SV9100 - SIP trunk disconnects/issues
SV9100 - SIP trunk disconnects/issues
(OP)
Hello,
I'm posting this as I've exhausted almost every other avenue including our PBX vendor, Edge (SIP vendor), and NEC but still have not been able to resolve the issue. For the past 5-6 months, we have had issues where the SIP trunks are down/disconnected. This manifested itself initially as customers complaining about our phones being busy. Then some of our employees complained that they could not make outgoing calls. I initially thought maybe we had more demand than SIP supply. I contacted Edge and they provided usage reports. Those reports showed that at no point have we ever had all 8 SIP trunks in use. We have a static IP and this is set in MB 10-12. The PBX vendor had me try switching the PBX to use IP instead of DNS, that didn't help. They also had the SIP provider change the registration process but that didn't help.
Once those settings were ruled out, I engaged our PBX vendor to see if it was something related to our firewall. We are using a USG4 Pro which is made by Ubiquiti. I do not believe this is a firewall issue as I manage another site that has a SV9100 and a Ubiquiti firewall as well and they do not have these issues. Nonetheless, I am currently running Wireshark on both the LAN and WAN side but after providing several logs to both our vendor and NEC, nothing has stood out as the issue.
If you log into the PBX and go to the System Alarm page, you can see each time the SIP trunk goes down. What is odd is that when it goes down, it takes exactly 30 minutes before reconnecting. I've attached an image showing this pattern. I've also found that if I reboot the SV9100 (System Initialization > 2nd Initialization), the SIP trunks come back online as soon as the PBX is has completed its reboot. This avoids/bypasses the 30 minute duration/downtime. Seems to me that it has something to do with the SIP provider or the PBX itself.
Any ideas/shots in the dark are greatly appreciated! Thank you.
I'm posting this as I've exhausted almost every other avenue including our PBX vendor, Edge (SIP vendor), and NEC but still have not been able to resolve the issue. For the past 5-6 months, we have had issues where the SIP trunks are down/disconnected. This manifested itself initially as customers complaining about our phones being busy. Then some of our employees complained that they could not make outgoing calls. I initially thought maybe we had more demand than SIP supply. I contacted Edge and they provided usage reports. Those reports showed that at no point have we ever had all 8 SIP trunks in use. We have a static IP and this is set in MB 10-12. The PBX vendor had me try switching the PBX to use IP instead of DNS, that didn't help. They also had the SIP provider change the registration process but that didn't help.
Once those settings were ruled out, I engaged our PBX vendor to see if it was something related to our firewall. We are using a USG4 Pro which is made by Ubiquiti. I do not believe this is a firewall issue as I manage another site that has a SV9100 and a Ubiquiti firewall as well and they do not have these issues. Nonetheless, I am currently running Wireshark on both the LAN and WAN side but after providing several logs to both our vendor and NEC, nothing has stood out as the issue.
If you log into the PBX and go to the System Alarm page, you can see each time the SIP trunk goes down. What is odd is that when it goes down, it takes exactly 30 minutes before reconnecting. I've attached an image showing this pattern. I've also found that if I reboot the SV9100 (System Initialization > 2nd Initialization), the SIP trunks come back online as soon as the PBX is has completed its reboot. This avoids/bypasses the 30 minute duration/downtime. Seems to me that it has something to do with the SIP provider or the PBX itself.
Any ideas/shots in the dark are greatly appreciated! Thank you.
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
Yes to both of those. Thank you!
RE: SV9100 - SIP trunk disconnects/issues
When its down , ask Carrier what WAN address they see the request coming from this Account or where they are sending packet for this account.
My guess, may be its the issue of registration request going to wrong Public address at that time.
have you ever tested this account somewhere else and let it there ( you never know)
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
Sunny_Gill - next time it goes down, I will call Edge and ask what IP their are seeing the registration requests from.
ThanOzzieGeorge - MB 10-29-15 is currently set to 300. Is that the default? Should it be increased?
Cheers!
