Unstable SIP trunk on SPA9000, URGENT

[Eivind Jonassen]

Hi,

I´ve setup my first SPA9000 @ a customer. I´m having some difficulties though. Some times it´s not possible to dial outbound. According to the ITSP they see that the user try to dial out, but the call is disconnect from the SPA side. Any idea where to start troubleshooting??? According to a colleage of mine the company transfers large files over the DSL line. The SIP trunk is configured with QoS on rtp ports 30000-30030 towards the ITSP.

Please help me :)

Regards

Eivind

[Patrick Born · Accepted solution]

Hi Eivind,

Congratulations on your installation. The next one will be easier. :-)

If bandwidth is an issue, the call quality usually deteriorates and becomes choppy [jitter] but calls are seldom dropped for this reason.

Large downloads will not affect the SPA9000 Voice System, provided you followed the QoS steps etc. in the Installation Guide: https://www.myciscocommunity.com/docs/DOC-1749 starting on page 40

Be sure to verify that the main switch has QoS enabled. Verify that there is no upstream switch which may not have QoS properly configured.

You didn't mention the size of the installation. How many phones, SPA400s, PSTN lines, ITSP lines? Is auto attendant being used? Is SPA400 voicemail deployed? How many concurrent calls, AA, and vmail sessions when calls are dropped?

Are there any hung calls? SPA9000 web-ui > PBX status

Suggestions on troubleshooting this:

Look for patterns, when do calls get dropped, specific days of week, specific time of day, specific work load, etc.

Enable debug on the SPA9000 and check the logs for clues

Run Wireshark on the network between the SPA9000 and the ITSP where drops are experienced, check the traces for anomalies when call drops are reported.

Good luck,

Patrick

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[Eivind Jonassen]

Thanks Patrick,

Just a quick question:

Where/How do I enable debugs on the SPA9000??? Where are the logs located??

Regards

Eivind

[Patrick Born · Accepted solution]

Hi Eivind,

The https://www.myciscocommunity.com/docs/DOC-3032 describes logging and has a link to the syslog utility provided by Cisco [login required]

You can use any free syslog server available on the Internet if you prefer.

Regards,

Patrick

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[Eivind Jonassen]

Patrick,

The SPA9000 send registration messages to the ITSP, the ITSP is not receiving them, also we have connection problems to the http admin gui of the wrv200 router from time to time, seems to me like there's a HW failure on the router?!?

There's no hung calls, or problems internally, seems like there's a problem with the reregistration of the SIP line

Regards

Eivind

Some of the syslog msg when registering:

2009-05-28 12:20:04    Local0.Info    192.168.10.2    <010>
2009-05-28 12:20:04    Local0.Info    192.168.10.2    <010>
2009-05-28 12:20:04    Local3.Debug    192.168.10.2    [2]RegFail. Retry in 30
2009-05-28 12:20:34    Local2.Debug    192.168.10.2    RSE:GetServerAddrErr(ITSP,2)=-101
2009-05-28 12:20:34    Local2.Debug    192.168.10.2    TP:?Tx->0

2009-05-28 12:12:32    Local7.Debug    192.168.10.2    REGISTER sip:ITSP SIP/2.0<013><010>Via: SIP/2.0/UDP 192.168.10.2:5060;branch=z9hG4bK-2e46cde4<013><010>From: "" ;tag=488b62d4a6bb100bo2<013><010>To: "" <013><010>Call-ID: 29b53760-ab526347@192.168.10.2<013><010>CSeq: 23080 REGISTER<013><010>Max-Forwards: 70<013><010>Contact: "" ;expires=600<013><010>User-Agent: Linksys/SPA9000-6.1.5<013><010>Allow-Events: talk, hold, conference<013><010>Content-Length: 0<013><010>Allow: ACK, BYE, CANCEL, INFO, INVITE, NOTIFY, OPTIONS, REFER<013><010>Supported: x-sipura, replaces
2009-05-28 12:12:32    Local0.Info    192.168.10.2    <010>
2009-05-28 12:12:32    Local0.Info    192.168.10.2    <010>
2009-05-28 12:13:02    Local0.Info    192.168.10.2    [2]->0.0.0.0:5060(572)
2009-05-28 12:13:02    Local0.Info    192.168.10.2    [2]->0.0.0.0:5060(572)

Please HELP me ;)

[Patrick Born · Accepted solution]

Hi Eivind,

I don't see anything of much use in the syslog message. It's best to have the syslog server running when the SPA9000 boots and then supply the entire log file.

