9630g Resetting on URQ. 2

[andynetcon]

Hello folks,

I've got a 9630g configured for remote h323 access. It worked just fine from my office, but when my customer tries connecting he gets stuck in a reboot loop. I'm looking at Monitor and I'm seeing it connect, and then get disconnected because of "reason 6" (does anyone have an index of these cryptic Monitor errors handy pls and thanks).

Here's the paste from Monitor. This is an IP500v2 Control Unit on the most recent R9 SP and the CP. 9630g also with the appropriate firmware for that version.

10:58:43 338567977mS H323Evt: GK: Unregister endpoint CustomerName_555NoFun for extension 1090 reason 6
10:58:43 338567978mS H323Evt: GK: Send URQ
10:58:43 338567978mS RasTx: v=Src=XXX.XXX.XXX.XXX:1719, Dst=XX.XX.XX.XX:49300 peb=0
RasMessage = unregistrationRequest = {
requestSeqNum = 1
callSignalAddress = { 1 item(s)
[0] = ipAddress = {
ip =
6b XX XX 4e k..N
port = 1720
}
}
nonStandardData = {
nonStandardIdentifier = object =
data =
14 .
}
endpointIdentifier =
0053 0068 0061 006e 006b 006d 0061 006e Customer
004c 0065 006f 006e 0065 005f 0035 0033 Name_XX
0065 0034 0061 0063 0065 0063 0037 0031 XXXXXX
0036 0030 0031 0035 0034 0037 XXXX
reason = undefinedReason
}
NonStandardDataMessage = logoutRequest = {
forceLogout = true
}
10:58:44 338568010mS RasRx: v=IFace=LAN1, Src=XX.XX.XX.XX:49300, Dst=XXX.XXX.XXX.XXX:1719 peb=0
RasMessage = unregistrationConfirm = {
requestSeqNum = 1
}

 

[intrigrant]

Reason 6 is the one between 5 and 7..
The problem is that the phone registers with the gatekeeper ( i.e. IP Office ) and then the gatekeeper send keepalive messages to the phone over port 1719, 1720 or 1721 ( I am not sure exactly which of those three and if it is UDP or TCP ), the phone then should reply with a ACK message but I think that the message from the gatekeeper never reaches the phone so the phone doesn't send ACK messages and then the gatekeeper think the phone is gone and unregisters the phone. The phone reacts with a reboot and the whole story starts over and over again.
Resume : make sure the keepalive packets can reach the phone and make sure the ACK packets reach the gatekeeper.
Problem solved.

 

[andynetcon]

Thanks for the response intigrant, I'll take a look at her home network to see what I can do.