This Frequently Asked Questions (FAQ) document provides concise answers and guidance for using GDMS Unified Communications (GDMS UC). It is intended to assist administrators and technical users in understanding platform capabilities, configuration behavior, and common troubleshooting scenarios.
Platform Overview & Architecture
Please refer to this page HERE for a list of compatible devices.
GDMS Unified Communications (GDMS UC) is a cloud-based management platform for Grandstream unified communications products. It provides centralized provisioning, configuration, monitoring, firmware management, diagnostics, and lifecycle management for endpoints, gateways, and IPPBXs.
GDMS Unified Communications manages VoIP and collaboration devices such as IP phones, ATAs, gateways, and IPPBXs. GDMS Networking is a separate system used to manage networking products such as routers, switches, and access points. Each system is optimized for its respective product category.
GDMS UC supports Grandstream IP phones, ATAs, gateways, conferencing devices, facility access devices, on-premise IPPBXs (UCM series), SoftwareUCM, and CloudUCM. Device support depends on the model and the minimum firmware version.
Please refer to the link HERE for domains and ports currently used by GDMS/UCM RemoteConnect and CloudUCM servers.
Devices establish outbound HTTPS connections to the GDMS server using TR-069/ACS. No inbound firewall rules are required. Devices periodically report status and retrieve configuration, firmware, and task instructions from GDMS.
Yes. Multiple customer environments can be managed by creating separate organizations within a single GDMS account. Each organization is isolated in terms of data, configuration, and permissions.
No. GDMS is a centralized management and provisioning platform. Certain advanced, or specific settings must still be configured directly through the IPPBX Web UI.
No. Devices can operate independently without GDMS. GDMS is an optional platform that provides centralized management, automation, monitoring, and value-added services.
The GDMS Platform US server and EU server are independent servers; data is not shared between the two. Users can still use the US GDMS server even if the current location is EU. If users want to transfer all data from the US server to the EU server, users will need to export the important data, such as SIP accounts, SIP servers, templates, and import them into the EU server. Users can add the devices to the EU server to manage the device as in the US server afterward.
We separated the GDMS server into the US server and the EU server due to the GDPR policy (General Data Protection Regulation). There is no influence of usage if the user still selects to use the US server, but the user needs to follow the GDPR policy and take responsibility for GDPR policy. It is recommended to transfer all data from the US server to the EU server if the current location is EU.
Users cannot simply transfer the device/template information of a specific GDMS account between the US regional server and the EU regional server. Users need to export the devices and templates first, then import the exported information to the new GDMS account on the other regional server.
Users need to enable API Developer Mode on the GDMS platform before testing the GDMS APIs. Users can go to the link below to search for more details and examples about GDMS’ APIs:
Organization & Access Management
To register a GDMS account, go to https://www.gdms.cloud and select Sign Up. After submitting the required information and device verification details, an activation email will be sent. The account must be activated via the email link before logging in.
If you did not receive a GDMS account activation email, please check your spam folder first because your email may classify the activation email as spam. If you still cannot find the activation email, please contact our support, and we can send the activation URL to you for activation.
This depends on whether you still have access to the current main GDMS admin account:
- If you still have access to the existing main admin account: You can update the associated email address directly from the general User Settings in the GDMS web interface.
- If you no longer have access to the existing main admin account or its registered email address: You must contact Grandstream Support for assistance. In this case, the support team will verify ownership and perform the account update from the GDMS server side.
GDMS supports role-based access control. Administrators can create sub-users and assign granular permissions such as device management, SIP account management, firmware upgrades, diagnostics, and remote Web UI access. Permissions are enforced at the organization level.
Yes. IP-based access restrictions can be configured under GDMS→User Management→Account Security Settings. Allowed IP addresses or IP address ranges can be defined to limit access to the GDMS web portal and mobile app.
Please see the comparison table below:
Organization | Site | |
Overview | One enterprise can create multiple independent organizations to manage different devices. | Site module is used to create an internal multi-level groups to manage different devices. |
Level | 1 level | 10 levels |
Data Permission | Support assigning different permissions to different organizations. The data permission is managed separately. Example: For one organization, the devices, SIP accounts, and templates are managed by the current organization administrator. When the administrator tries to assign the SIP account to a certain device, the administrator can only select the SIP account which belongs to the current organization. | Assigning different permissions to different sites is not allowed. |
Scenarios | If you have N customer companies, you can consider each customer company as an organization, and assign the management permissions of this organization to the administrator of this customer company. |
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Each Organization in GDMS is fully isolated. Devices, SIP accounts, templates, and operational data cannot be shared across organizations. User permissions are scoped per organization, ensuring strict separation between customer environments.
