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IP6000 / IP7000 Lines not registering after site relocation...

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Occasional Visitor

IP6000 / IP7000 Lines not registering after site relocation...

Hey everyone!

 

 

My company is currently amidst a site relocation, and is having some major issues connecting our IP6000's to Mitel MiCloud.  7 of the 20 units we are moving are repurposed from our old site, and the rest are a mix of new / second hand models.  The issue is happening with all of our phones, and Mitel support has been an absolute joke.

 

Our move in date was last Friday, and we had to find alternatives for conference phones since these didn't connect.  

 

In any case, nothing about the configuration has changed; we've opened up all the proper ports on our Firewall, and we've been bashing our heads against the wall for hours on this-- would anybody have any input on why line registrations may not be going through?  With all of the phones affected, it obviously points to either a network issue on our side (hell, we even had the phones in the DMZ for a bit, and have swapped from LLDP to CDP and back); or a server side issue on Mitel's side (they are performing scheduled maintenance on Tuesday on our instance).

 

If anybody could lend a hand or let me know their experience, I'd be eternally grateful.

 

Thanks!

Message 1 of 6
5 REPLIES 5
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Polycom Employee & Community Manager

Re: IP6000 / IP7000 Lines not registering after site relocation...

Hello @mm13,

welcome to the Polycom Community.

It is always useful to include the currently used SIP or UC Software version as issues experienced or a question asked may already be addressed in a newer release.

This also allows yourself and others to check against current software release notes, Administrator Guides or FAQ post’s.

The above is also stated in the "Must Read First" and is the absolute minimum requirement every new post should include. .

In addition providing us with this basic information gives Polycom an idea what Software Versions are used in the field and avoids wasting time trying to troubleshoot issues which have already been addressed.

Therefore the Polycom VoIP FAQ contains this post here:

Question: How can I find out my SIP or UC Software Version of my Phone?
Resolution: Please check here

 

Also try and setup a spanned port and use this FAQ and post some logs / traces:

 

Jan 19, 2012 Question: How to troubleshoot Polycom VoIP related Issues?

Resolution: Please check => here <=

 

and

 

Oct 11, 2011 Question: How can I troubleshoot configuration Issues via Log Files or the phone GUI?

Resolution: Please check => here <=


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

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The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 6
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Occasional Visitor

Re: IP6000 / IP7000 Lines not registering after site relocation...

Thanks for the feedback @SteffanBaierUK!

 

The one that I am currently using is running:

 

UC Software Version 4.0.11.0583

BootROM Software Version 5.0.5.2324

 

I also have some that are on 4.0.13.1445.  Frankly, I'm attempting on various different devices.  

 

In any case, I've exported my boot and app log files (it seems like there is a missing dictionary file?).  Any guidance would be wildly appreciated.  Thanks!

 

Edit:  **bleep**, had to put it in a .doc for the forum.  It shows the app.log first, then the boot.log. 

Message 3 of 6
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Polycom Employee & Community Manager

Re: IP6000 / IP7000 Lines not registering after site relocation...

Hello @mm13,

That was not really what I asked for...

 

000041.018|sip  |4|03|Registration failed User: 4243161163, Error Code:480 Temporarily not available

We need a spanned port and a wireshark trace but 99,999999% this is a network issue.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 6
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Occasional Visitor

Re: IP6000 / IP7000 Lines not registering after site relocation...

Hey there!

Apologies for posting unnecessary stuff.  I've included a Wireshark report from a mirrored port.  It seems like the request is hitting the config / registration server, but the response is getting halted or screwed around somewhere.

 

Looking on our firewall, all relevent ports (5060 / 15061) are opened.  The ports have PortFast configured, and should be using LLDP.

 

Any interpretation or next step suggestions would be wildly appreciated.  Thank you SO much!

 

 

Highlighted
Polycom Employee & Community Manager

Re: IP6000 / IP7000 Lines not registering after site relocation...

Hello @mm13,

Again we cannot really help you with your network issue.

 

The phone 172.16.14.38 tries to register with 199.101.105.179 on port 15061 and the network gets back and tells you the Destination is unreachable.

 

Usually I would expect this to register to port 5060 but now knowing your infrastructure I cannot comment.


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 6 of 6