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Unregistered IP handsets 9

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t3rm3y

t3rm3y

Technical User
May 18, 2017
106
GB
Not sure where to go next with this one. Customer had an ipo500 v2 on 8.1 we upgraded to 11.1
They then started to have problems where after a system reboot some phones (random extensions and quantity) would freeze up and not allow user to log on.
System status would show these phones in the "unregistered h323" list.
We have swapped the SD card, and most recently swapped the Poe switches put the DHCP scope on the network switches (seperate networks for voice and data).
The "quick" fix is to make a system change (i.e. name change) and then all the stuck extensions pop through and are useable again.
Anyone seen this issue or know a possible fix?
It is becoming very frustrating for the customer. And us.
 
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1st thing try latest maint release, i that fails report to Avaya Via IPOSS

Normally I would say VoiP problems are due to the customer network but a this was working previously an IP office bug is not out of the question


Do things on the cheap & it will cost you dear
 
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In case you use the 16xx phones, make sure to disable voip security in IPO manager.
 
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Nah they are 9608.
Have upgrade to 11.2
Still happened after the restart, had to make a name change to force the last few handsets to move from unregistered to logged on.
Any other thoughts?
 
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so I attended again and swapped out the Avaya chassis, re-wrote the config to a replacement SD card, defaulted the telephoens and re-entered new base numbers from scratch, essentially a whole new solution.
Same issue occurred, couldnt believe it. Checked the switches and disconnected the firewall, and this seems to be the issue.
Since upgrade form 8.0 to 11 maybe some additional security features are present, but the firewall seems to cause the phones to go unregistered on a reboot.
Its a sonic wall, (i have no idea on thsese things).
customers firewall has 2 NIC cards ,so they can access the VM pro PC and avaya via the network (also has oak call reporting on this PC).
For now I have removed the firewall form the voice network. we have remote access over SIP trunk (WAN port).
Just means until sorted we and customer wont have access to the VM machine.
Anyone have any thoughts on what may need turning off on the avaya to resolve/ or amending on the sonic wall to fix?

I also noted that the system status threw a security TLS "fatal error on connection" between the Avaya LAN port and the firewall IP address when it was patched into the voice network switches..
 
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You are not telling us, that you have the IPO WAN port directly to the internet?

If so please correct this immediately to avoid getting hacked!

Need some help with IP Office?
 
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What do you mean derfloh? The wan is connected to a router/firewall with IP routes set to only allow access to sip and our remote access.
 
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In R11 it is mandatory that each IP Extension needs a password to register.
Did you set a password on the IP Extensions?
Did you defaulted and re-configured the security settings after the upgrade?
Track the issue with monitor and eneble on the H.323 filther the RAS options.
 
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Hi Intrigrant,
Password on each user - yes
Defaulted the security settings and reconfigure - yes
Running monitor - i have unticked everything but left Events H.323 ticked, and the RAS send and receive - do you suggest any other tick boxes be enabled?
 
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Password on each user - yes
Password on each extension -?
IPPassword_qlqmvs.png
 
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The extension password should only be required if Media Security is enabled.

I had to remove this for one customer as it caused the phones to get logged out from time to time.

"Trying is the first step to failure..." - Homer
 
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What!? Sorry but it is 100% nothing to do with media security. It is used for phone registration with the system. If you don't want to set it for each extension, you can use the 'System | VoIP | VoIP Security | Default Extension Password' setting.

Also, having leapt so many releases, you may also be falling foul of the 'Block Default IP Phone Passcodes' setting in the security config settings.

Stuck in a never ending cycle of file copying.
 
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It is used for phone registration if there is no User with the same extension.

Phone Password Default = Blank. Range = Up to 31 digits.
H.323 Extensions only. Does not apply to DECT phones.

The password that must be entered as part of phone registration. This password is used to secure registration of H.323 phones when there is no matching user to authenticate against. Required if Media Security is enabled.

"Trying is the first step to failure..." - Homer
 
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yes there is a password on each extension.

here is a snippet of the monitor, im not too familiar with monitor or how to read it/ what it all means, this seems to be at the point of customer unplugging a phone and it becoming "stuck" as unregistered, only becoming logged in / usable after a quick name change..

428197530mS RasTx: v=Src=192.168.42.1:1719, Dst=192.168.42.20:49300 peb=0
RasMessage = gatekeeperConfirm

428197620mS RasRx: v=IFace=LAN1, Src=192.168.42.254:58842, Dst=192.168.42.1:1719 peb=0
RasMessage = registrationRequest

428197620mS H323Evt: Recv: RegistrationRequest 192.168.42.254:58842 on 0; Endpoints registered: 42; Endpoints in registration: 0, tpkt user: 00000000
428197621mS H323Evt: e_H225_AliasAddress_dialedDigits alias
428197621mS H323Evt: found number <501>
428197621mS H323Evt: RRQ --- CallSigProtocol is H323AnnexL_P. Go for Avaya 4600IP phone
428197621mS H323Evt: RRQ --- Treat this as a forced login, the phone was probably rebooted (same_cs_addr 0)
428197621mS H323Evt: GK: Unregister endpoint customer name for extension 501 reason 4 urq_reason 3
428197624mS H323Evt: GK: Send URQ
428197625mS RasTx: v=Src=192.168.42.1:1719, Dst=192.168.42.20:49301 peb=0
RasMessage = unregistrationRequest

