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Teleworker phone handset mysteriously stops working

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Crono

Crono

Technical User
Feb 24, 2006
51
US
Hello,

We have a Mitel Teleworker server connected to a 3300ICP that has been working pretty well until today. Over the weekend our office switched to a new ISP. I changed the external IP of the Teleworker server to its new one, rebooted, and tested the internet connection. It was successful. I was able to register a phone as well.

The problem comes after registration. I pick up the handset and get a dial tone. I dial a number but then I cannot hear the caller and the caller cannot hear me neither. It's as if the handset suddenly stopped working. I hang up and phone and pick up again and I hear the dial tone just fine.

I tried this with multiple phones with the same result. Thinking it may be the ICP I removed the Teleworker settings from the phone and configured it normally. Phone works fine. The problem only happens when routed through Teleworker.

I tried plugging the Teleworker back into our old ISP and the problem still persists? I wanted to rule out the ISP switchover.

If anyone has come across this before and has any advice it would be much appreciated. We have a few employees off site that need to be up and running.

Thanks for your time.

-C
 
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Did you change IP and default gateway as well?

Can you capture tug log and post fragment where you make a call. It will show message exchange, opening and closing medial channels.
 
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Hi slapin,

Sorry this is new to me. I think I have what you requested. if this is wrong let me know.


