I2004 ip phone can't connect to Server

[Jeff1215]

I have an i2004 ip phone, today the screen display "server unreachable" and reset again and again.
Can anyone teach me how to troubleshooting this issue?
Thanks,

 

[Jeff1215]

I have an ip address for signaling server and I pinged it, it's ok.
Also, the system status shows fine.

 

[bigindian65]

New or existing? You checked over the phone config?

Mato' Was'aka

 

[Jeff1215]

existing. How do you mean to check out the phone config?
Thanks,

 

[bigindian65]

cycle power, run your finger across all 4 keys below the screen once it says Nortel

check node, ip address, TNB



Mato' Was'aka

 

[gwebster]

Running latest available firmware - either DAX or DBG?

 

[a12ozbottle]

After verifying the sets config, you could try plugging an known working phone in the same port and see what happens. If it works then you probably have a problem with the phone itself. If it doesnt work then you need to look at everything in between jack, data switch, etc.

 

[Jeff1215]

This set is the only one existing in the system...so after I replace it with a new phone, it still give me the same response.

How to check out the system status?
I mean signaling server, voice media gateway, etc.
I have "element manager" to monitor the status of PBX, when I check the IP telephony status, I got this information

Node ID 1
IP address: XXX
Toatl elements 2

(1)
SS1 type: signaling server status: enabled
(2)
VGM1 type: voice media GW status: enabled

 

[bigindian65]

Where did you get the IP Address for the set & did you verify it is on the set????

Mato' Was'aka

 

[a12ozbottle]

In the Pbx if you go to ld 117 and type stat serv it will give you a status of the vgmc and sig. server.

 

[tnphoneman]

There is a network diagnostic menu on the set that has the capability to ping. Ping the Node IP from the set. Make sure the S1 and S2 address is set for the NODE IP and the port is 4100.

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[Jeff1215]

Where is the "network diagnostic menu"?
Since my phone can not boot up, there is no other display on the screen than "server unreachable, restarting after X seconds..."

Thanks,
can I ping the Node Ip with a laptop?

 

[a12ozbottle]

To get to the diagnostic menu you have to hit the services button twice.

 

[Jeff1215]

Here are some infomation I got:

1) IP phone configuration
DHCP disabled
I2004 was assigned with an address 10.10.1.101
The Node IP is 10.10.1.1

When I use the network diagnostic tools on the I2004 to ping 10.10.1.1, 100% package lost.

2) I connected the cord to a laptop configured with the same ip address 10.10.1.101 to ping 10.10.1.1, success!

Can anyone analysis this for me?
Thanks,

 

[Triton101]

check VLan on the phone or your network.

If you have a OLD i2004 it might have no vlan, you need to upgrade the firmware to the current one if you need to use vlan.

what is the subnet mask? both phone and server on the TLAN

 

[Jeff1215]

This phone works well for a long time, so I think it's not a configration issue.
So I want some one to guide me how to troubleshoot the system or the network.

1) How to check out the signaling server and midia gateway to see if the service is still on.(Because we only have this phone installed for test, so I have no comparation to determine if it is a system issue or not.)

2)Recently, the company performed a network re-structure, I have no idea if it influence the voice service.

 

[bigindian65]

2)Recently, the company performed a network re-structure, I have no idea if it influence the voice service.

I think you found your own answer, should get with network and them look at your voice lan.

Mato' Was'aka

 

[Jeff1215]

I think you found your own answer, should get with network and them look at your voice lan. ---bigindian65

Yes, but the network guies are tough and they will challenge me about the request if I can not give them reasonable excuse.
So can you tell me more about the "Voice Lan"?
What kind of network change may influence the voip. For example, if all connection of voice equipments has been moved to a new switch, is there any technical details shall be keep in mind? I mean, some TCP/IP ports may be disbaled and which cause the VOIP service not reachable?

 

[Triton101]

Check your subnet MASK on the phone and make sure it's appropriate for your network, since they made changes, you might have to adjust that.

 

[a12ozbottle]

how about plugging the phone into the same data switch that the signalling server tlan is on. Basically bypass everthing in between, this would rule out network if it works. Make sure the port you plug into is on the same vlan as the sig. server.