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IP Phones Rebooting when deployed remotely on an KX-NS700 System

IP Phones Rebooting when deployed remotely on an KX-NS700 System

IP Phones Rebooting when deployed remotely on an KX-NS700 System

(OP)
This system (NS700) was installed within a local network and all phones (KX-NT553, approx. 12) have worked flawlessly for years on the internal network.

When the COVID-19 lock down happened, seven of the phones were deployed remotely and connected directly to the internet at each person's residence with several different ISPs. The IP addresses were updated and the phones generally work well. All required POEs and the POEs are of varying manufacturers. All deployed phones pass through the same firewall (Watchguard).

However, two of the seven deployed phones are regularly rebooting and the other five never reboot. More interestingly, the two that reboot always do so at or near the top of the hour (between X:55 and X:05). These two phones probably reboot 18-22 times a day always at or near the top of the hour. This is not random and the reboots will happen both during active calls or when the phone is idle.


Any thoughts?

RE: IP Phones Rebooting when deployed remotely on an KX-NS700 System

What firewall rules have you done, are the phones told on the ip card they are remote

Do you have Alg and sip helpers disabled.

RE: IP Phones Rebooting when deployed remotely on an KX-NS700 System

I'm not sure if it helps but I was having a similar issue with NT680 IP phones losing the connection. I did a firmware update to the phones and it seems to have addressed the issue. Keep in mind you will need to open specific ports to push firmware out to the IP phones if they are installed remotely.

RE: IP Phones Rebooting when deployed remotely on an KX-NS700 System

Try replacing the Watchguard with another firewall if possible. We just had to replace a NS700 with similar problems with remote phones. Was a nightmare to troubleshoot and Watchguard was little help and charged for every thing they did.

RE: IP Phones Rebooting when deployed remotely on an KX-NS700 System

Yes, we are having the same issues. handsets reboot at 4 different Residential locations. Has anyone found a solution, please?
thanks

RE: IP Phones Rebooting when deployed remotely on an KX-NS700 System

May be the keepalives aren't being ACKed, so are being re-transmitted most likely due to network related conditions.

Is your WAN QoS enabled?

Wanet Telecoms Limited

RE: IP Phones Rebooting when deployed remotely on an KX-NS700 System

Have you checked the trace in utilities and open with wireshark to try and diagnose?

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