NEC 9100 UC Suite Disconnects

[it4232]

I've been testing UC Suite softphone(7.7.1) on a Windows 11 machine. I can't seem to keep the softphone running for more than 10 minutes at a time. When making or receiving calls, after a few minutes the call will just end. I hear a fast busy, and my co-workers phone display says "Hang Up". I have to restart UC Suite to get the softphone back into a working state.



Addition Info:
My office is at a different site from the SV9100 connected via a hardware VPN.
My Regular DT700 series IP phone operates flawlessly over the same VPN.
UC Suite on a spare Windows 10 Machine, on the same network, is much more stable.

Here are some captured log entries from c:\programData\NEC-i\PC Phone\logfiles\ a few seconds before the calls drop. The logs are for 3 separate calls.

09:23:08.684 UpdateFeatureMask: Clear active call Caller: 1083/Bob; Called: 1086/Sara ; Key 0; Handle 10005; Kind 1; State Busy
09:23:08.684 TspStub.SendTspCallState for Caller: 1083/Bob; Called: 1086/Sara ; Key 0; Handle 10005; Kind 1; State Busy
09:23:08.684 CallStateChange Busy for call Caller: 1083/Bob; Called: 1086/Sara ; Key 0; Handle 10005; Kind 1; State Busy
09:23:08.692 Reset Active Call


09:44:19.378 OnCallStateDisconnected call Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Connected
09:44:19.378 TspStub.SendTspCallState for Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Disconnected
09:44:19.378 CallStateChange Disconnected for call Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Disconnected
09:44:19.380 Reset Active Call
09:44:19.378 OnCallInfoStateCallerId for key 0 kind 1
09:44:19.380 CygnusDevice.GetCallerId: Ignore for call Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Disconnected
09:44:19.380 OnCallInfoStateCalledId for key 0 kind 1
09:44:19.380 Raise EnableButtons Drop
09:44:19.384 GetCalledId Error 262707 for Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Disconnected
09:44:19.399 GetCallInfoStateReason failed 0x40233
09:44:19.400 Device change event for 1083 state = Idle
09:44:19.401 OnCallInfoStateOrigin None on key 0
09:44:19.408 OnCallInfoStateOrigin None for call Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Disconnected
09:44:19.410 Ignore Origin for Disconnected/Idle call
09:44:19.410 OnCallStateIdle call Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Disconnected
09:44:19.410 DeleteCall Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Idle
09:44:19.410 TspStub.SendTspCallState for Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Idle
09:44:19.410 CtiClient.RemoveCall Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Idle
09:44:19.419 CtiClient.RemoveCall: Remove call entry Line 1083
09:44:19.421 CtiClient.LogCall Caller: 1083; Called: 1082/Katy ; Key 0; Handle 10005; Kind 1; State Idle
09:44:19.422 Raise EnableButtons Dial, Unpark, Page, Forward, DoNotDisturb, Pickup, BargeIn, CustomMessage, BackgroundMusic
09:44:19.471 Device change event for 1083 state = Offline
09:44:24.456 Device change event for 1082 state = Idle


10:33:42.352 Device change event for 1083 state = Idle
10:33:42.387 Device change event for 1083 state = Offline
10:33:42.429 OnCallStateDisconnected call Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Connected
10:33:42.429 TspStub.SendTspCallState for Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Disconnected
10:33:42.430 CallStateChange Disconnected for call Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Disconnected
10:33:42.436 Reset Active Call
10:33:42.436 Raise EnableButtons Drop
10:33:42.430 OnCallInfoStateCallerId for key 1 kind 1
10:33:42.447 CygnusDevice.GetCallerId: Ignore for call Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Disconnected
10:33:42.447 OnCallInfoStateCalledId for key 1 kind 1
10:33:42.452 GetCalledId Error 262707 for Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Disconnected
10:33:42.456 GetCallInfoStateReason failed 0x40233
10:33:42.460 OnCallInfoStateOrigin None on key 1
10:33:42.461 Device change event for 9001 state = Idle
10:33:42.460 OnCallInfoStateOrigin None for call Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Disconnected
10:33:42.463 Ignore Origin for Disconnected/Idle call
10:33:42.463 OnCallStateIdle call Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Disconnected
10:33:42.468 DeleteCall Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Idle
10:33:42.468 TspStub.SendTspCallState for Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Idle
10:33:42.469 CtiClient.RemoveCall Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Idle
10:33:42.477 CtiClient.RemoveCall: Remove call entry (503) 444-4444/4444444444
10:33:42.483 CtiClient.LogCall Caller: (555) 555-5555/[V]Bob Smith; Called: (503) 444-4444/4444444444 ; Key 1; Trunk 1; Handle 10001; Kind 1; State Idle
10:33:42.484 CallLogList.EntryAdded(3/18/2024 10:23:00 AM, Inbound, bob, (555) 555-5555, [V]Bob Smith, 10:36, , )
10:33:42.483 Raise EnableButtons Dial, Unpark, Page, Forward, DoNotDisturb, Pickup, BargeIn, CustomMessage, BackgroundMusic
10:33:42.498 CallLogList.SortGrid(Date, All): Time = 8.8996
10:33:42.498 CallLogList: RowCount = 23

 

[CoralTech]

Take that box to the office and test. Problem goes away its a networking issue.

 

[it4232]

Thanks for the suggestion. I took the computer into the office and the stability was still pretty bad.

 

[CoralTech]

Ok, so I would put this on a completely clean system and test that. Also, remember the SV9100 has 2 static IP addresses it uses for IP calls.

 

[it4232]

I do realize the SV9100 has two IP addressed. Thanks for checking.

I installed UC Suite on a different Windows 11 laptop and its working just fine. I'm not sure how to proceed trouble shooting the original Windows 11 machine I was having trouble with. The last thing I tried was installing UC Suite as the default administrator. This was recommended by my phone vendor, but seems silly to have to do that. They specifically said another user with admin rights would not be sufficient.

 

[CoralTech]

Not silly at all. Machine admin allows the installer to install startup services that just a system admin cannot. It's amazing how many arguments I have had over this with IT admin. I believe this is covered in MCSE classes if memory serves. You will run across this again at some point. Glad you got it working!

 

[it4232]

I should have been more clear. I'm still not able to get UC Suite working well on my primary machine. I tried the install as the default administrator account, but it didn't help.

On that machine that is working, I started the install as a regular user without admin rights. When the UAC dialog opened, I elevated to a user with admin rights, finished the install, and its working great. Do you know if NEC discusses the default admin in their documentation?

Thanks for your help. I ended up solving a UC Suite install issue related to .Net 3.5, which I found in another thread you replied to.

 

[CoralTech]

Yep, it's picky about .NET.