No. PBX devices cannot be moved directly between organizations. To change ownership, the PBX must be removed from the current organization and then added to another organization using its MAC address and serial number.
If a GDMS user account is inactive for more than one year, it will be automatically locked for security reasons. The user must reset the password to reactivate the account and regain access.
Yes. GDMS supports SAML-based Single Sign-On (SSO). Once SSO is configured, users can log in using their identity provider by selecting Sign in with SSO on the GDMS login page.
Users can go to the Alerts module, click “Email Notification Settings” / ”Message Notification Settings”, and check the alert types in the “Alert Details” menu. If the alert type is checked, the user will receive an email/message notification once the device encounters such an issue.
Device Onboarding & Association
To add a device to GDMS, enter the device MAC address and serial number (or initial password, depending on the model). When adding the device, you must also assign it to a site, as site selection is a required field within the organization.
Once added, the device will automatically associate with the GDMS account and the assigned site when it connects to the Internet and reaches the GDMS server.
Requiring both the MAC address and serial number ensures device ownership verification and prevents unauthorized device association. This mechanism protects devices from being claimed by accounts without proper authorization.
No. Each device can only be associated with one GDMS account at a time. To associate the device with a different account, it must first be removed from the current GDMS organization.
If the device is at another location, you will need get the MAC address and Serial number of the device to associate it with GDMS. For security purposes, the user needs to input both MAC address and S/N to associate the device with GDMS platform.
If the user only has the MAC address, the user can contact our regional support to prove the identity that the user has the permission to manage the device. We can help the user to check the device information and associate the device with GDMS.
Yes. GDMS supports batch importing devices using a template file. Multiple devices can be added at once by uploading the completed template through the Import Devices function.
Your device may be encountering one of the problems below:
- The TR-069 option is not enabled, or the ACS URL is not correct on the device.
- If your device was upgraded from an incompatible firmware version, you may need to manually configure the ACS URL to https://acs.gdms.cloud.
For more information, please check the document “How to Configure GDMS Server Address of Devices” in the GDMS product page.
- Ensure your device is connected to the Internet.
- Ensure your device is powered on and running normally.
If you are a Grandstream product distributor and purchase Grandstream products from Grandstream directly, you can contact our regional support teams to ask for the ERP code. Set the ERP code in the GDMS administration portal for these purchased devices. The devices will be imported into the corresponding GDMS account automatically.
SIP Accounts & Synchronization
Yes. SIP accounts and extensions created on UCM IP PBX devices can be synchronized to GDMS. This requires a supported UCM firmware version and an eligible UCMRC plan. Once enabled, extensions created on the PBX will appear automatically in GDMS.
Yes. SIP accounts can be created directly in GDMS and assigned to supported endpoints. These accounts are managed entirely within GDMS and are independent of any IPPBX unless synchronized.
Yes, but only for endpoint devices and only when performed manually. GDMS supports manual synchronization of an endpoint device’s local configuration to the GDMS server using the Synchronize Device Local Configuration option, subject to the following conditions:
- The VoIP device must be online.
- The synchronization is manual, not automatic.
- When triggered, GDMS imports the device’s current local configuration into the GDMS server. You can enable Sync SIP Account to synchronize SIP account information as well.
- If a configuration conflict exists, the device’s local configuration takes precedence.
- If a SIP account exists on the device only, the SIP account and server are automatically created on GDMS.
PBX devices do not support reverse synchronization. This feature applies only to endpoint VoIP devices.
Yes. GDMS supports bulk SIP account import using Excel templates. Imported accounts can be automatically assigned to devices during the import process.
Deleting a synchronized SIP account removes it only from GDMS. The account remains on the UCM IPPBX and may reappear in GDMS after the next synchronization cycle, unless synchronization is disabled.
The registration status of the account is not related to the online status of the device. The device will report the account registration status and device online/offline status, respectively. If the device is offline, the GDMS will show the account registration status based on the last reported status from the device.