How do you know that the ITSP is not receiving the SIP REGISTER requests?

2009-05-28 12:20:04    Local3.Debug    192.168.10.2    [2]RegFail. Retry in 30

I see that this wasn't the first registration attempt

2009-05-28 12:20:34    Local2.Debug    192.168.10.2    RSE:GetServerAddrErr(ITSP,2)=-101
This could be a clue.

Did you sanitize the log information? The following in red does not look correct:

"<>USERNAME@ITSP>;tag=488b62d4a6bb100bo2<013><010>To: "" <>USERNAME@ITSP><013><010>Call-ID: 29b53760-ab526347@192.168.10.2<013><010>CSeq: 23080 REGISTER<013><010>Max-Forwards: 70<013><010>Contact: "" <>USERNAME@GLOBAL IP:5060>"

Check that the:

• SPA9000 is attempting to register with appropriate credentials based on what the ITSP provided
• Router has working DNS server IP addresses configured
• Router has next-hop / default gateway configured [can a PC on the LAN ping www.google.com for examle?]
• SPA9000 INTERNET port is being used and that nothing is connected to the SPA9000's ETHERNET port
• SPA9000 has correct Gateway, NetMask, and DNS server IP addresses

Regards,

Patrick

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[Eivind Jonassen]

Hi Patrick,

Thanks for your reply.I changed the adresses and user credentials :)

I talked directly with the support/tech guys at the ITSP, they couldn't see that the SPA was trying to register..

The router has internal adresses configured in the router page of the SPA9000, connected to a WRV200 router from the WAN port on the SPA9000 to LAN port of the router (switch in the middle). Clients are able to use the internet as normal.

SPA9000 setup

IP: 192.168.10.2/24

GW (WRV200): 192.168.10.1

DNS: 82.196.201.43, 82.196.193.143

I saw one line after a reboot though....

2009-05-28 13:54:19    Local2.Debug    192.168.10.2    RSE:GetServerAddrErr(odin.services.ipallover.net,2)=-101

Seems like it can't get the hostname resolved or something...

Regards

Eivind

[Patrick Born]

Hi Eivind,

It looks like there is either a config problem or a network problem.

I can't quite follow from the description, what the LAN looks like and how the SPA9000 is connected.

The fact that the ITSP never sees the SIP Register is a big clue that all is not well with the network config.

Just to reiterate:    :-)

• Do not use the SPA9000 as a router
• Only use the SPA9000's INTERNET port [do not connect or configure the ETHERNET port]

Please send me [paborn at Cisco.com] your SPA9000's config for analysis: https://www.myciscocommunity.com/docs/DOC-3027

Regards,

Patrick

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[Eivind Jonassen]

Patrick,

I've sent you the files

Thanks,

Eivind

UPDATE:

Patrick,

Seems like we've found the problem. Found a guide :

SPA9000_Voice_System_V6-1_AG_NC-WEB_200809.pdf

Had to make a change in the config of the SPA from page 50 with NAT issues (we hadn't set ip up ;) ) also the firewall and sip on page 54.

At least everything is up and running again, let you know in a couple of days if the issue on registration remains.

Regards

Eivind

Message was edited by: Eivind Jonassen

[Patrick Born]

Eivind,

Great news. Thanks for letting me know.

Regards,

Patrick

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[Eivind Jonassen]

Patrick,

We still have som issues with calls being dropped. Did some troubleshooting today and the DSL line seems to be the issue, upstream was only 100K/bit on the 4Mbit SDSL line. So no wonder that the calls were beeing dropped. I´ll keep you posted.

Regards

Eivind

UPDATE:

Also changed the router from a WRV200 to WRVS4400. I´m never going to use the WRV200 again LOL, the 4400 has a much richer configuration :)

Message was edited by: Eivind Jonassen

[Patrick Born]

Good troubleshooting. Thanks for letting me know.

Regards,

Patrick

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[Eivind Jonassen]

Patrick,

The DSL line was fixed last monday. The trunk has been stable since the fix :)

Since we also changed the router to a WRVS4400, we now have setup the QoS with Rate Control instead of Priority as well.

Thanks for your help on this, learned alot ;)

Regards

Eivind

[jfloreszak12]

who is your ITSP? I am considering getting this setup for our small office that does not want to pay for a UC520 or CME?  I know you can use the SPA 400 for POTS lines, but i would like to use the internet for Voip services.