Remote fastrad connection trouble

[trapslaper]

I have a customer in St. Louis that maintains a MICS here in NW Arkansas.
They had RAD issues so after troubleshooting and replacing the rad I decided to upgrade the MICS from 4.1 to 7.1.
That went fine and I now am able to connect both locally and through dial up using the RADs DID. However, the customer admin in St. L. can't connect.
His connection times out and says there was no answer.
We verified all settings and even tried moving the baud down to 9600 but no go.
We can't even connect using the operator assistance if the remote admin initializes it. The call transfers and says it is accepted, but no negotiation.
Again, all this works for me locally, but not the remote admin. Short of having a Nortel head help them on their end, I'm at a loss.
He did mention he is using a plain US Robotics modem and it's the same one he uses to remote into other systems. The modem successfully called my cell phone through the NRU so it's going out as planned.

Ideas?


If I don't know, I know who to ask!
Trapslaper

 

[Splic3d]

Check to see what kind of trunks he is calling from. I can't get a modem connection using a sip trunk, but no problems with a pri or pots line.

http://www.i3techgroup.com

Avaya/Nortel/NEC/Asterisk/Access Control/CCTV/DSX/Acti/UCx

 

[trapslaper]

Thanks, I'll ask.


If I don't know, I know who to ask!
Trapslaper

 

[allworxguy]

Also Check which NRU. 7.1 requires NRU 11.

Marv ccna

http://www.telemarv.ca

Sales, Installation & Service for Norstar, BCM & Allworx
Serving Ottawa and Eastern Ontario since 1990

 

[trapslaper]

Nope, they have a PRI.

If I don't know, I know who to ask!
Trapslaper

 

[trapslaper]

I sent him a copy of NRU 11, I'll verify he loaded it is using it.
Thanks.


If I don't know, I know who to ask!
Trapslaper

 

[trapslaper]

He didn't have the new version install. sigh. Anyway, he says it still won't connect.

Who knows a Norstar guru in the St. Louis area? I'm tired of this guy and would just as soon send over a real tech to knock it out and be done.

Thanks,



If I don't know, I know who to ask!
Trapslaper

 

[curlycord]

Which RAD is it?

-FastRAD would be in order
-If now using Target line be sure that the RAD's firmware is upgraded.

"he call transfers and says it is accepted, but no negotiation."
Surely there must be some more info to relay?





=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[trapslaper]

The FastRAD has had the patch applied and is working as expected when I dial in. The issue is, the IT person having the trouble connecting, is less than experienced in Norstar. I'm trying to convince the customer to let me send a tech over to review their practices, check their NRU version and teach them whatever they are getting wrong. I shot trouble on this for too long and about half way through I sent him a copy of NRU 11 just in case that was his issue. He didn't load it until yesterday but had indicated earlier that it was already being used.
So, yeah, getting more info to relay has been a deal.


Thanks for your ideas.


If I don't know, I know who to ask!
Trapslaper

 

[curlycord]

Some more

Ask them what modem type (and if they tried another) and dip switch settings and check AT strings in modem as well dial string in NRU vs yours.
Have them check the quality of the line they are using.

Try 4800 baud and/or wait 6 beeps before pressing OK

=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[trapslaper]

The customer was very slow getting around to trouble shooting their end. The US Robotics modem they were using, requires a reboot between using it on other systems, vs the Norstar. Weird, but at least it's working. Thanks for your input everyone.

If I don't know, I know who to ask!
Trapslaper