I2050 Connectivity through SSL VPN

[GTexx]

We are having an issue with i2050's (ver: 2.01.0260) softphones maintaining their connection through the VPN. We are using Citrix Access Gateway (Netscaler), the i2050 phones launches gets connected to the Sig. servers and is able to make calls successfully. After a few minuites the phone will loose connectivity and "Server Unreachable" message appears, it eventually reconnects successfully but contiunally looses connection. It's the same result no matter what kind of broadband connection is used to connect (Fios, Cable, DSL, dedicated T1 etc.) I we looked at the logs on the VPN and it never looses connectivity to the remote PC and all the other applications through the VPN never looses connectivity, only the softphone. Is there any logs, traces I can run to see why the i2050 gets disconnected or can I find out what the i2050 phone is doing to try to maintain it's registration to the Telephony node. This does not happen to any i2050 sitting on a campus network PC only to the ones connected remotely. Any ideas on where to start troubleshooting would be great.

What's been done so far:
-Test different PC's and OS's. (XP, Vista, Win7)
- Test with differet ISP's, and broadbands
- Captures logs from the VPN gateway (no indication of issue)
- verifed communication with campus i2050 softphones to sig. servers (no issue)

 

[Tman45]

Well ... you don't have ANY QoS between your home broadband router and your campus network - so yeah - it is likely you could lose connection

You can try to issue a 'tracert' from DOS to see if there is significant delay at any hops (back to your core router on campus). That is about all I can offer - good luck! Maybe you can talk your home broadband carrier into priortizing voice - sure!

 

[GTexx]

Yeah I know this ones a challenge, the funny thing is that the calls that are made had good audio quality, so that tells me the RTP media stream is above the jitter threshold, never had a complaint there. The problem is keeping the phone registered. You are right about the QOS, all the Campus Network VoIP traffic is tagged for QOS.

 

[Tman45]

Okay ... question - is there an EXACT timeframe that the softphone goes offline?? Such as one or two minutes?? Could be that the TCP heartbeat watchdog timer is failing which causes the phone to reboot automatically to look for another possible site to connect to

That is about the only other thing I can consider right now. The only other thing I wonder about is your Citrix Access Gateway - haven't worked with one so I don't know if there is some setting that may block certain ports

Do you know what ports you are using?? I have a list of required ports somewhere (oh and softphone DOES use some different ports than the deskphones).

 

[jebloome]

Also, make for sure the Windows Firewall is OFF on the end users PC. we have the same issue and each time the end users FIREWALL was ON when the VPN'd in they would have problems. After 4 minutes, the Windows firewall causes the phone to disconnect. You can close the phone down and open it back up just fine. After 4 minutes, it is down again. Turned off the Windows firewall and it works just fine.

 

[Tman45]

Great post jebloome - I thought they would have verified that already But yeah you never know 100% unless it is specified I would highly agree that it could be the culprit if they didn't check it yet!

 

[GTexx]

I do notice port 7300 when the UDP packet is returned form the node IP address. I will double check if the windows firewall was on or off and test again myself to make sure. This is a log from the clients desktop for traffic between the softphone - Gateway and Sig.Server

[Sat Feb 20 11:39:44] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:44] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:44] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:44] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:44] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:44] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:44] Received UDP packet from server 172.xx.xx.xxx:5100, size 18
[Sat Feb 20 11:39:44] Received UDP packet from server 172.xx.xx.xxx:5100, size 18
[Sat Feb 20 11:39:44] Received UDP packet from server 172.xx.xx.xxx:5100, size 11
[Sat Feb 20 11:39:44] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:44] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:44] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:45] Received UDP packet from server 172.xx.xx.xxx:5100, size 35
[Sat Feb 20 11:39:45] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:45] Received UDP packet from server 172.xx.xx.xxx:5100, size 9
[Sat Feb 20 11:39:45] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:45] UDP packet sent to 172.xx.xx.xxx:5100, size 34
[Sat Feb 20 11:39:45] Received UDP packet from server 172.xx.xx.xxx:5100, size 6
[Sat Feb 20 11:39:47] Received UDP packet from server 172.xx.xx.xxx:5100, size 9
[Sat Feb 20 11:39:47] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:47] UDP packet sent to 172.xx.xx.xxx:5100, size 34
[Sat Feb 20 11:39:47] Received UDP packet from server 172.xx.xx.xxx:5100, size 6
[Sat Feb 20 11:39:49] Received UDP packet from server 172.xx.xx.xxx:5100, size 9
[Sat Feb 20 11:39:49] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:49] UDP packet sent to 172.xx.xx.xxx:5100, size 34
[Sat Feb 20 11:39:50] Received UDP packet from server 172.xx.xx.xxx:5100, size 6
[Sat Feb 20 11:39:52] Received UDP packet from server 172.xx.xx.xxx:5100, size 9
[Sat Feb 20 11:39:52] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:52] UDP packet sent to 172.xx.xx.xxx:5100, size 34
[Sat Feb 20 11:39:52] Received UDP packet from server 172.xx.xx.xxx:5100, size 6
[Sat Feb 20 11:39:54] Received UDP packet from server 172.xx.xx.xxx:5100, size 9
[Sat Feb 20 11:39:54] UDP packet sent to 172.xx.xx.xxx:5100, size 30
[Sat Feb 20 11:39:54] UDP packet sent to 172.xx.xx.xxx:5100, size 34
[Sat Feb 20 11:39:54] Received UDP packet from server 172.xx.xx.xxx:5100, size 6
[Sat Feb 20 11:40:18] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:40:19] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:40:21] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:40:22] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:40:24] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:40:25] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:40:27] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:40:28] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:40:30] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:40:47] The UDP port deleted from 192.168.1.3:8366 to 192.168.1.255:138
[Sat Feb 20 11:40:47] The UDP port deleted from 172.10.1xx.7:8364 to 172.10.1xx.255:138
[Sat Feb 20 11:40:47] The UDP port deleted from 192.168.1.4:8365 to 192.168.1.255:138
[Sat Feb 20 11:42:18] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:42:19] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:42:21] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:42:22] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:42:24] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:42:25] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:42:27] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:42:28] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:42:30] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:42:32] UDP packet sent to 172.xx.xx.xx:5100, size 33
[Sat Feb 20 11:44:18] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:44:19] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:44:21] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:44:22] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:44:24] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:44:25] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:44:27] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:44:28] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:44:30] UDP packet sent to 172.10.xx.xxx:137, size 88
[Sat Feb 20 11:44:39] The UDP port deleted from 172.1x.xx.x:8361 to 172.10.xx.xxx:4100
[Sat Feb 20 11:44:41] The UDP port deleted from 172.10.xxx.x:8362 to 172.xx.xx.xxx:7300
[Sat Feb 20 11:44:44] The UDP port deleted from 172.10.xx.x:8283 to 172.xx.xxx.xxx:10000