Expansion in Server Edition SCN showing as "Unknown" through Web Manager

[lleeNC]

Hello,

One (out of many) V2 expansion unit is showing up as "unknown" through web manager. This is a false-negative as the expansion unit is working correctly within the SCN and shows up as online through regular IPO Manager. No issues making calls across SCN, external, etc.

Things we've tried,

- Restarted Web Services, twice.
- Rebooted Expansion Unit
- Removed the problematic v2 expansion from the solution and then re-added it back in.
- Rebooted the entire system.

Has anyone had this issue before?

Due to this issue, we cannot perform upgrades and the customer, who prefers to make changes through web manager, cannot make any changes.

 

[rdoubrava]

What software version ?

 

[lleeNC]

11.0 SP2

 

[snowman50]

Try changing the SCN line websocket from medium to unsecured
Do this on the primary server line connected to the expansion and also on the expansion line back to the primary...
Both ends need to be the same
Give it about 2 minutes.
Check in Monitor- scn network and see if it shows connected correctly...should be Green and Active

 

[lleeNC]

@snowman50 - The SCN network through Monitor shows as Green and Active and the lines are configured correctly. If they weren't, then this would not be a false-negative event. It only shows as "unknown" through web manager but the system works flawlessly.

We tried additional things last night,
- Noticed some web service settings within Security Settings for the Charlottesville V2 expansion were different from the other expansions in the solution. Changed some stuff around.
- Restarted Web services again.
- Rebooted Charlottesville V2 Expansion
- Restarted all services on primary server.
- Erased Security Settings.

Despite all this, it did not resolve the issue. Next step is to upgrade this expansion to the same version as the Primary (From 11.0 SP2 to 11.0 FP4). We will also do a hard reboot of the primary server over the weekend.

 

[lleeNC]

Issue has been resolved.

The problem was caused by a rule on their firewall. We've inquired the customer about their firewalls before but they informed us that they never made changes to their firewall during the time of the issue. This is also a customer where we can't easily bypass the firewall for troubleshooting purposes (high security facility), which made this situation all the more frustrating to troubleshoot.

Luckily for us, they had a network outage last night... which gave us a window to bypass the firewall.