2008-10-14 12:20:52.713698000 1-24 (31.35) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:52.713698000 OPEN_RX_STREAM:
2008-10-14 12:20:52.713698000 sysToken:121245550 sysStrmID:1 strmCodec:1 isMulticast:0
2008-10-14 12:20:52.713698000 src addr:0.0.0.0:0 multicast addr:0.0.0.0:0 strmFrameSizeInMS:20
2008-10-14 12:20:52.713698000 RxFlags:0x0005 SrtpCipher: 5 SrtpRekey:0
2008-10-14 12:20:52.713698000 SrtpKey:0x00000000
2008-10-14 12:20:52.713698000 SrtpSalt:0x00000000
2008-10-14 12:20:52.713698000 Dtmf; encoding:1 pt:101 vol:0
2008-10-14 12:20:52.713801000
2008-10-14 12:20:52.713801000 1-24 (31.35) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:52.713801000 **OPEN_RX_STREAM:
2008-10-14 12:20:52.713801000 sysToken:121245550 sysStrmID:1 strmCodec:8 isMulticast:0
2008-10-14 12:20:52.713801000 src addr:209.48.59.99:20058 multicast addr:0.0.0.0:0 strmFrameSizeInMS:20
2008-10-14 12:20:52.713801000 RxFlags:0x8005 SrtpCipher: 5 SrtpRekey:0
2008-10-14 12:20:52.713801000 SrtpKey:0xB02793BE
2008-10-14 12:20:52.713801000 SrtpSalt:0x7C54781B
2008-10-14 12:20:52.713801000 Dtmf; encoding:1 pt:101 vol:0
2008-10-14 12:20:52.775864000
2008-10-14 12:20:52.775864000 1-24 (31.41) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:52.775864000 OPEN_RX_STREAM_ACK: (response time: 62)
2008-10-14 12:20:52.775864000 reqStatus:0 sysToken:121245550 connectionID:0
2008-10-14 12:20:52.775864000 Rx addr:192.168.7.77:50374
2008-10-14 12:20:52.775864000 RxFlags:0x0005 SrtpCipher: 5 SrtpRekey:0
2008-10-14 12:20:52.775864000 SrtpKey:0xB02793BE
2008-10-14 12:20:52.775864000 SrtpSalt:0x7C54781B
2008-10-14 12:20:52.775933000
2008-10-14 12:20:52.775933000 1-24 (31.41) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:52.775933000 **OPEN_RX_STREAM_ACK: (response time: 62)
2008-10-14 12:20:52.775933000 reqStatus:0 sysToken:121245550 connectionID:0
2008-10-14 12:20:52.775933000 Rx addr:209.48.59.99:20059
2008-10-14 12:20:52.775933000 RxFlags:0x0005 SrtpCipher: 5 SrtpRekey:0
2008-10-14 12:20:52.775933000 SrtpKey:0xB02793BE
2008-10-14 12:20:52.775933000 SrtpSalt:0x7C54781B
2008-10-14 12:20:52.810010000
2008-10-14 12:20:52.810010000 1-24 (31.44) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:52.810010000 MEDIA_REQUEST:
2008-10-14 12:20:52.810010000 sysToken:121245550 sysStrmID:1
2008-10-14 12:20:52.810010000 Media Tags: Num Tags: 1 { Tag: 12 Length:8 [ 0xC0 0xA8 0x09 0x6E 0xC3 0x94 0x00 0x00 ] }
2008-10-14 12:20:52.810038000
2008-10-14 12:20:52.810038000 1-24 (31.44) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:52.810038000 **MEDIA_REQUEST:
2008-10-14 12:20:52.810038000 sysToken:121245550 sysStrmID:1
2008-10-14 12:20:52.810038000 Media Tags: Num Tags: 0 { }
2008-10-14 12:20:53.447458000
2008-10-14 12:20:53.447458000 1-24 (32.08) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:53.447458000 OPEN_TX_STREAM:
2008-10-14 12:20:53.447458000 sysToken:74690420 sysStrmID:0 strmCodec:1
2008-10-14 12:20:53.447458000 dst addr:192.168.9.110:50068 strmFrameSizeInMS:20
2008-10-14 12:20:53.447458000 TxFlags:0x0005 SrtpCipher: 5 SrtpRekey:0
2008-10-14 12:20:53.447458000 SrtpKey:0x4206AC4F
2008-10-14 12:20:53.447458000 SrtpSalt:0xCE4F8AA4
2008-10-14 12:20:53.447458000 Dtmf; encoding:1 pt:101 vol:0
2008-10-14 12:20:53.447550000
2008-10-14 12:20:53.447550000 1-24 (32.08) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:53.447550000 **OPEN_TX_STREAM:
2008-10-14 12:20:53.447550000 sysToken:74690420 sysStrmID:0 strmCodec:8
2008-10-14 12:20:53.447550000 dst addr:209.48.59.99:20058 strmFrameSizeInMS:20
2008-10-14 12:20:53.447550000 TxFlags:0x0005 SrtpCipher: 5 SrtpRekey:0
2008-10-14 12:20:53.447550000 SrtpKey:0x4206AC4F
2008-10-14 12:20:53.447550000 SrtpSalt:0xCE4F8AA4
2008-10-14 12:20:53.447550000 Dtmf; encoding:1 pt:101 vol:0
2008-10-14 12:20:53.508170000
2008-10-14 12:20:53.508170000 1-24 (32.14) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:53.508170000 OPEN_TX_STREAM_ACK: (response time: 61)
2008-10-14 12:20:53.508170000 reqStatus:0 sysToken:74690420 txConnectionID:0
2008-10-14 12:20:53.508170000 Tx addr:192.168.7.77:50374
2008-10-14 12:20:53.508170000 TxFlags:0x0005 SrtpCipher: 5 SrtpRekey:0
2008-10-14 12:20:53.508170000 SrtpKey:0x4206AC4F
2008-10-14 12:20:53.508170000 SrtpSalt:0xCE4F8AA4
2008-10-14 12:20:53.508242000
2008-10-14 12:20:53.508242000 1-24 (32.14) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:53.508242000 **OPEN_TX_STREAM_ACK: (response time: 61)
2008-10-14 12:20:53.508242000 reqStatus:0 sysToken:74690420 txConnectionID:0
2008-10-14 12:20:53.508242000 Tx addr:0.0.0.0:0
2008-10-14 12:20:53.508242000 TxFlags:0x0005 SrtpCipher: 5 SrtpRekey:0
2008-10-14 12:20:53.508242000 SrtpKey:0x4206AC4F
2008-10-14 12:20:53.508242000 SrtpSalt:0xCE4F8AA4
2008-10-14 12:20:53.552575000
2008-10-14 12:20:53.552575000 1-24 (32.19) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:53.552575000 MEDIA_REQUEST:
