempt to place an outbound call. If your issue is related to Registration issues you can force a Registration by disabling and enabling the SIP Account:
    • To do this you need to go to ‘Voice’ > ‘Ext 1‘ and change ‘Line Enabled‘ to ‘No‘. Then click ‘Submit all Changes‘ at the bottom of the page. Wait 30 seconds for the web user interface to reload and then go back to ‘Voice‘ > ‘Ext 1‘ tab and change ‘Line Enable‘ to ‘Yes‘ and click ‘Submit all changes‘.
  • Press the button next to ‘Packet Capture‘ again (this time it should say “Stop Packet Capture“)
  • Once the trace has been stopped and generated you can download it from “Capture File” link outlined in the image below.

Once you have download the file please send it to the engineer requesting it, or to support@provu.co.uk if this is the first time reporting the issue.

How to capture a PCAP trace on a 2N unit

If you have contacted Support regarding a technical issue that you are having with your 2N door intercom then we may have asked you to capture a trace replicating the fault.

This guide will show you how to capture a PCAP trace from a 2N Door Intercom.

Step 1:

Web browse to the IP address of the intercom. If you don’t have a DHCP table or network scanner to find the IP address reboot the intercom and wait for the second beep tone, after this press the main button 5 times. The intercom should then read the IP address out to you.

More information on this can be found on 2N’s Wiki.

Step 2:

Once you have logged into the web interface go to System highlighted below:

Step 3:

Go to Network > Trace as highlighted below:

Step 4:

Once you are on the Trace page, press the red record button to start the trace > This is now the time to replicate the fault the customer is experiencing.

Step 5:

Once the fault has been replicated press the Stop button > then press Export > Finally send this to support@provu.co.uk

If you have any problems with this please contact support on 01484840048 option 2 or email support@provu.co.uk.

Reap the Rewards of Sangoma Vega Gateways with ProVu

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We know that gateways aren’t always the easiest devices to install, but we don’t want this to hold you back! You too can now reap all the associated benefits that Sangoma’s Vega gateways offer without the worry. With our expert team here to support your install and the switch off of ISDN looming there couldn’t be a better time to explore Sangoma’s Vega Gateway range.

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Benefits of Sangoma’s Vega Gateways

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Sangoma Vega Gateway Range

With many premises currently quieter than normal, it’s a great time to install new equipment and upgrade legacy systems. What’s more, with support from our expert technical engineers, we’ll take you through the process of configurating your gateway helping you to develop the skills to carry out future deployments.

To find out more about the Sangoma Vega Gateway range or about taking advantage of our free remote installation offer please call 01484 840048 or email contact@provu.co.uk.

*Offer Terms & Conditions

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