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Resolving Yealink Phone Registration and Configuration Loss Issues

Overview

The issue "Yealink phones not registering and losing account and server data" occurs when attempting a firmware update to version 96.86.0.45. This was due to an outdated provisioning URL pointing to phones-na.nuviacloud.com instead of phones-na.kandy.io, causing configuration loss. The problem was resolved by updating the URLs and applying a patch on the NA servers, requiring a factory reset on the affected phones.

Information

Issue: Yealink phones not registering and losing account and server data after firmware update.

Affected Firmware Version: 96.86.0.45

Resolution Steps:

  1. Verify Current Provisioning URL:
    • Access the phone's web interface using default credentials (admin/admin or admin/password).
    • Navigate to Auto Provision settings.
    • Check if the Server URL is set to https://phones-na.nuviacloud.com.
  2. Update Provisioning and Firmware URLs:
    • Change the Server URL to https://phones-na.kandy.io.
    • Update the Firmware URL to the current Kandy firmware URL.
  3. Perform a Factory Reset:
    • Reset the phone to factory settings to apply the new configuration.
    • Reboot the phone after making these changes.
  4. Verify Resolution:
    • Ensure the phone registers successfully and retains account information.
    • Confirm that the phone can make and receive calls without losing configuration.

Note: If issues persist, contact support for further assistance.

Frequently Asked Questions

How do I know if this issue applies to my Yealink phones?
If your Yealink phones lose account and server data after a firmware update and show "No Service," this issue likely applies.
What should I do if the phones still lose configuration after updating URLs?
Ensure that the provisioning and firmware URLs are correctly set to phones-na.kandy.io and perform a factory reset. If the issue persists, contact support.
Is there a specific firmware version that causes this issue?
Yes, the issue was identified with firmware version 96.86.0.45. Ensure your phones are updated to the latest firmware using the correct URLs.
What if I need to update multiple phones?
Consider creating a script or procedure to automate the URL updates and factory resets for multiple devices.
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  1. Mohammed Amer

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