Hi! I am new to the forums, and currently stumped. Please let me know what other information I can provide in this post to better clarify or help get to a resolution quickly.
My company is based across the US. Many of us remotely connect using CUCM (MRA phones) with the 8800 series. We use both 8845 and 8865 phones in the remote settings. This issue applies to both, so both of these phones will be listed as 'device' in scenarios. We have off network remote phones and on network phones. This only occurs with remote set ups. Though inconsistent in behavior, here is the best way to describe the process of what occurs in a couple different scenarios:
User 1 receives phone. Successfully connects in a training facility, and CUCM registers their name/data/extension, and establishes an IP and connects to the server and service domain.
User 1 takes phone home to home network. User 1 will directly connect the first port with a cat5 or a cat6 ethernet cable either directly into their modem/router combo, or their router.
User 1 is able to obtain IP, CUCM data, and user can make remote calls with on network extensions/users and remote SIP telephony calls. Phone successfully identifies in the modem's MAC table both with the listed mac address accurate to the hardware, and the device is registered as ONLINE, as well as retaining an IP within the subnet of the remote user's home network.
User 1's home network receives OTA update/power loss/loss of connection due to ISP/random event, and then the device registers as offline. MAC table recognizes the device's correct address and retains as it should, but it is stuck as OFFLINE. At this time, the ethernet is still connected.
User 1 uses the second port for computer/internet access with ethernet connection. Due to the internal switch capabilities of the device, the phone cannot gather an IP, but the attached computer has access to internet.
- Issue does not resolve when power cycling modem/router combo or modem and separate router.
- Issue does not resolve when reseating ethernet cable OR replacing cable.
- Issue does not resolve when ISP remotely resets modem or user self resets modem (reset =/= factory reset).
Workaround: user must call IP to factory reset the entire network/modem (creating new SSID, password, reconnecting devices, as if it is a brand new set up) in order to clear the MAC table. Device is able to reconnect once it is cleared from MAC table, until another service interruption occurs once more.
User 2 receives phone. Successfully connects in a training facility, and CUCM registers their name/data/extension, and establishes an IP and connects to the server and service domain.
User 2 takes phone home to home network. User 2 will directly connect the first port with a cat5 or a cat6 ethernet cable either directly into their modem/router combo, or their router.
User 2's modem/router gateway will register the MAC address of the device as OFFLINE immediately, and not establish an IP. System information here reads blank on IP settings.
User 2 uses the second port for computer/internet access with ethernet connection. Due to the internal switch capabilities of the device, the phone cannot gather an IP, but the attached computer has access to internet.
Workarounds for User 2 branch:
User 2 receives replacement phone (8865) with wifi set up capabilities. No direct ethernet connection is attempted, and is set up on wifi. User 2 can successfully achieve IP/CUCM data/etc.
OR
User 2 calls ISP and factory resets the device, clearing the MAC address table. No direct ethernet connection is attempted, and is set up on wifi. User 2 can successfully achieve IP/CUCM data/etc. on phone, as well as utilize secondary port for ethernet connection to the computer.
User 3 receives phone. Successfully connects in a training facility, and CUCM registers their name/data/extension, and establishes an IP and connects to the server and service domain.
User 3 takes phone home to home network. User 3 will directly connect the first port with a cat5 or a cat6 ethernet cable either directly into their modem/router combo, or their router.
User 3 is able to obtain IP, CUCM data, and user can make remote calls with on network extensions/users and remote SIP telephony calls. Phone successfully identifies in the modem's MAC table both with the listed mac address accurate to the hardware, and the device is registered as ONLINE, as well as retaining an IP within the subnet of the remote user's home network.
User 3's computer that is attached to the second ethernet port on the back of the device cannot establish an IP from the DHCP server and cannot access the internet.
Troubleshooting attempted via modem/router and phone settings (all failed so far):
- Set static IP on phone
- Set static IP on phone, attempted port forwarding using 5060 and 5061 port with static IP address, TCP/UDP connection
- Placed device in DMZ
- Turned off firewall for gateway entirely (least safe option, still does not work)
- Disabled SIP ALG and set security to OPEN in Netgear router settings (not all routers have this)
- Ensured ISP supported VoIP/SIP (obviously do since they can connect wirelessly)
- ISP confirms no ports or services are blocked as a standard (they could be misinformed or lying anyway)
- Tested on multiple routers and network types (including the newer mesh systems)
Typically affected more frequently on Netgear Nighthawk set ups (has been an 90% first time failure, similar to User 2 scenario) but has been seen on Panoramic Cox wifi modem/router combos (several generations/models), Arris Surfboard SB6183, Netgear N6300, and Google Mesh wifi.
Overall behavior: Something is happening to these devices that are hardwired and the home network receives any sort of service interruption. It doesn't seem planned/getting logs have been inconsistent in contents, and even with all the devices listed above as potentially incompatible, some users (user 4) are able to connect both devices with a wire, experience disruptions, and never have issues, ever.
Any ideas?
