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Phone Type: NoPhone on R10 after it was working OK 1

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trinetintl

trinetintl

Vendor
Mar 15, 2010
730
US
Several weeks ago we successfully upgraded an IP Office to R10, about a week ago, the SonicWALL on a remote site was rebooted and all of a sudden the two phones there started to continually reboot. It seems the phone are registering and un-registering continually. We asked the IT guy to take the one of the "bad" phones to another remote site, site with working phones because we kept insisting that the router was blocking something. The IT guy unplugged a perfectly working phone, plugged the one that came from the "bad" site and the phone continue to reboot and un-registering itself, basically experiencing the same behavior, the problem reached critical mass when the IT guy then put the original phone back, phone that was working OK prior to the test and now that phone is rebooting and un-registering, it is behaving the same way as the "bad" phone. That put a big smile on the IT guys voice to say the least because now he can wash his hands off the problem and he can safely blame the PBX. When we take the phone to the same subnet of the IP Office, or connect the phone to the switch where the IP Office is located, phone registers without any problems. I can see it is an issue with the keep-alive any ideas?

13:48:53 2049919236mS H323Evt: Recv: RegistrationRequest 192.168.253.118; Extn(1551), time since last RRQ-KA 55023, Endpoints registered: 32; Endpoints in registration: 1
13:48:54 2049920414mS H323Evt: Recv: RegistrationRequest 192.168.254.144; Extn(1506), time since last RRQ-KA 55010, Endpoints registered: 32; Endpoints in registration: 1
13:48:54 2049920604mS H323Evt: Keep-alive time-out on 1557 (keep_alive_count 0)
13:48:54 2049920604mS H323Evt: GK: Unregister endpoint BHA_58fbc83352b15d3b for extension 1557 reason 2 urq_reason 3

13:48:55 2049921955mS H323Evt: Removing inactive H323 socket from 192.168.254.254:38121

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The keepalive is not going through the stinking SonicWall.

I hate SonicWalls and I always tell customers to reboot them (again) before I get into a big troubleshooting disaster.

Did they upgrade the firewall maybe?

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter
 
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I asked the same questions but the IT guys insists that nothing has or was changed on the routers, he told me htat he has already reset and re-programmed the router, the original one, to allow all traffic to flow, the problem is that the IT guy, now that he knows that it is not the network because of what just happened, now is insisting that it is now his problem and it is immensely complicating everything for us.

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Can you help me explain to the owner why is it that the phones are/where working but as soon as they are rebooted they are going to stop working? Why is the keep-alive still working on the phones that are working???

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If the phones go through a firewall and have issues but then are local and have no issues means for me NETWORK PROBLEM.
I know that IT guys don't like to hear that.

Are the remote phones on the correct firmware?

The keepalive is sent from the phone but if not received on the IP Office as per your monitor trace then it gets lost or blocked on the way.

Are the Sonicwalls connected via VPN?

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter
 
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We just told the IT guy to check the keep alive and he is now adamant that is not his network, as a matter of fact, now, even though the upgrade was performed several weeks ago and the phones stopped working about a week ago, he is now insisting that the phones stopped working after the upgrade, funny thing is that nobody reported the phones not working after the upgrade, this is so frustrating!! Need some compelling evidence!

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Only compelling evidence is to arrange bypassing his VPN/routers with your own, we had to do this recently with some IT companies Watchguards....we won :)

nte-transmall.gif
 
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I need to check on the firmware, but we are having issues with old 5610 and brand new 9608 phones, the 9608 where actually pre-programmed on the LAN and not a single one of the new phones requested or downloaded the firmware, the odd thing is, why all of a sudden the phones stopped working!! This VoIP thing is not trial and error, it either works or it doesn't work, from the get go or from the moment a change is made to he equipment, I have never seen VoIP behave this way and have it fail after having a PBX several weeks in production, just out of the blue!! After the upgrade, we checked that all the handsets registered back to the IP Office, we never saw a NoPhone situation, this is very odd to me!

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There were some releases that had issues upgrading the 9608 to the latest firmware because it needs a step between.
The latest has that fixed so if you are running 10.0.3 you should be fine.

The 9608's should be running 6.6.4.01

Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter
 
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OK, I am now leaning towards a new setting or a check box in the configuration in the IP Office that we are totally missing here or maybe even a bug but, first off, I tip my hat to the IT guy [thumbsup2]and I give credit where credit is due, once we arrived on site he gave our IT guy full access to the SonicWALLs and he worked together with us to find a solution but, unfortunetly we were not able to resolve the problem, we tried every trick in our bag, still, the 9808 and 5604 refused to stay registered, all the communications and open ports are there. The latest development is that we were able to replicate the behavior in our office, with our own equipment, we kept it very simple to start with, we just created a different subnet in our own SonicWALL, not even a VPN, we powered the phone up and we experienced the exact same behavior with the a 9608 we upgraded and took onsite, the phone is unable to keep registration, we have almost identical monitor logs of the event from our IP Office. Has anyone experienced this before? Are we actually doing something wrong? I was thinking on downgrading our controller box to service pack 2 or maybe even 1 to see if the issue goes away particularly now that we were able to replicate it? Can I downgrade our customer to 9.1 on a R10 license? Will that work? We are continuing with our testing, any ideas will be greatly appreciated!

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nothing has or was changed on the routers, he told me htat he has already reset and re-programmed the router,
Click to expand...


So a blatant lie from the IT guy if he has reset & re-programmed then something HAS changed - even if he thinks he has set things the same that needs to be checked.

almost as bad as a case I had once - Nothing has changed, o.k. we have replaced all of our data switches but nothing has changed ...



Do things on the cheap & it will cost you dear
 
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IPGuru, I hear you, I hear you loud and clear, but in this case, I have to disagree with you, and I totally stand by this guy, he was a total sport, and now that we have been able to actually replicate the same exact issue with our own equipment and router here in our office down to the monitor logs, I stand my him even more.

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It happens when routing is used to or from a different subnet.
IP routes in the IP Office maybe?
Adding specific routes rather than the 0.0.0.0 route
Have you tried with a different router? anything cheap you have lying around.

I think you can downgrade to 9.1 with PLDS licensing :) never had to do it


Joe W.

FHandw, ACSS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter
 
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It's the sonicwalls, 100%. No point testing with your own sonicwalls as you're bound to get tbe same, they suck :)

nte-transmall.gif
 
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Yes indeed, it was the SonicWALLs, after a lot of trial en errors we figured it out, and to confirm, it was the SonicWALLs or the Network as we told the customer and as we originally suspected from the very beginning, the fix; simply turn on NAT on the tunnels or between subnets, and yes, you can downgrade to 9.1 without any worries everything worked 100%. Now, what is somewhat alarming is that just a few minutes ago, the customer called in to report a 5610, an IP phone on the local LAN that has been working all this time, just began to reboot itself, it is doing the same exact thing as the remote phones, it is caught in an endless cycle registering and un-registering, but as I mentioned before, this phone is not remote, it is actually on the local LAN, now, how do you explain this new development, but most importantly, how do you fix it?


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Probably the Sonicwall doing ARP poisoning for no good reason, they really do suck. Or they're using VLANs and the SonicWALL routes between the VLANs...they suck that bad :)

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No VLANs with this site, we are still trying to figure out what is going on, we always try/recommend to setup the voice network on it's on VLAN with it's own subnet and with the IP Office supplying the IP's using fairly decent managed PoE switches. In the past, we have had terrible experiences with customers who originally have voice and data in the same subnet and once we isolate voice and put it on its own subnet/VLAN and under the IP Office DHCP, like magic, all the problems go away.

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