IP Softphone R5 re-login issue

[SiscoSpin]

I've got a user on IP Softphone R5 conencting through VPN. All is well until he gets prompted to login again.
Phone is not idle and if he is on a call the login screen comes up, audio is dropped both ways but call is not dropped and continues after confirming login.
Any sugestions?
Thanks

 

[extreme4x4mt]

Hi SiscoSpin,

I would start with the softphone logs first. See what it's telling you. From softphone, go to tools>program options>event logging.

From there there are 4 different logs to browse. I think the best thing to do at first is collect all the data so click "enable ALL logging for technical support", then apply and ok.

Now, restart the softphone completely. Logging out/in does not work.

Next, try to duplicate the problem at a certain documented time. Then, dig into the log files and see what you have going on at the time you documented above.

Be aware that when you turn on logging it may cause performance problems with your pc because it's having to churn a tremendous amount of data. I have a 1.8 GHz P4 and it does it with no problems but I do notice increased load with logging turned on.

Good Luck.

Mike