SV9100 - SIP trunk disconnects/issues

[Frank_And_Beans]

Hello,

I'm posting this as I've exhausted almost every other avenue including our PBX vendor, Edge (SIP vendor), and NEC but still have not been able to resolve the issue. For the past 5-6 months, we have had issues where the SIP trunks are down/disconnected. This manifested itself initially as customers complaining about our phones being busy. Then some of our employees complained that they could not make outgoing calls. I initially thought maybe we had more demand than SIP supply. I contacted Edge and they provided usage reports. Those reports showed that at no point have we ever had all 8 SIP trunks in use. We have a static IP and this is set in MB 10-12. The PBX vendor had me try switching the PBX to use IP instead of DNS, that didn't help. They also had the SIP provider change the registration process but that didn't help.

Once those settings were ruled out, I engaged our PBX vendor to see if it was something related to our firewall. We are using a USG4 Pro which is made by Ubiquiti. I do not believe this is a firewall issue as I manage another site that has a SV9100 and a Ubiquiti firewall as well and they do not have these issues. Nonetheless, I am currently running Wireshark on both the LAN and WAN side but after providing several logs to both our vendor and NEC, nothing has stood out as the issue.

If you log into the PBX and go to the System Alarm page, you can see each time the SIP trunk goes down. What is odd is that when it goes down, it takes exactly 30 minutes before reconnecting. I've attached an image showing this pattern. I've also found that if I reboot the SV9100 (System Initialization > 2nd Initialization), the SIP trunks come back online as soon as the PBX is has completed its reboot. This avoids/bypasses the 30 minute duration/downtime. Seems to me that it has something to do with the SIP provider or the PBX itself.

Any ideas/shots in the dark are greatly appreciated! Thank you.

 

[Don W]

Is sip alg disabled in the fire wall and did you white list your IP's for your sip provider in your router

 

[Frank_And_Beans]

Hi Don,

Yes to both of those. Thank you!

 

[Sunny gill]

just my 2 cents !!!
When its down , ask Carrier what WAN address they see the request coming from this Account or where they are sending packet for this account.
My guess, may be its the issue of registration request going to wrong Public address at that time.

have you ever tested this account somewhere else and let it there ( you never know)

 

[OzzieGeorge]

Ok just a thought, have you tried changing 10-29-15 perhaps the provider's timeout is way less than yours

 

[Frank_And_Beans]

Thank you Sunny_Gill and OzzieGeorge!

Sunny_Gill - next time it goes down, I will call Edge and ask what IP their are seeing the registration requests from.

ThanOzzieGeorge - MB 10-29-15 is currently set to 300. Is that the default? Should it be increased?


Cheers!

 

[OzzieGeorge]

No 300 = 5 mins so it doesn't line up with the 30 mins outage you are getting.

 

[Frank_And_Beans]

Gotcha. The PBX vendor had me increase that value to 3600 one time but it had no impact on the issues we're having. Thank you though for taking the time to respond.

 

[Frank_And_Beans]

Hello All, apologies for resurecting this. I'm still troubleshooting it and our SIP provider suggested we switch from registration to always up SIP because we have a static IP. The SIP provider made the necessary changes and we can receive calls but we cannot call out. I've turned off registration in MB 10-29-05 but i'm not sure if other configuration is needed or something else is the issue. I was not able to locate instructions on exactly how to reconfigure the PBX for Static registration. Any suggestions are appreciated.

Thank you,


Frank

 

[Frank_And_Beans]

Also, here are the changes the PBX vendor suggested months ago for this static connection vs dynamic registration:

MB 10-28-01 - Blank
MB 10-28-02 - Blank
MB 10-28-05 - IP Address
MB 10-29-03 - x.x.x.x
MB 10-29-05 - None
MB 10-29-06 - x.x.x.x
MB 10-29-11 - Blank
MB 10-29-12 - Blank
MB 10-29-13 - Blank
MB 10-36: Unchecked registration credentials.

Not sure if this helps or not.

Thanks again!

 

[Sunny gill]

Untick 10-36 but put pilot number in 10-36 as well.

If that does not work , try customer public ip in 10-12-07

 

[Frank_And_Beans]

Hi Sunny_gill,

10-12-07 already has our WAN IP set.

As for 10-36, I did untick that but I did not replace User ID, Authentication User ID, or Authentication Password. Which of those three fields are you suggesting I replace with our pilot number?

Thank you!


Frank

 

[Sunny gill]

Only user ID required

 

[Frank_And_Beans]

Hello Sunny,

That did not help. I'm able to receive calls and can transmit and receive audio but cannot call out when I turn off registration. The SIP provider said they do not see any traffic from the PBX as if it won't even attempt to send data until the SIP registration is completed/up. I'm guessing there is some other setting that is not being addressed. Thanks for your time and effort.


Frank

 

[Sunny gill]

Hi Frank,

I suggest those setting as you said "PBX vendor suggested months ago for this static connection" and blank 10-36

how are you reaching SIP trunk provider . is it via 10-23 ?

 

[Frank_And_Beans]

Hi Sunny,

Sorry for the delay, I was out the past few days. 10-23 is blank. Not configured at all. I assume this is configured in 10-28, 10-29, and 10-36. I can check other locations if you like, just let me know what cmd to check.

Thanks!

 

[CoralTech]

Check your Ubiquiti versions.

 

[Frank_And_Beans]

Hi CoralTech, our equipment is at the latest release. Is there an issue with NEC and Ubiquiti? I have the same equipment running at another site with a sv9100 and there are no issues. Much appreciated!

 

[bk Patel]

this problem resolved or not
if yes then i have same problem,
please suggest.

 

[Frank_And_Beans]

Hello BK Patel,

Unfortunately no, this has not been resolved. I spoke with our NEC vendor yesterday and they insist there is nothing else to be configured on the PBX and that I need to work with the SIP provider but the SIP provider gives me the same story.

Also, when I change all of these settings, the SIP trunks are partially up. I can receive incoming calls, I just cannot make outgoing calls at all. It is like the PBX knows the trunk is down so it doesn't even attempt making the calls. I'm really at a lost as it seems like this would be a simple adjustment. This is why I still think it is something in the PBX that is not configured correctly. I'm just not sure what else to try/change.

Thanks!