Some Avaya 5610 phones will not boot 1

[TierOneTech]

I have an Avaya phone system that is part of a network that I manage. I did not install it or manage it previously. That company is defunct.
It states that it is an IP Office 500. The software on the XP computer is identified as IP Office Manager 6.2.
Two weeks ago all 50+ phones worked fine. Then last week a staff member noticed that there were some phones that would not boot.
I found that there are 2 MAC addresses involved. They are 0007 and 001B.
All of the 0007 phones are up and operational.
None of the 001B phones will boot.
This would lead me to believe that the Manager program has lost the MAC info and no longer will accept the DHCP request from these phones because of their MAC.
Where in the Manager software are the accepted MAC addresses registered?
How does the software identify and find the phones?
How do I modify the acceptable MAC's?

Any and all help is GREATLY appreciated!

 

[tlpeter]

It does come into play when the sonicwall is the default gateway.


BAZINGA!

I'm not insane, my mother had me tested!

 

[intrigrant]

I deleted all my replies as it is useless to advise because they ask something but ignore the replies or they don't know s*t about the matter.

 

[derfloh]

Sound like a switch puts a bunch of MAC addresses in another VLAN than the others...

 

[TierOneTech]

NO changes have been made to the network.
All phones of both MAC addresses worked almost 3 weeks ago.
There are no V-LANs.
The phones that work do not get an IP from my SonicWall so they must be getting them from the IP 500.
When I program ALL info statically into a phone, IP, mask, gateway, IP of file server and call server, the phones hang on Discover 192.168.2.XXX which is the file server IP
When I plug a 0007 phone into the same exact cat 5 cable as a non-working 001B phone, it boots fine.
When I plug one of each directly into one of my switches, 0007 boots, 001B hangs on discovery.
When the 0007 phone boots, it get an IP in less than 4 seconds. The IP is from a range excluded from my SonicWall.
When the 001B phones try to boot, it takes about 12 seconds before they get an IP from the SonicWall DHCP server.
The SonicWall does not have a seat license (education).

It certainly appears that the IP500 is verifying the phones through their MAC. It also appears that this info got damaged or corrupted.
My questions are:
How does the IP500 verify what units it is handing an IP to?
Where is this info stored?
How can I modify it?
Or, is the MAC list added to the firmware?
If it is part of the firmware, how do I acquire a copy of it for my unit?
How do I tell the difference between a version 1 and a version 2 IP500?

 

[tlpeter]

Your problem is that the phone's get an IP from the IPO in the same network as your computers which get an IP from your router.
Create Vlans and make a proper network.
That something worked does not mean that the network is OK!!!


BAZINGA!

I'm not insane, my mother had me tested!

 

[pmcook]

If a statically defined phone gets stuck on discovery then there is a problem with the network. Spanning tree can sometimes get messed up. It would not do any harm to restart your switches and clear your spanning tree. It seems that the phones packets are not being forwarded and that is spanning tree or ARP table. A restart clears both.

 

[mforrence]

If phone gets stuck at file server, then the file server is not responding to phone's request. Are you using Manager or some other software for file services? If Manager, is it running? You can use wireshark to see the transactions.

 

[tlpeter]

No fileserver on a 5610 will take just some longer but it will continue.

BAZINGA!

I'm not insane, my mother had me tested!

 

[mattKnight]

Wireshark will tell the truth.



Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[TierOneTech]

The IP500 is a version one, which has a CF card installed. While no one has been able to tell me exactly what is stored on the CF card, it is my belief that the card is starting to deteriorate, leading to a data loss. Unfortunately, no one can tell me how or where to get a replacement card. I was told that the card is unique and a standard CF card can't be used as a replacement. Can anyone verify this? Can anyone tell me how to create a new card?
Thanks!

 

[tlpeter]

The embedded voicemail card (CF) is indeed a special one.
There is no offical way to make one, you need to buy one.
Is the file server address the same as the IPO's IP address?

Before you do anything with the card, there is a license file on it (something with a number.clp)
Also voicemail files are clp files but just copy them too to be sure.
Check whatever is on that card and let us know.
But this has nothing to do with your original problem to be honest.

BAZINGA!

I'm not insane, my mother had me tested!

 

[mforrence]

Unfortunately, no one can tell me how or where to get a replacement card.

This one is easy... from virtually any authorized Avaya Business Partner - which is probably where you should look for resolution to this issue, as it's been dragging for quite some time now.
Just to clarify - if the system uses embedded voicemail, then the card is special and must be replaced with another configured for embedded voicemail. If you use VMPro, and simply want IPO to host files for phones, then virtually any CF card will do.

 

[TierOneTech]

Thank you for the input.
Let me ask this question.
The manager has a check box on the DHCP screen that states DHCP for Avaya phones only.
It is checked.
How does the IP500 know which MAC's are Avaya MAC's?
This is the list that I am looking for.

The only Avaya partner is about 2 hours away and their response has been less than hoped for.
They did have a tech call and talk with me. I asked about a new CF card and the MAC table.
His response was 'that version is no longer supported, you need to buy a version 2 box and then we can help you.'

Once again, thank you to everyone that has responded!

 

[derfloh]

Why don't you take a look into system
Monitor with DHCP filter enabled and see what happens? If Oenable development tracing you can also get information about the actual leases of the inbuilt DHCP server unde status\DHCP

 

[mforrence]

If you have a flat network, and essentially TWO DHCP servers (IPO & Firewall), when the phone requests DHCP, it may get a response from the firewall first - which will inevitably be incomplete. The MAC address thing is totally a red herring - that's not the issue.
And I feel your pain with a less-than-responsive BP. While we'd love to have all sites on the most current versions, that's only a pipe dream, and for many, truly unnecessary. Where on the globe are you located?
If you have a flat network and the IPO is on the same network, then statically configure all parameters on a phone. If it doesn't work, then it's either the network or the phone.

 

[gwebster]

IPO does not use the MAC address to identify Avaya phones. It looks for the Site Specific Option Number which is 176 by default for 4600/5600 and 242 by default for 1600/9600.

 

[mattKnight]

Mforrence is correct....
2 dhcp servers in the same Vlan is bonkers



Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[TierOneTech]

I understand what you guys are saying, but this is how it ran for 5 years with no problems.
Three weeks ago it has an issue that only affects one group of MAC addresses.
What other conclusion would you come to?

 

[intrigrant]

My conclusion?
Either find the problem and solve it or reconfigure as it should be done from the beginning and then this problem would never happened.
As it seems option 1 is too difficult for you (or you are to stubborn to accept that something IS changed) go on with option 2.

 

[tlpeter]

Indeed, create vlans and configure the network for that.
The phones can handle LLDP so that they are send to the correct vlan and then the IPO can be the DHCP server in it's own network.
Be aware to create a voice vlan with QOS!

BAZINGA!

I'm not insane, my mother had me tested!