[WXC/VFX] No dial tone after hang up...need to power off WAG54GP2 to re-establish link (sometimes)

Forums › One NZ (including Farmside) › [WXC/VFX] No dial tone after hang up...need to power off WAG54GP2 to re-establish link (sometimes)

pulsta

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#13693 24-May-2007 10:13

Hi,

I was wondering if anyone else has the same problem as me.

On Tuesday night I ring a friend in OZ but hang-up before the call was connected as my friend did not answer. Nothing strange with that, but then I go to redial but no dial tone!! I try again in a couple of minutes and again no dial tone!

I go downstairs to my WAG and power it down (using the button on front), which usually works but did not on this occasion, so I try again but to no avail, so I leave it.

I get back home yesterday afternoon and my flatmate encounters the same problem which he tried to fix by powering down the unit in the same manner....I try it again but this time take out the power lead at the back of the WAG and am up and running again in a couple of minutes.

Any ideas what's happening here as this is frustrating and very annoying to say the least!

I have rung support but they failed to get back to me with an answer.

Cheers

Kerry.

grant_k

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#72041 24-May-2007 11:03

I had a similar problem a few weeks back when our internet connection was acting up so I had been changing cables around etc.

In my case I have a separate ATA (phone adaptor) and it wasn't giving any dial tone. But all other internet functions e.g. web browsing and e-mail were working perfectly. So I called Xnet tech support and the first thing they suggested was to restart my router, preferably by power cycling. Because the other internet functions were working OK, I hadn't thought to do that, but it fixed the problem sure enough and I felt like a right wally for not thinking of that myself

So the motto is... If in doubt, restart your router by power cycling.

That should fix any problems of this nature, but if it starts happening frequently, something is wrong and needs to be investigated further. In your case, it could have been caused by an ADSL connection failure after which your router didn't re-establish the tunnels for VFX.

There is quite a complicated sequence of handshaking that goes on between your phone adaptor (built into the WAG) and the servers at WxC's end. Usually both ends can get into synch. with each other after an outage, but not always. The only sure-fire method is to power cycle your router.

maverick

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#72044 24-May-2007 11:20

Hi Kerry,

2 things, I have checked our ticket system and don't see an open ticket for this at present ,

Now looking at the 4 calls made yesterday they all look as they should have hung up correctly, what I see is the correct hangup message (Bye and Acknowledgment) for all 4 calls.

Now could you check a couple of things please, when this happens if you check the Voice Status page on the router what does the Line 1 Hook State and Registration state say, they should say Registered and on hook if the phone is not picked up and Off hook when you pick up the phone, dial tone will only be there if the line state is registered,

possibly it could be a hardware issue as this is not normal behavior , but if you could supply that info when it happens again we can start from there

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pulsta

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#72052 24-May-2007 12:02

First of all Grant17 and maverick thanks for your quick replies...appreciated :)

Next time this happens I will do as per your instructions maverick as indeed this is not normal behavior.

So unless this fixes itself you will be hearing from me sometime soon.

Cheers

Kerry.

chchmjr

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#72060 24-May-2007 13:42

I have a similar problem. My DSL circuit is prone to repeated disconnects (various calls logged with WXC). I am in the habit of checking the PAP2T for 3 lights every morning. Is there any way of making the ATA more robust in handling disconnects? Currently the reliability is not good enough to risk going nDSL and voip only.

Michael

Niel

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#72061 24-May-2007 13:51

My WRTP54G is running significantly cooler since I've placed it upright (i.e. PCB vertical) which helps a lot with convection cooling. As an electronic engineer I understand why these things are running hot, and that can definately cause these kind of odd behaviours.

I suggest you leave it as is and do the checks next time it happens, then see if the WAG can be mounted upright to see if that helps (i.e. don't introduce a change else you might not be able to replicate the problem or might introduce a different problem).

Last night for the first time I had an instance of dialing a number and not getting a ring tone (but I have made only about 8 calls in 2 weeks). In my case I think I was hitting the numbers too fast and the exchange did not pick them up correctly. I simply dialed again and it worked fine. In my case there was no need for a reset, so I suspect I was too quick and the exchange did not detect the pause between "0" and "0" for an international call.

You can never have enough Volvos!

maverick

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#72064 24-May-2007 13:53

this would be completely different situation , my first suggestion for you is to put your pap2 on a static IP address if it's not already , as the device tries to phone home to check it's connection every few minutes, if your router is disconnecting it may be also blocking the keep alive messages for some reason,

also just did a check, it looks like your device is been up for almost 15 days , is this what your status page shows ?

