Random IP Office Reboot 1

[jawillo]

Hello,

I am having this very strange problem with IP Office where it'll just randomly kick off all the users in one of my buildings...

We have two buildings.
Both have an IP Office 500 unit.
This only happens at one building.
We have a hot desking sort of setup (user extensions logon on top of the phone ID with the **Extn method)

Any ideas on how to stop this? It happens about once a day, and will actually kick users off of live phone calls (which is terribly disruptive)

Thanks for any help!

 

[573dawn]

I have seen this happen when our PRI bounces for a second, knock every user off. Can you see any alarms in your IP Office system status? I am a true novice on this stuff, but anytime it has happened to us, our status monitors will show a "Trunk out of service" alarm.

 

[jml2665]

do all your phones go blank? or do calls just drop off? If they just drop is it internal, external or both?

 

[jawillo]

I do see alarms in my IPO system status, and yeah, it's the same one you mentioned "Trunk out of service"...

I'm also pretty new to the system, so I've been having a hard time dealing with this.

When it reboots (or whatever it does) all the phones go blank and both external/internal calls get lost. Every user in the building has their phone log them off without any warning at all.

I've been working with Imagine Technologies (they did my install) and Avaya; both of which haven't had an answer for me in several weeks of this issue being open.

 

[573dawn]

That is exactly what happens here. You might want to have your PRI carrier test the circuit (after hours, they'll take it down!) We have been told that it tests clean to the smartjack, and we know we have a cable that goes from the smartjack to our equipment that is suspect, so we are planning to replace that cable early next week, but I would start with the PRI carrier.

 

[573dawn]

oh, and jawillo, be prepared for the carrier to tell you that it is your equipment, but that they can see every bounce if they look at the history. Look over your own infrastructure and see if there migt be anything questionable between the smartjack and the Avaya DS.

 

[jml2665]

please clarify something, all your phones go blank, all calls are dropped, but all you see in the monitor is trunk out of service?

When you open monitor you see a line that indicates how long your system has been up, is that time longer then the last time this problem occured?

Just curious if maybe the system is actually "rebooting" and the trunk out of service is part of the normal sequence as the PRI comes back up into service after the system reboots.

 

[573dawn]

jml2665, where in monitor is the line that says how long the system has been up?

Thanks, Dawn

 

[jml2665]

it's one of the first things that is written to the screen when you start or re-connect monitor
looks like this
********** SysMonitor v5.2 (57) **********

********** contact made with 172.25.6.250 at 15:14:44 15/6/2007 **********

********** System (172.25.6.250) has been up and running for 7hrs, 15mins and 38secs(26138953mS) **********


********** Warning: TEXT File Logging selected **********

 

[573dawn]

Hmmm, All I have seen is a dialogue box saying "connection to unit has been restarted" BUT, I'm talking about the STATUS pages, I have been unable to get the one named MONITOR to work, and my vendor has not told me how to access of use it, it says it won't connectg when I try it, is that why I am not seeing what you describe?

I have to go, already here an hour late and my patient hubby is getting a little impatient (we work for the same co and ride together) I will check back on this thread a little later!

Thanks, Dawn

 

[jawillo]

jml,
true. all phones go blank (well, back to the logoff state, where the phone has an extension assigned to it... but, not a user anymore) and all i see in the system monitor is a trunk out of service alarm.
also, under Service Alarms, there is always an occurrence of "The System was unable to connect to the Feature Key Server" (which is at our other building)

and 573dawn,
thanks for the input! i've also had our carrier (PaeTec) test the line a few times, but to no avail. they think it's something on our end... but i don't know what the problem could be... it all runs off the same hardware as the rest of our network, and that seems to be functioning just fine.

sigh. it's so frustrating...
thanks for your responses!

 

[573dawn]

jawillo, we also have the "system was unable to connect to feature key server" when this happens. Unfortunately, we're kind of rural, so we never know if we might have a squirrell chewing on something. I can understand a bounce of a circuit now and then, but we've had several in the month and a half we've had this system. I feel your pain, and believe me, I sympathize. I whish I had more to tell you.

Dawn

 

[kurthansen]

Dawn,

In system status click on alarms but not any of the lines or system alarms. It will show you the last time the system rebooted and why. I am willing to bet that one of your systems is rebooting randomly. If you look at the reboot time and when the lines go down they will match up. When you reboot it will show alarms on the lines at the same time. System status will show alarms on the T1 trunks even when the alarm is caused by the ipo rebooting.

I would run monitor to log to a file and see if you can catch when the system reboots.

 

[573dawn]

Now that I know how to access monitor and do the text logging, I will do just that! Thanks again!

 

[jml2665]

the initial information monitor posts is how long the system has been up for? Does the time on there coincide with when your system has it's issue?

 

[573dawn]

jml2665, it looks as if it is very close, yes. However, of 4 DS units, none have been up for the same amount of time. Unfortunately, I just reset one of them because the receptionist at that site says he can't transfer to several extensions AT THAT SITE. Just what I needed, one more problem. Resetting the switch didn't completely fix it either, he can transfer to one of 3 that he couldn't before.

 

[ProviderReborn]

You dont have a hunt group overflowing to the same hunt group do you??? It causes reboots on recent builds.

 

[573dawn]

TheProvider, how would I tell?

Thanks, Dawn

 

[ProviderReborn]

Check out your hunt group section within Manager.
Go into each Hunt Group. EG 200 MAIN and check it does not have an overflow destination as 200 MAIN in the Overflow field.
If iyou do, ring the number that points to that hunt group whilst running monitor and watch monitor get upset and reboot causing a blib in the lines also as the kit has rebooted.

If you do have any thing like this in your programming remove it.

 

[573dawn]

Thanks, I'll check that out