Strange 4600 phone issue

[mojoputter]

CM 4.0, customer has a mixture of 9600 and 4600 type phones, for some reason the 4600 type phones will go offline and after 10 minutes or so will reboot and then come back up. The 9600 type are not affected, they stay online when the 4600's go down. When this happens, the customers internet connection slows way down also, there internal network applications seem to work fine. We have upgraded the firmware on the 4600's thinking maybe that was the issue, but that didn't help. The CM is upgraded as high as it can go also. The customer has switched ports of the phones on the data switches and moved the power to a different UPS, and the problem still exists. There is no pattern when this happens so its difficult to nail down, it may not happen for a few weeks and then maybe 2 times in a week. Nothing has changed on the pbx, so not sure where to go with this one.

 

[kyle555]

Procr or CLAN registration? Is all that stuff common between the 4600s and 9600s? This might be a personally identifying statement, but in my life- its always an IP conflict or a duplex mismatch until it isn't

 

[sekitori]

mojoputter,

we use 46xx's and 9620's is a mix here too without problems.

You can have the network-guys check the log on the switches and see what happens with the POE (if that is the problem at all) or maybe the log on the Avaya CM ?
Have them check why the internetconnection is getting slow (traffic from what to where)....

Maybe check the DHCP option string for option 176 (for the 4600's) for the connection-timeout ?

sekitori

 

[telcoempress]

FYI............This is happening to us too for months now. We can find no rhyme or reason it happens. My Net Admin blames the phones system, Avaya blames the network. Looking at the logs apparently doesn't tell the tale for us. I would just like it not to happen anymore. The 4600's stay down for minutes or hours. We did find out from a high tier that the 9600's will register without connecting to the call server. That is why they stay up and the 4600's go down. Please let me know if you find a cause.

 

[sekitori]

Have you got the latest firmware ?

See if you can find out to which board the phones register and swap that with another board - see if the problem moves with it (or not) ?

If the internetconnection slows down, is that because it's actually overloaded (requests from phones to load the config files) of because the firewall is overloaded ?

Looks to me like there are a lot of options you haven't tried yet....

I had a phone on my desk (4610) that would sometimes reboot for no reason, like once a month or so.
After I swapped it for another, no more reboots.
Maybe there's a faulty batch - see if you can get a phone from another batch ?

regards,
Sekitori

 

[mojoputter]

Telcoempress, what kind of data switches are the 4600's plugged into..?

 

[mojoputter]

Sekitori, this is a Cm4 S8300 in a G700, the firmaware on the phones is as high as it can go seeing there a CM4

 

[WellingtonPaez]

Check the following=

VLAN IDs (Make sure that all phones are member of its own VLAN - This will help you troubleshoot the problem better)
If using DHCP (check your Lease configuration for your IP Phones)
IP Network Region (Verify that you have selected and configured your IP Network Map matching VLAN IDs, Mask and Network)
46xxxSettings.txt File (Go through this file double check all your settings are okay, or download a new one from the support.avaya.com)
VLAN Queuing (if you are using VLANs Tags - Check your Queues in your router or L3 Switch)
Port Negotiation (Always should be set to Auto)

Hope this helps

 

[mojoputter]

M8trx, the confusing thing about this is, its only affecting the 4600's, all the 9600 type phones work just fine. All 4600 and 9600 phones are in there own VLAN. If any of that would not be right then the 9600 phones would also be affected you'd think.

 

[WellingtonPaez]

so this issue just started happening? if your solution once worked and nothing was changed in your communication system, File Servers and DHCP Servers. what changed?

Have you check your Denial Events on CM?. Maybe run a list trace register command to one of the IP Phones see what the system comes back with?

 

[gwebster]

46xx software has not changed since 2.9 SP2 (Apr 2011). 96xx software continues to have bug-fix. It is entirely possible that something does not work on the 46xx but does work OK on the 96xx.

 

[mojoputter]

WellingtonPaez, This has been going on for a few weeks, nothing has changed on the PBX and the customer says they changed nothing on the data network. However, I am seeing this in the event log - denial event 2054: Signaling CONN Congestion. Need to do a little research on that event.

 

[telcoempress]

Curious Mojoputter, what kind of voicemail system does the user have where the 4600 problem is happening? We had this happen to us again Monday and we looked and tried different things but nothing definitive happened. After about an hour the phones just started coming back up. My net admin said he was seeing a lot of chatter from my MAS. So just curious if these guys have Avaya Modular Messaging as their vmail system.

 

[mojoputter]

It has an AVST vm system, however we did install a new Extreme data switch there on Monday and so far no issues as of today, keeping fingers crossed.

 

[telcoempress]

We have changed out switches too hoping that would fix the issue. I hope it does for you but let me know if it doesn't. I am going to start taking out 4600 phones and swapping with 9600's tomorrow for critical people. In case it happens again we will have core people with the 9600's that don't go down.

 

[telcoempress]

Mojoputter

Did changing out the switch work for your client? Our VLan is still being bombed by something and taking down our 4600 phones daily now. We have swapped out switches, clans, looked at logs, used a sniffer and still it is happening. We are at a loss as to what to do now.

 

[mojoputter]

We did change out the switches but that did not fix the issue. Our IT guys have a monitoring tool on their network and seem to think that something on their network is causing the issue. It hasn't happened now for like 3 weeks, but their leaving the tool up to monitor the network. I will let you know when something happens or what we find out.

 

[telcoempress]

Thanks Mojoputter!!! We are doing the same thing. If we find out what is causing it I will let you know too!