While the bvoip phone system is compatible with most phones, this article will be aimed at troubleshooting phones that did not update via MPP.
Phone is Not Provisioning
If the phone is not provisioning after setup, there are a few items that could be preventing the provisioning from completing.
INVALID_INITIAL_PROVISIONING
If you get the above error, or one that looks like it, you likely need to release the device from the previous provider, as this error only shows when the manufacturer's server rejects our registration request because the MAC is already registered elsewhere.
Follow our guide Release MAC from Manufacturer RPS to get more details on how to get this released.
MPP Not Enabled
Most phones are provisioned using our Managed Provisioning Portal (MPP) integration. If it is not enabled for an extension, the phone will not fully provision. For information on activating the MPP Integration, please refer to our Activating the MPP Integration article.
Incorrect MAC Address
Ensure that the correct MAC Address is assigned to the correct extension. If the MAC is incorrect, the phone will not provision until its corrected. To correct it, simply update it inside the template listed on the Phone Provisioning tab under the assigned extension.
Incorrect Phone Template
Ensure that the correct phone template is assigned to the correct extension. In most cases, the correct template will have a -247 or -bvoip beside the make and model. If the correct make and model is not shown, please reach out to bvoip support for assistance.
Factory Reset
When factory reset, the device's firmware will be updated and the configuration file will be accessed, pulling the provisioning details from the phone system. This will apply regardless if the phone is new out of box or coming from elsewhere.
Unless the phone device is incompatible with the Managed Provisioning Portal, there will no need to log into the device and manually configure anything.
Firmware Not Updated
Some devices will require an updated firmware before provisioning. 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.
After Corrections
Once any of the above items have been corrected, please factory reset the device to re-attempt provisioning. If the phone continues to not provision, please reach out to bvoip support.