Softphone will not connect on new VPN solution switching from Cisco to Citrix

[JustAGlitch]

I have a customer who has had working softphones on a Cisco VPN solution. They have been changed out to a Citrix VPN solution and when they attempt to connect they get the following on the display "Account Failed To Enable, Account IP office could not be enabled, Problem at server (SIP Error 408) Try again later"

If he switches back to the Cisco VPN everything comes right back up like normal. Not getting a lot of help from Citrix who is blaming us.

I saw back in 2006 Citrix was not supported but cannot find anything telling me if this is still the case for the softphones now or not in any of the "wonderful" documentation.

Any help or direction would be appreciated. I have them looking into port blocking right now but not sure if I am on the right trail yet.

If It's Not Broken...Don't Fix It!

Stephen Webb
Norstar, BCM and IP Office Engineer

 

[kwing112000]

Can they ping the IPO when connected? can the IPO ping them? i have seen the same error when there are routing issues.

Kevin Wing
ACSS Small and Medium Enterprise (SME) Communications
ACS- Implement IP Office
ACA- Implement IP Office
Carousel Industries

 

[JustAGlitch]

Yes we are able to ping successfully no problem.

If It's Not Broken...Don't Fix It!

Stephen Webb
Norstar, BCM and IP Office Engineer

 

[intrigrant]

What does that Citrix VPN environment do? Works it the same a the Cisco? If not then look at the differences.
I know nothing of Citrix VPN's but the Softphones are NOT supported under Citrix.

 

[JustAGlitch]

If it is not supported do you know where the document that states that because I saw them for 2006 but nothing recent and I was suspecting that. Thanks in advance.

If It's Not Broken...Don't Fix It!

Stephen Webb
Norstar, BCM and IP Office Engineer