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BCM450R1 & 2050 Softphone Audio Issues

BCM450R1 & 2050 Softphone Audio Issues

(OP)
Hey all, trying to help a client whose Nortel BP went out of business years ago. Client has a 2050 on his laptop he uses in the office without issue but gets no audio when running over VPN. Looks like all signaling is working fine; DN registers and can make and take calls (can hear the numbers being pressed as dialing outbound) but no audio in either direction. I have an Avaya/Cisco voice background so I am comfortable with troubleshooting this kind of thing but am starting to think there may be a system setting that can help out here..?

Client uses Sonicwall NetExtender (SSL-VPN client) on his laptop (win7) and appears to have full connectivity through the Sonicwall. Client directs the 2050 to the internal IP of the BCM450. At first I was wondering if there is a setting in the BCM to force all audio to pull DSP resources from the BCM instead of audio streaming directly between the clients. In the IP Office world, there is a simple "allow direct media path" checkbox on the VoIP extension that needs to be disabled. But I continued testing and even if I call to the outside world I do not have audio either, which makes me think this is not the issue. Thought it may have been a Windows firewall issue so disabled that all together for a quick test and no change in performance.

System software version is: 8.0.1.05.329. Not entirely sure what softphone firmware he is using but it is Nortel branded; I am using 3.04.0003 of the 2050 for testing from my office to see if I had different results to rule out the client/remote side network firewall and his laptop as culprits. Wondering if there is a known bug or issue with system software or a provisioning fix that may be able to resolve this problem.

Am I down to wireshark at this point for additional troubleshooting? If needed I can remote to my test machine and head out on site with another laptop to wireshark the system if need be but that is more intrusive than I was hoping to get. Threw a wireshark on my test machine NIC knowing things would be encrypted but I get a steady bi-directional stream of encrypted packets while on the call (what I have to assume is the RTP stream).

To add one thing to the mix, client says he had installed 4050 on test license and had audio working while remote.

Any thoughts/opinions would be appreciated, thanks!

RE: BCM450R1 & 2050 Softphone Audio Issues

I would tend to think that the problem is port related. However, you said that the BCM450 is at 1.0. Do you know the patching level as the last system patch was BCM450.R100.SU.System-016.201110-2.zip

It might be worth checking out the patch inventory first. The full listing I have is

BCM450 R1
==================================

PATCH ID: BCM450.R100.AMP_IRELANDSTATIONS-61 Category: LTD
PATCH ID: BCM450.R100.SU.System-016.201110 Category: GEN
PATCH ID: BCM450.R100.BCM-to-IPO-Migration-131 Category: LTD
PATCH ID: BCM450.R100.SU.Desktop-008.201112 Category: GEN
PATCH ID: BCM450.R100.UTPS-130 Category: GEN

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.com

RE: BCM450R1 & 2050 Softphone Audio Issues

Your BCM 450 R1.0 is a little out of date. You will need to apply the System patch first. Then apply the desktop one. Finally the last patch I would install is PATCH ID: BCM450.R100.UTPS-130 Category: GEN.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.com

RE: BCM450R1 & 2050 Softphone Audio Issues

(OP)
Thank you very much for your assistance, will simultaneously troubleshoot the VPN to ensure something isn't somehow restricted through the tunnel.

RE: BCM450R1 & 2050 Softphone Audio Issues

Are you an IT tech or a Telecom tech?
Have you read all the appropriate guides available for download on the BCM itself or just winging it?
Sorry to ask if the mouse is plugged in.

Most audio issue do seem to be Network related but not always....you stated that a 4050(assume 2050) did work on a test license (try and buy?).
A license has no effect on this....if it worked before then something has changed on the network? or the remote location is different? if so something on the remote end maybe?

All the correct ports are forwarded?



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RE: BCM450R1 & 2050 Softphone Audio Issues

(OP)
I believe I answered a few of your questions in the first post but I can clarify smile

Avaya/Cisco engineer; very little Nortel knowledge. Extensive voice background, strong security/firewall background.

Here is what I know:
No ports need to be forwarded/opened on the firewall since client is using SSL VPN and not a NAT/ACL solution. Default tunnel parameters on these types of devices (especially of the era this one is) trust 100% of client traffic after authentication unless specifically told otherwise. I would either have zero connectivity; or full connectivity unless there were rules that stated otherwise (found none). That's why I decided to explore the Nortel side before investigating the network any further. Sonicwall's leave a lot to be desired in regard to detailed logging but I am not one to replace a functioning appliance until the device's lifecycle has truly run its pace.

Here is what I was told:
Client had used a different Nortel softphone at one point in time with a "trial install" (my notes from our meeting say "client stated softphone audio had worked over VPN when he had tried trial "4050" version of softphone but when trial expired he went back to 2050"). I have such little Nortel experience; I couldn't say if what he told me was dead on or ludicrous so I simply shared what he shared with me. He made it sound like the "2050" was the original softphone he was using and was licensed for; when he had audio issues remotely he had tried installing a different softphone app from Nortel and that app did not have the same audio issue. When the trial expired he went back to the 2050 and the problem returned. How accurate his recollection of events is or maybe my interpretation of them is quite a blur itself.

I agreed to fact-gather free of charge and determine whether our best starting direction would be firewall investigation or finding a legacy Nortel tech to assist with the system. The troubleshooting path I explored in my original post is what brought me here; to verify my hunch that partnering with shop that employs someone with Nortel experience was worth the client's money. I do agree that researching the upgrade path on an old BCM release would be a waste of my time (and the client's money), and I would certainly never go down a path in production that I am not familiar with or have not tested in my lab. smile

In regard to the "remote location" change - I ruled that out as the cause when I replicated the issue from my lab. I have some expensive Cisco gear with some very detailed logging and was able to ensure that the "remote side" of the network had zero effect on the transfer of data. My issues experienced were identical to his when he went off site.

My hunch at this point is a bug or mismatch of some sort; either on the Sonicwall or on the BCM. There is certainly not provisioning in the firewall that is configured to stop the flow of RTP through the SSL tunnel.

Hope this clarifies a few points smile Thanks!

RE: BCM450R1 & 2050 Softphone Audio Issues

The later Nortel / Avaya 2050 software version 3 onwards required a licence to run it although it would have a trial period for 90 days (I think).

Problems can occur if you revert the software back to Version 2, which doesn't require any keycodes.

What you need to do is to uninstall the 2050 software first. Reboot the computer and then go deep into regedit and remove all traces of Nortel / Avaya and 2050 references etc. Be careful you don't delete anything that doesn't refer to it.

Check that all references to e.g. C:\Program Files\Nortel or Avaya\2050 etc are removed. Reboot the computer and do a check again to be sure all traces have gone.

Then install the 2050 version software again (PC2050_V2_B0239.zip)and just follow the default prompts. Reboot the computer and finally, install the upgrade version (upgrade_setup_264.exe).

If you get stuck, then let me know as I once ran into wierd problems with getting one to work and it took me a while to figure out what had previously been done before I got involved.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.com

RE: BCM450R1 & 2050 Softphone Audio Issues

Yes thanks

Maybe load the older 2050 per above onto another PC or laptop that never had a previous softphone to test Firebirds theory too in case reverting does not work.

Users:

2050 version 2
Requires - IP Client

2050 version 3 and up
Requires - IP Client & 2050 User License





________________________________________

Add me to LinkedIN

=----(((((((((()----=
www.curlycord.com


Toronto Canada
www.telcopc.ca

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