If the GDMS server receives the keep-alive packets from the device, the GDMS platform will update the device’s online status immediately. If the GDMS platform does not receive the keep-alive packets from the device for more than 5 minutes, the GDMS platform will update the device status to “Offline”.
You may be encountering one of the issues below:
- The SIP account is not registered on your device.
- The SIP account activation option is disabled.
- Your SIP account configuration may have been modified manually on the device. If the SIP account configuration was modified manually on the device, the updated information will not be synchronized to GDMS.
Provisioning & Templates
Model templates apply to all devices of the same model, Group templates apply to a defined group of devices, and Device-level configuration overrides both for individual devices. Priority is enforced in this order: Device→Group→Model.
Yes. GDMS supports offline provisioning. Configuration changes are queued on the server and automatically pushed to the device once it comes online and reconnects to GDMS.
If a parameter is managed by GDMS, local changes made directly on the device Web UI will be overwritten during the next provisioning cycle. To make persistent changes, update the setting in GDMS and push it to the device.
If the configuration is missing in the GDMS “Set Parameters” menu for the specific device, the user can provision the configuration by P value. Go to the “By CFG” module (under template section) and set the P values to your preferred parameter to push the configuration change to the device.
The user can also contact our support and report the missing configuration. We will update the default template as soon as possible.
Yes. GDMS maintains operation logs that record configuration-related actions such as provisioning, firmware upgrades, reboots, and remote diagnostics. These logs are available for review within the supported retention period.
No. If the user wants to set a specific option to the default value, the user needs to push the default configuration back to the device. This means the user needs to make the change for the option in the GDMS platform and push it back to the device. The ‘RESET SETTINGS’ button in GDMS will reset all options on the same page to the default configuration, not a single option.
No. If your device is already provisioned, it will not be provisioned again when the device reboots unless you make any changes in GDMS for the device template.
When the device is associated with the GDMS platform for the first time, the device will fetch the model template and account settings from GDMS. The device will also fetch the template and account settings after a factory reset.
Firmware Management & Lifecycle
Yes. GDMS supports remote firmware upgrades for supported endpoint models. Firmware can be upgraded individually or in bulk once the device is online and compatible with the selected firmware version.
Yes. Firmware upgrade tasks can be scheduled to run during defined maintenance windows. This allows administrators to minimize service disruption by performing upgrades during off-hours.
Common causes include the device being offline, network interruption during download, or incompatible firmware selection. Detailed task failure information is available in the Task Management module.
After the firmware upgrade, the device will reboot automatically and reconnect to GDMS. Any assigned templates, SIP accounts, and configuration settings will be applied as part of the normal provisioning process.
Yes. Beta firmware for supported models is usually available for users to upgrade directly on the GDMS platform.
Diagnostics & Statistics
Device online status is determined by keep-alive messages sent from the device to the GDMS server. If GDMS does not receive keep-alive packets for more than five minutes, the device status is updated to Offline.
Yes. GDMS provides remote diagnostic tools for supported endpoint models, including packet capture, ping, traceroute, and log collection. Captured diagnostic files can be downloaded directly from the platform.
Yes. To achieve this, the user needs to log in to UCM’s Web UI and enable the “Syslog” function first. Then the UCM logs can be captured on the GDMS platform remotely.
Currently, UCM syslog cannot be enabled directly from the GDMS platform. If the user does not enable the function on the UCM6300 webUI, the UCM logs cannot be captured from the Diagnostics module in the GDMS platform. This will be improved in the GDMS platform’s future release.
Call Quality statistics require a supported device model, minimum firmware version, and an eligible UCMRC plan. If any of these requirements are not met, Call Quality data will not be displayed.
Yes. All monitoring and diagnostic features operate over outbound connections initiated by the device. No inbound NAT or firewall rules are required as long as outbound access to GDMS servers is permitted.
To provide a more stable and secure service, we have updated the UCM RemoteConnect (UCMRC) service system. TLS port 5061 is now the designated port for UCMRC.
If you are already registered to a UCMRC address and are experiencing instability, please change the registration port to 5061 or remove the port number entirely (5061 is used by default if no port is specified) on the registering end devices. This also applies to UCM with the UCMRC address configured in peer trunk settings.