J100 Phones on Remote Location

[William C290]

Hello ...

A strange problem I face when operating J100 phones in remote locations using VPN, and VLAN, is that sometimes when a call comes into the phone, the phone stuck rings and hangs and does not disconnect until it is restarted, When this situation occurs, I see the phone on SSA is unregistered.
this case also occurred with 1600 series phones but less than the J100 series.
attach is trace from the monitor when this happened,

 

[braaten007]

Hi William,

It might be a silly question but are you using the most recent firmware? There's a chance this was fixed in it if you haven't updated recently.

 

[dbb1234]

From experience this is usually tied to the VPN or firewall. I feel for you these issues are hard to troubleshoot normally. If your not the network/it guy you may want to bring him in. Certain VPNs standards are less voip friendly.

 

[William C290]

Hi @braaten007: Yes, I Updated to the latest
Hi @dbb1234: Yes, I know that very well, and that is why I sought the help of you here, the best experts after I exhausted all solutions with IT guys.

 

[dbb1234]

I mean give the networking info and can be more helpful? Networking brands? vpn protocol? An idea of the setup. Vlan info. The list goes on but need a place to start

 

[William C290]

Hi ...

When tracking the traffic on the firewall, we found that when this case happened, it reflected an invalid connection helper on port 5060.

make this port loaded ( previously unloaded), and it works well with no hanging or problems.

Thanks