2008-10-14 12:20:53.552575000 sysToken:121245550 sysStrmID:1
2008-10-14 12:20:53.552575000 Media Tags: Num Tags: 1 { Tag: 2 Length:4 [ 0x00 0x00 0x00 0x01 ] }
2008-10-14 12:20:53.552608000
2008-10-14 12:20:53.552608000 1-24 (32.19) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:53.552608000 **MEDIA_REQUEST:
2008-10-14 12:20:53.552608000 sysToken:121245550 sysStrmID:1
2008-10-14 12:20:53.552608000 Media Tags: Num Tags: 1 { Tag: 2 Length:4 [ 0x00 0x00 0x00 0x00 ] }
2008-10-14 12:20:53.553240000
2008-10-14 12:20:53.553240000 1-24 (32.19) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:53.553240000 MEDIA_REQUEST:
2008-10-14 12:20:53.553240000 sysToken:74690420 sysStrmID:0
2008-10-14 12:20:53.553240000 Media Tags: Num Tags: 1 { Tag: 2 Length:4 [ 0x00 0x00 0x00 0x01 ] }
2008-10-14 12:20:53.553269000
2008-10-14 12:20:53.553269000 1-24 (32.19) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:53.553269000 **MEDIA_REQUEST:
2008-10-14 12:20:53.553269000 sysToken:74690420 sysStrmID:0
2008-10-14 12:20:53.553269000 Media Tags: Num Tags: 1 { Tag: 2 Length:4 [ 0x00 0x00 0x00 0x00 ] }
2008-10-14 12:20:53.554602000
2008-10-14 12:20:53.554602000 1-24 (32.19) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:20:53.554602000 Send String:
2008-10-14 12:20:54.435770000 1-24 SS0: .
2008-10-14 12:21:09.910913000
2008-10-14 12:21:09.910913000 1-24 (48.54) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:21:09.910913000 CLOSE_TX_STREAM:
2008-10-14 12:21:09.910913000 sysToken:74690420 connectionID:0
2008-10-14 12:21:09.910985000 CALL: 192.168.9.110:50068 Codec(IS/SS): 1/8 FrmSz(IS/SS): 20/20
2008-10-14 12:21:09.910985000 Started(RxOpen/TxOpen): 1/1 Dur(RxOpen/TxOpen): 17/16
2008-10-14 12:21:09.910985000 SS: Tx: 0 Rx: 0 Lost: 0(0%) OOS: 0(0%)
2008-10-14 12:21:09.910985000 IS: Tx: 0 Rx: 0 Lost: 0(0%) OOS: 0(0%)
2008-10-14 12:21:09.910985000 SS JitterQ, Len: 0 LWM: 0 HWM: 0 AvgQ: 0.000 Udr: 516 Ovr: 0 Slp: 1
2008-10-14 12:21:09.910985000 Set->SS(255.255.255.255:0->20058)
2008-10-14 12:21:09.910985000 SS->Set(20058->255.255.255.255:0)
2008-10-14 12:21:09.910985000 Icp->IS(255.255.255.255:0->20059)
2008-10-14 12:21:09.910985000 IS->Icp(20059->192.168.9.110:50068)
2008-10-14 12:21:09.917515000
2008-10-14 12:21:09.917515000 1-24 (48.55) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:21:09.917515000 MEDIA_REQUEST:
2008-10-14 12:21:09.917515000 sysToken:121245550 sysStrmID:1
2008-10-14 12:21:09.917515000 Media Tags: Num Tags: 1 { Tag: 2 Length:4 [ 0x00 0x00 0x00 0x00 ] }
2008-10-14 12:21:09.917559000
2008-10-14 12:21:09.917559000 1-24 (48.55) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:21:09.917559000 **MEDIA_REQUEST:
2008-10-14 12:21:09.917559000 sysToken:121245550 sysStrmID:1
2008-10-14 12:21:09.917559000 Media Tags: Num Tags: 1 { Tag: 2 Length:4 [ 0x00 0x00 0x00 0x00 ] }
2008-10-14 12:21:09.930924000
2008-10-14 12:21:09.930924000 1-24 (48.56) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:21:09.930924000 CLOSE_RX_STREAM:
2008-10-14 12:21:09.930924000 sysToken:121245550 connectionID:0
2008-10-14 12:21:09.930990000 CALL: 255.255.255.255:0 Codec(IS/SS): 1/8 FrmSz(IS/SS): 20/20
2008-10-14 12:21:09.930990000 Started(RxOpen/TxOpen): 1/0 Dur(RxOpen/TxOpen): 17/0
2008-10-14 12:21:09.930990000 SS: Tx: 0 Rx: 0 Lost: 0(0%) OOS: 0(0%)
2008-10-14 12:21:09.930990000 IS: Tx: 0 Rx: 0 Lost: 0(0%) OOS: 0(0%)
2008-10-14 12:21:09.930990000 SS->Set(20058->255.255.255.255:0)
2008-10-14 12:21:09.930990000 Icp->IS(255.255.255.255:0->20059)
2008-10-14 12:21:09.969891000
2008-10-14 12:21:09.969891000 1-24 (48.60) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:21:09.969891000 CLOSE_TX_STREAM_ACK: (response time: 58)
2008-10-14 12:21:09.969891000 reqStatus:0 sysToken:74690420
2008-10-14 12:21:09.969891000 txPackets:822 txBytes:16440 *txErrors:0 *txJitter:0
2008-10-14 12:21:09.969891000 txStreamDuration:16
2008-10-14 12:21:09.969891000 Set Tx Loss: 100%
2008-10-14 12:21:10.058470000
2008-10-14 12:21:10.058470000 1-24 (48.69) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:21:10.058470000 CLOSE_RX_STREAM_ACK: (response time: 127)
2008-10-14 12:21:10.058470000 reqStatus:0 sysToken:121245550
2008-10-14 12:21:10.058470000 EpType:195 rxStreamDuration:17 rxPackets:0 rxJitterMax:0 pktLoss:0
2008-10-14 12:21:10.058470000 DN:720 Reporting Ip:192.168.7.77:6915 Voice:9000 Primary ICP:216.75.130.92 FarEnd Ip:0.0.0.0:0
2008-10-14 12:21:10.058489000 Set Rx Loss: nan%
2008-10-14 12:21:10.058536000
2008-10-14 12:21:10.058536000 1-24 (48.69) 66.93.191.170:6915 - 192.168.9.110
2008-10-14 12:21:10.058536000 **CLOSE_RX_STREAM_ACK: (response time: 127)
2008-10-14 12:21:10.058536000 reqStatus:0 sysToken:121245550
2008-10-14 12:21:10.058536000 EpType:707 rxStreamDuration:17 rxPackets:0 rxJitterMax:0 pktLoss:0
2008-10-14 12:21:10.058536000 DN:720 Reporting Ip:66.93.191.170:6915 Voice:20059 Primary ICP:192.168.9.110 FarEnd Ip:192.168.9.110:50068
 
