NS500 - SoftMobile wrong IP address issue

[Jupiter99]

Hello there, we are facing the following issue on a NS500 PBX: multiple mobile softphone devices are incorrectly registered by the PBX with a wrong IP address, basically the address of the router.

See the following screenshot taken from the web console:

Is this a PBX bug or what? The devices are showing a correct address in the router devices list.

 

[omonat]

How is the Router setup?
Is it working as the DHCP server as well?
Is the DHCP server function of the NS500 turned off?
What DHCP server ranges?

Wanet Telecoms Limited

 

[Jupiter99]

Our LAN (all managed on one router)

Core 192.168.8.0/24 - Windows DHCP Server, pool: 192.168.8.20->240,router IP address 192.168.8.254
Staff VLAN ID 100 10.0.100.0/24 - Router DHCP Server, pool: 10.0.100.20->240,router IP address 10.0.100.254
Guest VLAN ID 200 10.0.200.0/24 - Router DHCP Server, pool: 10.0.200.10->240,router IP address 10.0.200.254
PBX VLAN ID 400 172.16.4.0/24 - Router DHCP Server, pool: 172.16.4.20->50,router IP address 172.16.4.254
NS500 on 172.16.4.10 & 11

InterVLAN routing: Enabled
PBX DHCP server: disabled

Firewall
- from any network to PBX VLAN: allowed
- from PBX VLAN to Core: denied

Status
- No trace of clients from Core LAN
- multiple clients showing the router address

 

[Jupiter99]

Any hint @omonat?

 

[obtsystems]

If it is on a different vlan than the system it could show the router as the Mac because it where it sees it coming from.

Is it causing call issues?

 

[Jupiter99]

The call issues are that some phones running Mobile Softphone don't ring at all. We don't know why and trying to spot the issue.
We have the PBX on a VLAN, wifi users on other VLAN, DNS on core LAN. The router with public address has multiple WANs

Some Mobile Softphones don't ring, some of them ring after 10/15 seconds. Port forwarding and mapping is correct, SIP ALG disabled....
What can we try?

The issue happens randomly

 

[kizo]

I had similar problems with Mobile Softphones ver. 3, I reinstal version 2 and it works more stably

 

[Jupiter99]

We have asked twice our user base to install the app and twice to update the QR code settings.... We would like a fast app with true address book with list of extensions centralized...without requiring a downgrade

 

[obtsystems]

Make sure your firewall is not blocked Amazon server as it is used for push service from the system to the mobile phones

Or is able to resolve the server name

 

[Jupiter99]

Amazon AWS is allowed. What you mean for the server name?

I am now testing the app on two phones, making random calls each other. Out of 10 calls 2/3 will fail. To be honest if once you make a call and the other phone will not ring, if you keep on trying all subsequent calls will fail. It seems like the receiving phone will randomly blackout for minutes if not hours, then it will resume and begin ringing on call.
How can the push service be so buggy?
How can you nail down the problem? Do your softphones always ring properly?