All Avaya 9608 Phones Unresponsive 2

[scottehunt]

Hello,

We've been having an issue with all of our 9608 phones for the last week where they will randomly go unresponsive, usually overnight

Upon arriving in the morning you pickup the handset and usually this would light up the screen, but nothing happens.

We're running IP 500v2 control unit.

All phones are unresponsive, unable to answer phone calls. Restarting the POE switches and IP500v2 seems to resolve the issue temporarily but it's coming back overnight, or sometimes on the same day.

Any ideas how to resolve/troubleshoot would be appreciated.

 

[NYSTECH]

A Little more information may help

What version of software?
Have these phones been working prior to last week? If so has anything changed on network

 

[scottehunt]

We're using Avaya IP Office Manager Version 10.1 (81)

We had some networking hardware change with new PoE switches in September and these had been running well up until Friday last week.

We had a file server outage on Thursday last week, with the file server losing power, our failover didn't fire due to a time sync issue which has since been resolved and since then we've had issues with the Avaya phones going offline randomly.

If I restart the IP 500v2 control unit the phones remain in the broken state (they don't change to discover) - I have to restart the PoE switches to force all phones to restart.

 

[NYSTECH]

Since the phone don't seem to be communication with the PBX I would look at your network equipment for starters.

 

[amriddle01]

And look for IP address clashes, a network glitch/change caused this, that's where the solution lies

 

[scottehunt]

Our IT support person who installed the Avaya system has tried troubleshooting and is now saying we need to try repalcing hte control uni.

Can anyone provide their thoughts on this? My gut feeling is that the issue is not hardware related, it's a setting/configuration issue.

The issue seems to repeat each night around 6pm. I can't see anything that's changed to cause this, and I can't find any IP address conflicts, if I reboot the phone system while pinging it's IP the pings stop indicating nothing else has the same IP.

It seems that resetting the switches causes the phone system to come back online (all phones reboot, and all phones register without issue)

I have tried connecting my handset via another PoE switch, it didn't make a difference tonight with my phone deregistering with the rest of them.

Any ideas? Is the "Monitor" software useful in troublshooting this sort of issue? The timing of the system going offline seems around 6.00-7.30pm each night, there were a few nights in the last week, in a row, where the issue wasn't occurent, but it's come back since for the last few days.

Appreciate any help that can be provided, and any advice on troubleshooting steps.

 

[ipohead]

Just a thought - some switches have an option for a scheduled shutdown on all or selected ports.

 

[RocketJTech]

Where are the phones getting their IP addresses from? Static? If Not, is the DHCP server the IPO or some other device (router or server)?

Thanks to technology, we can instantly communicate across the world, but it still doesn't help us know what to say.

 

[scottehunt]

The IP addresses are not static - the DHCP server is another device, a windows 2012 server.

 

[scottehunt]

As an update to this I think i've narrowed down a possible resolution - two phones on a later version are not restarting, and are remaining online. The ones without issues are on version 6.4014. The oldest version we have is 6.2009, and we've got some others on 6.2119.

So now i'm trying to figure out how to upgrade firmware on the phones.

It still doesn't explain why all of a sudden phones are restarting and deregistering when previosuly they had been fine..

 

[derfloh]

To update the phones ask your Avaya Business Partner.

Strange to see how many end customers are asking questions here which could be answered by a maintainer in minutes. Looks like if there are many many incompetent installers (Business Partners) out there or if the end customers buy the system but don't want to spend further money for maintenance and ask here instead...

 

[scottehunt]

Yes I'd go with incompetent business partners. The person that supports our system has dropped off the radar as I believe the issue has become too complex for him, hence why I'm trying to resolve the issue myself.

Unfortunately Avaya support people aren't common in my country and I have not been able to find another support person.

I don't see anything strange about someone asking a question in a community forum, after first seeking professional help with no rseults, in hopes someone has experienced a similiar issue and can share what resolved it for them.

I hope that this thread helps future users in troubleshooting their phone system if they experience similiar issue(s).

 

[derfloh]

You have to get actual Firmware for the phones (I think it is free downloadable from suppot.avaya.com), upload the files to the file server the phones use (probably IPO, you can find it out by watching the phone booting).

The phone will pull the 96x1Hupgrade.txt which contains information about what Firmware files to load. When finished the phone will load 46xxsetings.txt. This file will tell the phone what language files to load (mlf_96x1_....).

Search for 9600 Administratiom Guide. It describes the process.

 

[derfloh]

Didn't want to blame you personally but we have many basic questions each maintainer should be able to answer.

 

[JayNEC]

Did someone turn on some green power saving features on the switches that kicks in on a schedule?

New England Communications

http://www.necomm.com