J-Series Phones Acquiring Service

[raz0r05]

Hi guys, we have a Powered By Avaya IPO R11 set up, and are having issues with the J-Series phones. Some of the phones register and some leave a "acquiring service" error. The main issue is even the phones that can register are unable to answer receiving calls.

The scenario is when an incoming SIP trunk call comes to one of the registered phones, as soon as we pick up the handset it show, "acquiring service". When we switch over to Equinox the phones work with no issue.

The network architecture is as follows:

- IPO server is sitting in a DC
- We have set a public IP that forwards traffic to the IPO server IP
- The J-Series phones use the public IP to register and some work while some have the error
- While using Equinox our laptops use a VPN client which connects to the DC, that's why we have no issues with Equinox

Any help would be appreciated, thanks.

 

[NYSTECH]

Have you tried this?
Phone displays Acquiring Service screen
Updated: 7/02/2018
Cause

The configured SIP proxy servers are not accessible from the phone.
Solution
Procedure

On the Acquiring Service screen, press Cancel to logout from the phone and go to the Admin menu.
Press SIP > SIP proxy server.
Check the number of SIP proxy servers that are configured. If the connections are properly configured, then ensure the following:

SIP proxy servers are specified by IP address and not by FQDN.

There are only two proxy servers configured.

A filled in circle implies a successful configuration. A circle with a line through it implies a failed connection.

Cause

The configured SIP proxy servers are accessible. However, TLS is being used and there is an issue with the certificate configuration.
Solution
Procedure

On the Acquiring Service screen, press Cancel to logout from the phone and go to the Admin menu.
Press SIP > SIP global settings.
Use the Up and Down arrow keys to go to the Reg. policy screen.
Use the Left arrow key to configure the Reg. policy as Alternate and press Save.
Use the Up and Down arrow keys to go to the Avaya Environ screen.
Use the Left arrow key to configure the Avaya Environ as No and press Save.

Cause

There is a problem with the SIP proxy configuration.
Solution
Procedure

On the Acquiring Service screen, press Cancel to logout from the phone and go to the Admin menu.
Press SIP > SIP proxy server.
If one or more configured SIP proxy server connections shows as failed, press Ping.

The circle is filled in if the connection is properly configured. Circle with a line through it is a failed connection.
Ping each SIP proxy server.

 

[BrianCosta]

Try to Auto Generate 46xxsettings.txt and J100Supgrade.txt , it's well work. I have the same issue last week and this will solve it

 

[raz0r05]

@NYSTECH thanks for the response but I already have all those settings conifgured and the SIP proxy shows a circle which means it's connected. I am also able to ping the server from the phone.

@BrianCosta I'm not quite sure if the system is already auto-generating these but I'm able to reach the

http://<server

Ip>/46xxsettings.txt page

Not sure if the issue is on the network side, since the physical phones register using the public IP and not the servers private IP

 

[BrianCosta]

in conguction with 46xxsettings.txt, try

http://<server

Ip>/J100Supgrade.txt page, upload it to the SD, Promary and it's will work