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
Thank you,
Frank
RE: SV9100 - SIP trunk disconnects/issues
MB 10-28-01 - Blank
MB 10-28-02 - Blank
MB 10-28-05 - IP Address
MB 10-29-03 - x.x.x.x
MB 10-29-05 - None
MB 10-29-06 - x.x.x.x
MB 10-29-11 - Blank
MB 10-29-12 - Blank
MB 10-29-13 - Blank
MB 10-36: Unchecked registration credentials.
Not sure if this helps or not.
Thanks again!
RE: SV9100 - SIP trunk disconnects/issues
If that does not work , try customer public ip in 10-12-07
RE: SV9100 - SIP trunk disconnects/issues
10-12-07 already has our WAN IP set.
As for 10-36, I did untick that but I did not replace User ID, Authentication User ID, or Authentication Password. Which of those three fields are you suggesting I replace with our pilot number?
Thank you!
Frank
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
That did not help. I'm able to receive calls and can transmit and receive audio but cannot call out when I turn off registration. The SIP provider said they do not see any traffic from the PBX as if it won't even attempt to send data until the SIP registration is completed/up. I'm guessing there is some other setting that is not being addressed. Thanks for your time and effort.
Frank
RE: SV9100 - SIP trunk disconnects/issues
I suggest those setting as you said "PBX vendor suggested months ago for this static connection" and blank 10-36
how are you reaching SIP trunk provider . is it via 10-23 ?
RE: SV9100 - SIP trunk disconnects/issues
Sorry for the delay, I was out the past few days. 10-23 is blank. Not configured at all. I assume this is configured in 10-28, 10-29, and 10-36. I can check other locations if you like, just let me know what cmd to check.
Thanks!
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
if yes then i have same problem,
please suggest.
RE: SV9100 - SIP trunk disconnects/issues
Unfortunately no, this has not been resolved. I spoke with our NEC vendor yesterday and they insist there is nothing else to be configured on the PBX and that I need to work with the SIP provider but the SIP provider gives me the same story.
Also, when I change all of these settings, the SIP trunks are partially up. I can receive incoming calls, I just cannot make outgoing calls at all. It is like the PBX knows the trunk is down so it doesn't even attempt making the calls. I'm really at a lost as it seems like this would be a simple adjustment. This is why I still think it is something in the PBX that is not configured correctly. I'm just not sure what else to try/change.
Thanks!
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
When you say, "at what point is the outgoing call blocked?", do you mean how far into entering digits does the system start making the busy signal? Apologies but my PBX terminology is atrocious. If so, it is as soon as the PBX attempts the call, then it is either the 4th or 7th digit depending if the area code is being entered or not. For example XXX-XXXX, then the 4th digit, if XXX-XXX-XXXX, then the 7th digit. I guess another way to say it is, when the system attempts to grab a trunk or recognizes the call is not internal.
Thank you!
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
I'm not all that savvy on this SV9100 so I appreciate your patience. As for a line key, in MB 15-07, I have assigned Function Keys 09-16 as "*01 - Trunk Key" = 1-8. I am assuming this is what you mean by a line key? I set my phone's buttons to each of the SIP trunks because when we first started having issues with the SIP trunks not being registered, I thought it might be because all the SIP trunks were in use. I found that wasn't the case but did not remove the programming as I like being able to see how many active calls we have. We have 8 SIP trunks BTW. When I press on of these keys, I instantly get a dial tone and am not required to dial "9" like I normally would to make an outside call.
So when I engage our SIP provider to switch from the PBX registering the SIP trunks to the SIP provider disabling registration and accepting our Static IP, we can receive calls, but cannot make them. I have not tried pressing a line key though when the registration is disabled, I have only tried making calls by dialing "9" and then the number. Unfortunately, I've been unable to get this to work so we revert to SIP registration to resume making calls.
For a little background, this all started because over the past 6-8 months, the SIP trunks randomly go down and it takes 30 minutes for them to re-register. It is odd that it is exactly 30 minutes too. If I reboot the PBX using "2nd initialization", the trunks re-register immediately upon reboot avoiding the 30 minute downtime.
