No Sip Connection - ASCOM Myco 3 Troubleshooting Manual

TROUBLESHOOTING GUIDE
Ascom Myco 3
6.3.2

No SIP Connection

Message
"No SIP connection" message indicates that the handset has successfully associated with an AP but it
cannot connect to the SIP PBX server. This may be because the application services are not running or the
services are running but the handset is unable to connect to the services due to faulty IP address
configuration.
1. Check IP address. On a handset go to Settings > system > About phone > Status > IP address and
inspect the value of the Phone IP parameter to see if the handset has an IP address.
− If using static IP addresses: Check that the settings are correct and that there is no IP conflict with
another device. Pay special attention to the value of "Default gateway" if the SIP PBX is on another
subnet or VLAN.
− If using DHCP-server delivered IP addresses: Check that there is connection to the DHCP server.
2. DHCP problems may also be the case if the there is no access to the DCHP server in a LAN that is
segmented using subnets or VLANs.
To test DHCP problem perform one or more of the following steps:
− Try to set the IP-address parameters manually. If access is restored it clearly indicates a DHCP
problem.
To exclude TCP/IP stack problems in the handset, ping the handset from a laptop. Find the handset's IP
address in Settings > system > About phone > Status > IP address.
• Use a laptop with a wireless card to see if the laptop receives an IP over DHCP.
• Use a wired connection to the same switched network/VLAN as the AP (or controller) is connected to, to
test if the laptop receives an IP address over DHCP.
• It is also possible to take help of a network administrator and try to ping to or from an AP or other device
to the DHCP server. If this is successful the DHCP problem is in the wireless part of the site.
• If a wireless sniffer is available, configure it for the correct encryption key and try to decode packets both
from and to the handset.
If the handset initiates the DHCP handshake function, the problem is that the AP isn't forwarding DHCP
offers or the wrong address is sent out. Check for the possibility that the WLAN internal DHCP server does
not work.
A common cause is that the VLAN/SSID/USER CLASS mapping is wrong and that the DHCP server cannot
be reached from the wireless side.
If the handset has an IP-address the problem is either in the Services setup or the SIP PBX is not reachable.
Major causes can be:
• Wrong IP address parameter settings for VoIP.
TD 93297EN / 19 December 2019 / Ver. B
Details
The SIP registration failed. Shown in case of server
problems and certification issues. This most
commonly happens because the PBX is busy or
because of an invalid IP address, or an invalid
certificate.
Troubleshooting Scenarios
47