Yeastar PBX Onboarding Troubleshooting Guide

This guide covers common errors that may occur during the Yeastar P-Series Software Edition onboarding process, along with their possible causes and solutions. If you encounter any issues when setting up Yeastar P-Series Software Edition, you can analyze and solve your problems by following this guide.

Activation email not received

Issue description
After purchasing Yeastar P-Series Software Edition, you should receive an activation email containing all the necessary information to set up your PBX. However, this activation email hasn't reached your mailbox.
Possible cause
The activation email may have been put in your spam folder by your email service provider.
Solution
Check your spam folder for email from sender noreply@notice.yeastar.com.

Activation failure

Issue description
When entering activation code to activate Yeastar P-Series Software Edition, a window pops up indicating that the activation failed, as shown below.
Possible cause
There is a network connectivity issue between Yeastar P-Series Software Edition and Yeastar Activation Server (domain: active.yeastar.com).
Solution
Check the network connectivity between Yeastar P-Series Software Edition and Yeastar Activation Server. If there are any issues, you need to establish the connection between them.
  1. Log in to PBX web portal, go to Maintenance > Troubleshooting > IP Ping.
  2. In the Target Host section, enter active.yeastar.com, then click Start.

    The ping command output will be displayed in the Result field.

    If there is no response as shown in the figure above, it indicates that there is a network connectivity issue between Yeastar P-Series Software Edition and Yeastar Activation Server. In this case, you need to follow step 3 to establish the connection between them.

  3. Check and change network settings of Yeastar P-Series Software Edition.

    1. Ensure that the PBX has Internet access.
    2. Change the DNS server of the PBX to 114.114.114.114 or 8.8.8.8 (Path: System > Network > Basic Settings > LAN).

Yeastar FQDN enable failure

Issue description
When trying to enable Yeastar FQDN on Yeastar P-Series Software Edition, the Status shows Error indicating that the connection to the tunnel server has failed.
Possible cause
  • There is a network connectivity issue between Yeastar P-Series Software Edition and Yeastar FQDN Tunnel Server (domain: lcsd.yeastar.com).
  • The PBX's date and time is incorrect.
Solution
Check the network connectivity between Yeastar P-Series Software Edition and Yeastar FQDN Tunnel Server using the IP ping tool. Based on the ping command output, you may need to establish the connection between them or change the PBX's date and time.
  1. Log in to PBX web portal, go to Maintenance > Troubleshooting > IP Ping.
  2. In the Target Host section, enter lcsd.yeastar.com, then click Start.

    The ping command output will be displayed in the Result field.

  3. Depending on the ping command output, you may need to perform different operations to resolve this issue.
    • If there is no response as shown in the figure below, it indicates that there is a network connectivity issue between Yeastar P-Series Software Edition and Yeastar FQDN Activation Server.

      In this case, you need to establish the connection between Yeastar P-Series Software Edition and Yeastar FQDN Activation Server, as shown below.
      1. Ensure that the PBX has Internet access.
      2. Change the DNS server of the PBX to 114.114.114.114 or 8.8.8.8 (Path: System > Network > Basic Settings > LAN).

    • If there is response as shown in the figure below, it indicates that Yeastar P-Series Software Edition can reach Yeastar FQDN Tunnel Server.

      In this case, you need to check and change PBX's date and time on PBX web portal.

      1. Go to System > Date and Time.
      2. Check the current time, select your current time zone and Synchronize with NTP Server, then click Save.

Unable to log in to Administrator account via FQDN

Issue description
When trying to log in to Administrator account via FQDN, an error message is displayed indicating that the login has failed.
Possible cause
The Administrator account is restricted from logging in to the administrator portal remotely.
Solution
Allow the Administrator account to remotely access Yeastar P-Series Software Edition via FQDN.
  1. Log in to PBX web portal, go to System > Network > Yeastar FQDN.
  2. In the Features section, click Remote Access tab, then click beside Web Access.

  3. In the Select Account drop-down list, remove the Administrator account.

    Now you can log in to Administrator account via FQDN.

Auto provision with RPS failure

Issue description

Failed to remotely auto provision IP phones via RPS.

Possible cause & solution
Possible Cause Solution
The IP phone has been auto provisioned by another PBX. Remove the IP phone from provisioning list of another PBX, then auto provision the IP phone via RPS.
The provisioning server URL in IP phone doesn't match the provisioning link that was generated for the phone in PBX web portal. Make sure that the provisioning server URL is exactly the same in IP phone and Yeastar PBX.
No certificate has been uploaded to PBX or the certificate has expired. Upgrade the IP phone to the latest version or disable certificate verification on IP phone.
Tip: An example of disabling certificate verification on Yealink T53W is shown below.
If the auto provision still fails, you can submit a ticket to Yeastar Support.
Tip: You can manually register the IP phone with PBX. For more information, see IP Phone Configuration Guide.

Trunk registration failure

Issue description
When trying to create a SIP register trunk to connect Yeastar P-Series Software Edition to service provider, the trunk registration failed.
Possible cause

There may be an issue with proxy server setting.

Some SIP trunk providers utilize multiple proxy servers for load balancing or failover and configure NAPTR-SRV records for the domain. In this case, you can use DNS-NAPTR as the transport protocol for trunk registration.

Solution
Change the transport protocol of proxy server.
  1. Log in to PBX web portal, go to Extension and Trunk > Trunk.
  2. Click beside the register trunk that you want to edit.
  3. In the Transport drop-down list, select DNS-NAPTR.

  4. Click Save and Apply.

Inbound call failure

Issue description
Inbound calls to SIP trunks should be routed to the inbound route destination, but inbound calls are not routed as expected.
Possible cause

DID in inbound route is not configured properly.

Yeastar P-Series Software Edition routes inbound calls based on DID, which means that only inbound calls matching the defined DID pattern can be routed to the inbound route destination. Since some service providers send original dialed number, while others may send number with country code, your DID pattern setting may not cover all possible DIDs.
Solution
Add all possible DID patterns in inbound route to ensure proper routing.

  1. Log in to PBX web portal, go to Call Control > Inbound Route.

  2. Click beside the inbound route that you want to edit.

  3. In the DID Pattern section, click Add to add all possible DID patterns from service provider.

  4. Click Save and Apply.