We have two 3300 MXE II's at SW level 4.2. We are trying to bring them up to 7.2. We have internet connectivity. We can reach out to the AMC to verify. When we use the Software Installer Tool all is well until it brings up the App Record License form. When we select "Retrieve License" the Internet Connection drops, ex can't get google. Is this Cisco switch/firewall issue or something else? Two different laptops. The two controllers are clustered. The secondary serves only as a backup. And is the one we are trying to do 1st.
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3300 loses internet connectivity to the AMC during upgrade
- Thread starter cdpak
- Start date
The licensing retrieval in the software installer tool is completed on the machine running the tool rather than the actual Mteil controller itself.
Try getting to that point in the installer, disconnect from the network and tether to a mobile device to complete the licence retrieval step. Once successful disconnect from the mobile device and reconnect to the network. Hopefully that will allow you to complete your upgrade.
Try getting to that point in the installer, disconnect from the network and tether to a mobile device to complete the licence retrieval step. Once successful disconnect from the mobile device and reconnect to the network. Hopefully that will allow you to complete your upgrade.
TheMitelGuy
IS-IT--Management
Sorry - can you clarify the problem? I think I understand, but just to make sure... Are you saying you can license your 3300 ICP via the Software Installer Tool, but when it comes to updating the licensing from the actual licensing form with the 3300 ICP, it fails...???
If that's the case:
A) Ensure the 3300 can access the Internet (from it's VLAN). Make sure there is a route in place so the 3300 ICP (and other Mitel servers on the voice VLAN) can access the Internet.
B) Ensure the DNS entries (i.e. DNS servers) are setup properly on your 3300 ICP. It won't work if you don't have DNS setup and setup properly.
C) Using the ping command on the 3300, make sure you can ping FQDNs of your choice on the public Internet (whatever is on the Internet and can be pinged).
If you can do all of that (A-C) then you should be able to license via the AMC right from the 3300 ICP. If you can't, however you can successful ping FQDNs from the 3300 ICP on the Internet, then you probably have a firewall blocking problem and you should look at your firewall. As a side note, most firewalls support AMC licensing synchronization, but there is a few that don't support this with the base configuration. I can't think of any specific firewall manufactures off the top of my head that block this, but I have had to ask Network Administrators to make changes so the 3300 ICP (and other Mitel software servers) can access the AMC. More often then not, it's not the firewall's default policies that are blocking this as much as it is Network Administrators that want to make everything secure, but they don't know how to do that properly, so they create network (IP, port, routing rules) policies that block everything (that's just my experience).
Let us know how you make out.
If that's the case:
A) Ensure the 3300 can access the Internet (from it's VLAN). Make sure there is a route in place so the 3300 ICP (and other Mitel servers on the voice VLAN) can access the Internet.
B) Ensure the DNS entries (i.e. DNS servers) are setup properly on your 3300 ICP. It won't work if you don't have DNS setup and setup properly.
C) Using the ping command on the 3300, make sure you can ping FQDNs of your choice on the public Internet (whatever is on the Internet and can be pinged).
If you can do all of that (A-C) then you should be able to license via the AMC right from the 3300 ICP. If you can't, however you can successful ping FQDNs from the 3300 ICP on the Internet, then you probably have a firewall blocking problem and you should look at your firewall. As a side note, most firewalls support AMC licensing synchronization, but there is a few that don't support this with the base configuration. I can't think of any specific firewall manufactures off the top of my head that block this, but I have had to ask Network Administrators to make changes so the 3300 ICP (and other Mitel software servers) can access the AMC. More often then not, it's not the firewall's default policies that are blocking this as much as it is Network Administrators that want to make everything secure, but they don't know how to do that properly, so they create network (IP, port, routing rules) policies that block everything (that's just my experience).
Let us know how you make out.
- Thread starter
- #4
Thanks for your responses.
A) we do have internet connectivity
B) the DNS is set up properly
c) We are able to Ping from the 3300.
When we try the upgrade and get to the point of "Retrieve License" upon failure we get pop window stating, "The AMC cannot be contacted. Please run the batch file located at C:\User\c_paul\AppData\Local\Mitel\MiVoice Business Software Installer\AMC\11241348\retrvlic.bat. (the 11241348 is the proper App Record)
I run this file and a CMD line window comes up with 3 steps and I'm abbreviating.
1) Set up successful
2)Sync footprint (the hardware id of the 3300)with AMC-wait 90 secs.
3)Results-Unable to sync with AMC.
Our next step unless anyone can offer another solution is to set a separate DSL connection and attempt this off network as Jemson has suggested. We have to do this with a couple other 3300's that because of HIPA are not on a network with internet connectivity. Which we just upgraded without an issue.
A) we do have internet connectivity
B) the DNS is set up properly
c) We are able to Ping from the 3300.
When we try the upgrade and get to the point of "Retrieve License" upon failure we get pop window stating, "The AMC cannot be contacted. Please run the batch file located at C:\User\c_paul\AppData\Local\Mitel\MiVoice Business Software Installer\AMC\11241348\retrvlic.bat. (the 11241348 is the proper App Record)
I run this file and a CMD line window comes up with 3 steps and I'm abbreviating.
1) Set up successful
2)Sync footprint (the hardware id of the 3300)with AMC-wait 90 secs.
3)Results-Unable to sync with AMC.
Our next step unless anyone can offer another solution is to set a separate DSL connection and attempt this off network as Jemson has suggested. We have to do this with a couple other 3300's that because of HIPA are not on a network with internet connectivity. Which we just upgraded without an issue.
- Thread starter
- #6
TCP 443 for MCD
TCP 22 for Application Servers
Both attempt to access sync.mitel-amc.com so DNS is required as well.
The MCD has a tracert maintenance command function natively so it can be tested easily.
I've never seen a condition where a laptop with Internet connectivity being used for an upgrade has an issue such as this.
I doubt very much the issue was with anything Mitel related.
**********************************************
What's most important is that you realise ... There is no spoon.
TCP 22 for Application Servers
Both attempt to access sync.mitel-amc.com so DNS is required as well.
The MCD has a tracert maintenance command function natively so it can be tested easily.
I've never seen a condition where a laptop with Internet connectivity being used for an upgrade has an issue such as this.
I doubt very much the issue was with anything Mitel related.
**********************************************
What's most important is that you realise ... There is no spoon.
- Thread starter
- #8
Ah, memory suurfaces; it was after they had installed outlook web access which basically pinched 443 so anything coming back on 443 was directed to outlook so the mitel never got anything back. IIUIC IT had to do something in ports to make anything coming back in from sync at mitel IP be forwarded to the mitel. It was along time ago....
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