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Ok,

Looks like your TW server is located behind NAT in DMZ. Could you tell me how is your TW server connected to the Internet and where is ICP. I'm iteresting in location of your NAT and firewall

Please correct me if I'm wrong

DN 720 IP:192.168.7.77 ---> Home Router/NAT Ip:66.93.191.170 ---> Internet ---> IP: 216.75.130.92 Office Router/NAT ---> TW ---> 3300ICP IP:192.168.9.110

This part looks wrong
2008-10-14 12:21:09.910985000 Set->SS(255.255.255.255:0->20058)
2008-10-14 12:21:09.910985000 SS->Set(20058->255.255.255.255:0)
2008-10-14 12:21:09.910985000 Icp->IS(255.255.255.255:0->20059)
2008-10-14 12:21:09.910985000 IS->Icp(20059->192.168.9.110:50068)


How did you change IP, using web interface, console or root shell?
 
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Hi slapin,

The TW server is setup as a server/gateway with one NIC assigned an external static IP and the other an internal IP. So the sequence is:

DN 720 IP:192.168.7.77 ---> Home Router/NAT Ip:66.93.191.170 ---> Internet ---> IP: 216.75.130.92 TW ---> 3300ICP IP:192.168.9.110

I changed the IP via the console.

Thanks for all of your insight.

-C
 
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login to the root shell. Connect to SSH, use root username and your admin password. less /etc/tug.ini

This is the main config file for the teleworker. Don't edit it directly, use web interface instead. Just make sure that following parameters are correct

; tug_public_address=
udp_icpside_address= <Your internal IP>
udp_setside_address= <Your public IP>
 
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