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Remote IP Feature Phone Installation Manual
Troubleshooting
The purpose of this section is to assist you with issues you may run into while troubleshooting the
Remote IP Feature Phone. One of the most important things to remember is that you need to isolate the
problem as soon as possible so you know who to get involved to assist you in reaching a resolution.
The most frequent question you will get from your customer, or you may have yourself is: "Is it the phone
system, or the network that is the problem?" This section will also help you answer that question.
Troubleshooting tools
These will allow you to better troubleshoot and narrow the issue down to a network issue, or a phone
Issue. If possible, these tools should go in your tool kit you take to the job site.
• Esi-Tools
• A cable certification instrument
• An extra hub and switch
• An extra router
• Extra Cat-5 patch cords — straight-through and a cross-over cable
Troubleshooting scenarios
• One Remote IP Feature Phone is not connecting to the IP PBX.
– If there is a firewall or proxy server check to make sure that the UDP Port for that phone, and for
the IP PBX is open for both incoming and outgoing traffic.
– If the router is using NAT ensure that the UDP ports on that router are all open.
– Check to see if you can PING the router and another host on the network the Remote IP Feature
Phone is on. If the PING is not successful, it is a network issue.
– Check programming to make sure you have enough remote talk paths open.
– Run TRACERT from the network the Remote IP Feature Phone is on. What is the next hop after
the local router? Is it a private IP address? If so, the phone will not work and the network will have
to be either moved to the first level private network or moved to a public IP address range.
• None of the Remote IP Feature Phones are connecting to the IP PBX.
– If there is a firewall or proxy server check to make sure that the UDP port for the IP PBX is open
for both incoming and outgoing traffic.
– If the router is using NAT, ensure that the UDP ports on that router are all open.
– Check to see if you can PING another host outside of the network the IP PBX is on.
– Check programming to make sure you have enough remote talk paths open.
– Check programming to make sure the Remote IP Feature Phone has been programmed correctly.
Check the MAC address, IP address, UDP port, and gateway addresses to make sure they are
all correct.
– Run TRACERT from the network the IP PBX is on. What is the next hop after the local router? Is it a
private IP address? If so the IP PBX will not work with the Remote IP Feature Phone and the network
will have to be either moved to the first level private network or moved to a public IP address range.
Troubleshooting
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