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maverick

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#72071 24-May-2007 14:23

also if you already have it on a static 192.168.1.64

can you also make sure you put in the dns entry as well,

Let me know what you have , some routers do mess a little bit with sip packets so we can take a look if the unit is off line, when it does go off line just let us know the date and time and we can take a look to see if anything strange is happening, I also made a small change to your device to see if this has an improvement for you.....let me know how you get on and the other info if you wouldn't mind when you get a chance

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chchmjr

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#72126 24-May-2007 19:38

In that 15 days I would have lost internet connection 20-30 times. In that time the PAP2T would have failed to re-register about 3 times (power cycling the WAG54G would sort things out). I got the WXC Help Desk to reset the port in the Telecom exchange - that made a huge difference, down to 5 disconnects in 48 hours. I never reset the PAP2T.
Tonight I changed the PAP2T to static IP and tested by unplugging the Telecom line from the router. The PAP2T went into a 30 sec cycle trying to re-register. As soon as the router was re-connected the PAP2T stood up so things are looking good.

Thanks for your help Maverick

grant_k

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#72131 24-May-2007 20:39

chchmjr: Tonight I changed the PAP2T to static IP and tested by unplugging the Telecom line from the router. The PAP2T went into a 30 sec cycle trying to re-register. As soon as the router was re-connected the PAP2T stood up so things are looking good.

In both of my sites that run VFX, I have the ATAs running on Static IPs. It's a good practice with any piece of equipment that is permanently attached to the network. After a recovery from some sort of outage, anything on a Static IP is ready to go immediately whereas other nodes that are on DHCP-assigned addresses have to wait for the server to assign them fresh leases on their respective IP addresses, even if those addresses are unchanged from the status quo which existed before the outage.

If you have a WiFi-equipped laptop which is set to use DHCP (as most of them are) you will see it display "Acquiring IP address" during this phase, and sometimes it can take several seconds to get going. This process is great for laptops which can roam between networks, but it adds several more steps to the recovery/bootup process and therefore, more possibility of things going wrong.

"Use DHCP" is the default mode for most consumer-grade network equipment and it is certainly handy to get things going quickly in this mode. However, once a suitable network addressing scheme has been worked out, all fixed pieces of equipment such as Network Printers (with an IP address), WiFi Access Points, VoIP Gateways/ATAs and ADSL modems should be assigned to a Fixed IP address. In my case, I set all Desktop PCs to Fixed IP addresses as well because this enables the Port Forwarding settings used in my various routers to be set up once and left alone. If everything was on DHCP-assigned addresses, those devices could move to different addresses after any Power Outage which affected the router.

pulsta

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#72470 28-May-2007 09:44

Hi guys,

I thought I would relay what happened to me Friday night in the hope that someone maybe able to help.

Problem log:

approx. 9:10 pm 25/05

Phone dies in the middle of a conversation!...internet fine...logged into router 10mins later to check Voice Status page, when I clicked on the VOICE option the router resets itself!...after boot up everything is fine again.

approx. 9:40 pm 25/05

Router looses connection to the net.

Im not sure why this happened, maverick are you able to check the logs please?

Thanks

Kerry

grant_k

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#72479 28-May-2007 10:14

pulsta: ...logged into router 10mins later to check Voice Status page, when I clicked on the VOICE option the router resets itself!...
...Router looses connection to the net.

Hi Kerry,

These two occurrences (particularly the first one) make it pretty obvious that your WAG54GP2 router has a fault. It is crashing in a random fashion by the looks of it, although the problem seems to be exarcerbated by network activity such as:

1) VoIP traffic
2) Use of the HTTP server when you log in to the router

The root cause could be heat related or it could be an intermittent fault on the router's circuit board, or within the router's firmware.

If you can feel any significant heat coming out of the router, you could try mounting it vertically in a position well away from other heat generating devices and see if that makes a difference. Another thought is:

Do you have a microwave oven or other source of strong RF signal nearby?
If so, then move the router some distance away.

If neither of the above suggestions help, then you should return your router to the supplier and ask for a new one.

Your experience further confirms my belief that it is better to have separate VoIP devices such as PAP2T or SPA2102 so that you don't have so many functions inside the one box. That way it is easier to eliminate the cause of any problems.

I hope that helps.

Cheers,
Grant.