No access to IPO since router change to Draytek

[Jimbo2015]

Hi,

I set up a customers system with 15 x IP 1608 handsets and at the time they had a TP Link router and we had access to the system and handsets were working fine. The router then started working intermittently and caused problems with their internet connection and then the handsets were looking for DHCP.

The router has now been replaced with a Draytek and they have internet connection but all handsets are saying discover 192.168.16.10 (the system ip address).

I have tried to access the system through discover and although it finds the system it says there is a network issue and it has failed to access the system. The IP address range is the same as before and the network engineer said it is just the standard Draytek firewall so should not block the system.

I turned off secure communications in manager to see whether that would help me access the system and also tried to connect directly to the IPO IP address rather than using 255.255.255.255 neither of these two have helped and I still get the same result.

Please can someone advise on something else that could be causing this?

Thanks in advance,

 

[IPGuru]

Has the Draytek been left running as a DHCP server?

A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[Jimbo2015]

Yes the Draytek is

 

[telpoz]

First, never display your ip address to the large public on the internet.
Make sure that the the IP Office's ip address is on the same subnet mask with the router.

 

[Jimbo2015]

ok, yes they are both on the same subnet mask

 

[Jimbo2015]

And they are both on the same range

 

[telpoz]

On the phone,go to menu >>> locate the Network Information and put for the Call Server / Router / File Server the ip office's ip address,if the router is configured as DHCP,the phone will get an automatically ip address, make sure that the IP Office system is on DHCP enable for IP Phone. Try this.

 

[Jimbo2015]

Ok thankyou for that unfortunately I can no longer try that as I have ask them to press the reset button until it went red and now the config has gone back to default as I thought this would resolve the issue of being able to access the system. Now if I search 255.255.255.255 on discovery nothing comes up but if I try and connect directly to 192.168.42.1 it will let me enter the username and password but then the network failure message comes up again.

The IPO's DHCP was set to server but I set the pool size to go to ip phones only. Do you think this could have any bearing on the fact I can't access the system?

 

[telpoz]

Honestly i do not know, but i m pretty sure that is NOT. If i understand the IP Office is no longer on the same subnet mask whit the router so you can still try to put the 192....42 as default for Call Server / Router / File Server on the phone's menu since you're using IP Phone.

 

[Jimbo2015]

They have all left for the day now but I have agreed to go to site tomorrow morning to investigate further.

I have said if it turns out to be a fault on their network this would be chargeable. They said that any other provider would include the site visit for free under the maintenance. Please can other engineers confirm if in these instances it is chargeable or not?

 

[amriddle01]

If it's caused by faulty hardware or your mistakes then yes it's included, if they have made changes to the network or any other equipment that caused the issue then they foot the bill not you

 

[derfloh]

I agree with amriddle.

You car dealer will not pay if you drive your car against a wall even if it is in warranty.

 

[Gunnaro]

Your remote access computer is probably 192.168.16.xxx, the defaulted IPO has no IP route for that.

This might help: if this is a laptop, or PC with wifi, use the wirelesa for internet (remote) access, then set the cabled network card to 192.168.42.100/255.255.255.0 (leave the Gateway blank!).

Now you may be able to access the IPO.

Kind regards

Gunnar
_______
B.U.B.F

 

[libertyinstaller]

Have you tried Static IP addresses?

 

[joe2938]

as was stated earlier, static you laptop to a 192.168.42.x address, you should be able to connect, then upload an earlier config and you should be set to go, also if your wan port is still set to dhcp then this will give you access to the ip office