Ip phone set does not connect to BCM 3.6 anymore

[adeguchi]

Two of our users have an i2002 phone set working through a VPN connection and were working without any problems. Their VPN tunnel went down for a little bit (change of ip address) but were reestablished later. Even after the tunnel was up, the ip phones wouldn't connect anymore. With one user, the phone started working againg after 1 or 2 days. The other user still can't get her phone connected after 12 hours that the tunnel is up. She also has a soft phone (i2050) that was working okay, but also doesn't connect to the BCM anymore.
Does anybody knows what could be causing this?

 

[3Sixty]

Have you added any new firewalls. Has anything changed you mentioned an IP address

Marshall

http://www.marshallshouse.co.uk

 

[adeguchi]

No, the only thing that changed is the external ip of the client which is behing a router, with a VPN to our firewall. Just updated the external ip of the client on our firewall so the tunnel comes back up. It's just weird, now her soft phone is working back again, but not her ip phone set. It looks like they stop working for no reason and start working again for no reason.
I can ping the ip phone from the network the BCM is in and on the client's network I can ping the BCM, all ports are open. It doesn't look like it's a communication problem.

 

[3Sixty]

Have you tried an IP phone from her location and see what happens.

Marshall

http://www.marshallshouse.co.uk

 

[adeguchi]

What do you mean?
She has an ip phone there that was working but does not connect anymore, but I suspect it is going to connect at some point, but it takes a long time.

 

[3Sixty]

Sorry I meant the I2050 phone instead of an I series.

What are the ping times from her location?

Marshall

http://www.marshallshouse.co.uk

 

[adeguchi]

Ping looks okay. Around 85ms. Her i2050 is connected right now, but the i2002 not.

 

[3Sixty]

Have you checked the config on the IP phone and confirmed it is OK.Have you set S2 to be the same as S2 incase it is stuck trying to connected to server 2 which might not be the right ip address.I have a faq on my site that might help the end user to understand if you want it. It is there under FAQS section.

Marshall

http://www.marshallshouse.co.uk

 

[adeguchi]

The phone connected again after the BCM rebooted.
Thanks.