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IP Phones Lock up and Reboot

IP Phones Lock up and Reboot

IP Phones Lock up and Reboot

We recently installed a Server Edition with redundancy inside a data center for a client. Between the data center and the customer's site is a 100 Mbs E-Line circuit.
Since the install last month, their IP Phones periodically freeze for a few seconds and they can't dial out or intercom, the dial pad is frozen. They wait a few seconds and it starts working again.

The IT person has checked the bandwidth utilization of the E-Line at the time of the phones freezing and it never is more than 5%.
I have attached a network diagram.

We were told that we should turn off auto-negotiation on all the ports for the phones. We did this but still are having the phones lock up.

Also some times the phones just randomly reboot as well.

I have called into support through distribution but they weren't able to help me at all. Anyone have any helpful information that we can try?

RE: IP Phones Lock up and Reboot

What do you mean with redundancy inside the data center?
Is it moving between different hardware?

Also Auto-Neg should be on and the same applies to all switch ports connected to phones and IPO.

"Trying is the first step to failure..." - Homer

RE: IP Phones Lock up and Reboot

Is qos enabled on your switches?

It's not rocket signs purple.

RE: IP Phones Lock up and Reboot

Sorry the main server is at the data center. I meant it is there for disaster recovery, not redundancy. So there is no hardware in their office. The phones are on their own network completely. We had auto-neg on before and the same things were happening. I have a monitor log where the phones went completely down yesterday. Would that help to see?

RE: IP Phones Lock up and Reboot

Most likely it's an issue with the connection between the office and the data center.

Are they able to tell what is happening with ongoing calls when the other phones freezes?
How often does this happen?

"Trying is the first step to failure..." - Homer

RE: IP Phones Lock up and Reboot

It seems all phones freeze at once at the same time. There are 160 phones. It has been happening about once a week now. They installed Netgear switches POE Gigabit. Could it be a switch issue? I have attached their network diagram. Again their bandwidth utilization isn't even at 5% when this happens every time.

RE: IP Phones Lock up and Reboot

Now that I think about it, maybe it isn't all phones at the same time. I will check. If it isn't then the other phones are not being effected because the IT guy didn't report it. He just sent me emails on specific extensions. I will check.

RE: IP Phones Lock up and Reboot

It might be a switch issue, if many phones are connected to one switch you'll need to make sure the switch has enough power for POE.
Active phones use more than idle so in that case it could be caused by someone paging them.

"Trying is the first step to failure..." - Homer

RE: IP Phones Lock up and Reboot

We checked and it is all the phones at once. We just also logged into the switches and don't see the power consumption being utilized that would cause any errors. Also it says that they haven't been rebooted in over 25 days. Anything else that I can check?

RE: IP Phones Lock up and Reboot

What version is the SE?
Anything in the SE logs?

RE: IP Phones Lock up and Reboot

It is the latest 9.1. So one thing we did seem to figure out. Yesterday it reboot at the same time that we did a Merge. The entire system rebooted. Why would the system reboot on a merge? Maybe something with SE? Or that it is in a data center off site? Has anyone else experienced this?

RE: IP Phones Lock up and Reboot

Did you create extensions for your IP Phones?

RE: IP Phones Lock up and Reboot

Yes we manually created them in the beginning of the installation.

RE: IP Phones Lock up and Reboot

Is there a dumb switch/hub in the network rebroadcasting all traffic everywhere?

My new year's resolution?


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