428197625mS H323Evt: RRQ --- Register extn 501 using product IP_Phone, version 6.6604, id customer name
428197625mS H323Evt: RASSRV: GetAlternate GK list returns <none>
428197627mS RasTx: v=Src=192.168.42.1:1719, Dst=192.168.42.20:49300 peb=0
RasMessage = registrationConfirm

428197629mS H323Evt: v=0 stacknum=250 State, new=ReleaseReq, old=Active id=2256
428197630mS H323Tx: 2256 dst=192.168.42.20:57634
H323 Pcol=08(Q931) Reflen=2 ref=0001(Local)
Message Type = ReleaseComplete

428197630mS H323Evt: v=0 stacknum=250 State, new=NullState, old=ReleaseReq id=2256
428197706mS RasRx: v=IFace=LAN1, Src=192.168.42.38:49301, Dst=192.168.42.1:1719 peb=0
RasMessage = registrationRequest

428197706mS H323Evt: Recv: RegistrationRequest 192.168.42.38; Extn(531), time since last RRQ-KA 55009, Endpoints registered: 41; Endpoints in registration: 1
428197707mS RasTx: v=Src=192.168.42.1:1719, Dst=192.168.42.38:49301 peb=0
RasMessage = registrationConfirm

428197714mS H323Evt: H323PhoneUser Operational: Src=192.168.42.254:9614 Dst=192.168.42.1:1720
428197764mS H323Rx: 2257 src=0.0.0.0:0
H323 Pcol=08(Q931) Reflen=2 ref=0001(Remote)
Message Type = Setup
ForwardLCParameters SRTP:[G722_64K (frames=10)] H2250 SID=01:
ReverseLCParameters SRTP:[G722_64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters SRTP:[G711_ULAW64K (frames=10)] H2250 SID=01:
ReverseLCParameters SRTP:[G711_ULAW64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters SRTP:[G711_ALAW64K (frames=10)] H2250 SID=01:
ReverseLCParameters SRTP:[G711_ALAW64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters SRTP:[G729_AWB (frames=1)] H2250 SID=01:
ReverseLCParameters SRTP:[G729_AWB (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters SRTP:[G729_A (frames=1)] H2250 SID=01:
ReverseLCParameters SRTP:[G729_A (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters SRTP:[G729_WB (frames=1)] H2250 SID=01:
ReverseLCParameters SRTP:[G729_WB (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G722_64K (frames=10)] H2250 SID=01:
ReverseLCParameters [G722_64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G711_ULAW64K (frames=10)] H2250 SID=01:
ReverseLCParameters [G711_ULAW64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G711_ALAW64K (frames=10)] H2250 SID=01:
ReverseLCParameters [G711_ALAW64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G729_AWB (frames=1)] H2250 SID=01:
ReverseLCParameters [G729_AWB (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G729_A (frames=1)] H2250 SID=01:
ReverseLCParameters [G729_A (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G729_WB (frames=1)] H2250 SID=01:
ReverseLCParameters [G729_WB (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,

428197765mS H323Evt: v=0 stacknum=250 State, new=NullState, old=NullState id=-1
428197765mS H323Tx: 0 dst=192.168.42.254:9614
H323 Pcol=08(Q931) Reflen=2 ref=0001(Local)
Message Type = ReleaseComplete

428198172mS RasRx: v=IFace=LAN1, Src=192.168.42.47:49301, Dst=192.168.42.1:1719 peb=0
RasMessage = registrationRequest

428198172mS H323Evt: Recv: RegistrationRequest 192.168.42.47; Extn(534), time since last RRQ-KA 55009, Endpoints registered: 41; Endpoints in registration: 1
428198173mS RasTx: v=Src=192.168.42.1:1719, Dst=192.168.42.47:49301 peb=0
RasMessage = registrationConfirm

428199193mS RasRx: v=IFace=LAN1, Src=192.168.42.254:4500, Dst=192.168.42.1:1719 peb=0
RasMessage = gatekeeperRequest

428199193mS H323Evt: Recv GRQ from 192.168.42.254:4500
428199194mS H323Evt: e_H225_AliasAddress_dialedDigits alias
428199194mS H323Evt: found number <501>
428199194mS RasTx: v=Src=192.168.42.1:1719, Dst=192.168.42.20:49301 peb=0
RasMessage = gatekeeperConfirm

428199204mS RasRx: v=IFace=LAN1, Src=192.168.42.254:4500, Dst=192.168.42.1:1719 peb=0
RasMessage = registrationRequest