The whole thing has had our PBX vendor stumped and they are working with NEC. I've submitted several backups of the SV9100 as well as dozens of wireshark captures. Due to being unable to resolve the issue, the PBX vendor suggested not using SIP registration and having the provider just accept traffic from our static IP but we can't even get that to work.
Sorry for the back story and long post. I really appreciate you and everyone who's contributed to this problem. Any further suggestions or questions are welcome! Have a great day!
Frank
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
I've worked with our Ubiquiti vendor but I can open a new case just to be sure. The Firewall has been setup SIP ALG disabled and the UDP settings (UDP Other and UDP Stream) have been set to 300 seconds. The SV9100 has had the registration duration set to 3600 seconds (MB 10-29-15).
Are you aware of other settings that should be modified/verified? Appreciate your time and effort.
Thanks,
Frank
RE: SV9100 - SIP trunk disconnects/issues
One other thing of note. I still struggle to see this being a Ubiquiti problem because of how the issue plays out. As I mentioned, the SV9100 will lose registration for 30 minutes. I've attached a photo of the System Alarm page showing the disconnect and reconnect precisely 30 minutes later. If I restart the PBX using 2nd initialization, the SIP trunks reconnect as soon as the system comes back up. This is the only way I've found to get connectivity restored other than waiting the 30 minutes. My point being that if this was the Ubiquiti firewall closing/blocking the UDP connection, why would it take 30 minutes to re-establish when the UDP settings are set to 300 seconds (5 minutes)? Why would restarting the PBX circumvent the 30 minute delay?
I could try rebooting the Ubiquiti the next time the SIP trunks are down to see if a firewall reboot has the same effect as rebooting the PBX? Thoughts?
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
just a thought
10:33:01 and 84:14:08 change this program value and check, may be come difference result !
RE: SV9100 - SIP trunk disconnects/issues
In 10:33:01, the value is 3600 but in 84:14:08, the value is 1800. That is 30 minutes. I can try to test that but I need to do a bit of reading the exact purpose of this setting. Thank you for your assistance!!!
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
10-29-15 = 3600
10-29-19 = Unchecked
Should 10-29-19 be checked? Also, does BK Patel's suggestion about 84-14-08 relate to this issue or does that setting have a different purpose.
Thank you all!
RE: SV9100 - SIP trunk disconnects/issues
Has any solid resolution been found?
RE: SV9100 - SIP trunk disconnects/issues
I never was able to get my SIP trunks to use the Static IP registration. No matter what I've tried and worked with our vendors. The closest I got was I could receive incoming calls and Edge could see the trunks up. The problem was the PBX still was attempting to register the trunks and since it couldn't, I would get a busy tone whenever trying access the SIP trunks. It was like the PBX was waiting for registration before attempting to access the SIP trunks. That's the best way I can explain it.
The strangest part was after Nov 30th, the trunks have not gone down once. The problem magically went away and I still can't figure out why or how. I'm using a static NAT via JSON file in the Ubiquiti USG 4 Pro. We have AT&T fiber as our ISP. Edge as our SIP provider. Ubiquiti switches. Also in the Ubiquiti Cloud Key, I've disabled SIP ALG, set UDP timeouts to 300.
Wish I could be more help. Happy to share any SV9100 settings with you if you want to compare things.
Frank
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
Also I had the same thing happen. My sip trunks worked until a few days ago. Then they reverted back to the old failure to register.
Low Voltage Connoisseur
RE: SV9100 - SIP trunk disconnects/issues
Low Voltage Connoisseur
RE: SV9100 - SIP trunk disconnects/issues
RE: SV9100 - SIP trunk disconnects/issues
Instead of restarting the SV9100, I was instructed by our original vendor to go into 10-36, uncheck the box, log out, go back into 10-36, check the box and log out. Connects right back up after that. Still frustrating to deal with.
Did anyone ever figure out if the suggestions of 10:33:01 and 84:14:08 from "bk Patel" could impact this at all? That 1800 (30 minutes) in 84:14:08 seems tempting to change. If it's going to do this, it would be nice if I could have it come back in 5 minutes instead of 30.
RE: SV9100 - SIP trunk disconnects/issues