Make sure they disable any ALG "helpers" in their firewall. Make sure, if youre multihomed that in/out arent asymmetric, i dont know why, but this periodically has caused issues for sip that interface looks similar to goto have the it guy give the phone a completely unrestricted policy for testing he will say "we didnt change anything". fuck him. if theyre defaulting, theyre probably also pulling current FW down. We ran into a timebomb issue where broadcom had made some change to their services and they only applied when a session was terminated and restored, some PBX, this was months/years later. They have an IT guy, have him send you the failures that are occuring. not descriptions, but actual diagnostic data, its his job, theyre literally paying this mope for it. Dont spend time helping people with their SIP issues, I do it too often
On Wed, May 3, 2023 at 10:48 AM Darin Steffl <darin.ste...@mnwifi.com> wrote: > This is really simple. If they can ping the internet or do anything else > that requires internet at the same time the phones show offline, it's not > your problem. They should be contacting their phone provider. > > Their voip provider can provide them host names to ping or trace to in > order to troubleshoot. If you don't sell the voip, you shouldn't be > troubleshooting it aside from making sure your network ping, jitter, and > packetloss are normal. > > On Wed, May 3, 2023, 8:13 AM <dmmoff...@gmail.com> wrote: > >> I’m trying to help a customer with their Yealink phones. Their provider >> is Zoom. >> >> I’m 99% sure this is not my problem, but I’m chronically too nice to >> people so I’m helping anyway. >> >> >> >> So apparently when they go to dial out they’ll get a message on the >> screen saying “Forbidden”. I’m not sure if there’s more to the message >> because I only know what they’re telling me. When this starts happening >> their IT guy says the phones show up as “offline” in whatever management >> portal they’re using. They factory reset the phone, it reprovisions, shows >> up as “online” in their portal and works again for some period of minutes >> or hours and then does the same thing again. I asked if a simple reboot >> works, but the IT guy says they factory reset instead of reboot because >> it’s so easy to do 🙄. >> >> >> >> They point at me because the phone is “offline”, and they’re tying it to >> network maintenance that was done on Monday morning, but their story is not >> totally consistent about what day it started. May have been Monday, may >> have been last week, depends who you ask. I’ve taken packet captures and I >> can see the supposedly “offline” phone talking on port 443 to an AWS server >> (I assume provisioning server) and talking to Zoom on port 5091. That’s >> all TLS/SSL so I can’t see the messages, but they’re definitely still >> talking to the mothership when they’re reported as “offline”. They also do >> other normal stuff like DNS queries, NTP sync, and normal LAN chatter like >> CDP, ARP, etc. I also checked for packet loss to the phones and there’s >> none/negligible loss. So I’m telling these guys your phones are 100% >> definitely *not* offline. I told them they need to check with Zoom to >> see what application layer messages are happening, because due to the >> encryption I don’t have a clue, but I’d wager the carrier is sending back a >> 403 Forbidden for some reason. >> >> >> >> Below is a screenshot of his management tool (customer name blocked >> out). I don’t recognize it, maybe one of you all does. >> >> In the meantime I’m wondering if the collective has seen something like >> this with Yealink and/or Zoom. Any wild-ass guesses? >> >> >> >> -- >> AF mailing list >> AF@af.afmug.com >> http://af.afmug.com/mailman/listinfo/af_af.afmug.com >> > -- > AF mailing list > AF@af.afmug.com > http://af.afmug.com/mailman/listinfo/af_af.afmug.com >
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