428199204mS H323Evt: Recv: RegistrationRequest 192.168.42.254:4500 on 0; Endpoints registered: 41; Endpoints in registration: 1, tpkt user: 00000000
428199204mS H323Evt: e_H225_AliasAddress_dialedDigits alias
428199205mS H323Evt: found number <501>
428199205mS H323Evt: RRQ --- CallSigProtocol is H323AnnexL_P. Go for Avaya 4600IP phone
428199205mS H323Evt: RRQ --- Treat this as a forced login, the phone was probably rebooted (same_cs_addr 1)
428199205mS H323Evt: GK: Unregister endpoint customer name for extension 501 reason 4 urq_reason 3
428199206mS H323Evt: RRQ --- Register extn 501 using product IP_Phone, version 6.6604, id customer name
428199207mS H323Evt: RASSRV: GetAlternate GK list returns <none>
428199209mS RasTx: v=Src=192.168.42.1:1719, Dst=192.168.42.20:49301 peb=0
RasMessage = registrationConfirm

428199279mS H323Evt: H323PhoneUser Operational: Src=192.168.42.254:3720 Dst=192.168.42.1:1720
428199309mS H323Rx: 2258 src=0.0.0.0:0
H323 Pcol=08(Q931) Reflen=2 ref=0001(Remote)
Message Type = Setup
ForwardLCParameters SRTP:[G722_64K (frames=10)] H2250 SID=01:
ReverseLCParameters SRTP:[G722_64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters SRTP:[G711_ULAW64K (frames=10)] H2250 SID=01:
ReverseLCParameters SRTP:[G711_ULAW64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters SRTP:[G711_ALAW64K (frames=10)] H2250 SID=01:
ReverseLCParameters SRTP:[G711_ALAW64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters SRTP:[G729_AWB (frames=1)] H2250 SID=01:
ReverseLCParameters SRTP:[G729_AWB (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters SRTP:[G729_A (frames=1)] H2250 SID=01:
ReverseLCParameters SRTP:[G729_A (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters SRTP:[G729_WB (frames=1)] H2250 SID=01:
ReverseLCParameters SRTP:[G729_WB (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G722_64K (frames=10)] H2250 SID=01:
ReverseLCParameters [G722_64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G711_ULAW64K (frames=10)] H2250 SID=01:
ReverseLCParameters [G711_ULAW64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G711_ALAW64K (frames=10)] H2250 SID=01:
ReverseLCParameters [G711_ALAW64K (frames=60)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G729_AWB (frames=1)] H2250 SID=01:
ReverseLCParameters [G729_AWB (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G729_A (frames=1)] H2250 SID=01:
ReverseLCParameters [G729_A (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters [G729_WB (frames=1)] H2250 SID=01:
ReverseLCParameters [G729_WB (frames=6)] H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,
ForwardLCParameters H2250 SID=01:
ReverseLCParameters H2250 SID=01: RTP=192.168.42.20(49314) , RTCP=192.168.42.20(49315) ,

428199309mS H323Evt: v=0 stacknum=250 State, new=NullState, old=NullState id=-1
428199310mS H323Tx: 0 dst=192.168.42.254:3720
H323 Pcol=08(Q931) Reflen=2 ref=0001(Local)
Message Type = ReleaseComplete
 
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janni78 - the fact that whatever you're quoting from says "H.323 extensions only" should tell you it out of date.

Stuck in a never ending cycle of file copying.
 
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I'm assuming 192.168.42.1 is your IP Office.
What is .20 and .254 ?

"Trying is the first step to failure..." - Homer
 
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...and having found which document you quoted, it seems Avaya are wrong but what's new there.

Stuck in a never ending cycle of file copying.
 
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sizbut said:
...and having found which document you quoted, it seems Avaya are wrong but what's new there.
Click to expand...

Guess my system is broken then since I don't have any passwords on Extensions and it works as documented.
I was forced to have passwords while Media Security was enabled, but since the IPO can't handle large amount of calls that use SRTP I had to disable it.

"Trying is the first step to failure..." - Homer
 
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Hi Janni78,
yes .42.1 is the PBX.
.42.20 is the users phone that gets unregistered (in this example, but happens to multiple telephones if unlugged / rebooted).
.254 is the gateway firewall (sonicwall).
This firewall is a dual NIC and one port is connected to the voice switches, this is so the users can access the Avaya manager and call reporting programs which is on the VM PC also on this network, from their data network.. (hope that makes sense).

If the customer disconnects this firewall for mthe voice LAN and reboots a phone it does not freeze.

I think the v11 upgrade includes some additional security or something that the firewall does not like and the firewll is blocking or doing something to the IP address that makes it go unregistered on the Avaya? - is that even possible)
 
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The question is why the register request comes from the firewall

428197620mS RasRx: v=IFace=LAN1, Src=192.168.42.254:58842, Dst=192.168.42.1:1719 peb=0

Traffic from the phone to IPO shouldn't go through it if they are on the same subnet.
I assume the IPO is connected to the same switch as the phones?

"Trying is the first step to failure..." - Homer
 
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