engin.com.au with Orcon as ISP

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bp1000

18 posts

Geek

Topic # 66401 18-Aug-2010 14:53

Hi,

I have a customer who uses engin voip as a broadband customer of Orcon. Everything was working fine, and then one day it stopped (no dial tone, no inbound or outbound calls). After some local diagnostics, we contacted engin support, who after much effort but no success pronounced the Engin Voice Box (Linksys (Sipura) SPA-2000) faulty. So, another box was sent (Linksys SPA-3102). Much more effort from Engin support, but still no success. In both cases, box tries to register but fails

As a workaround suggested by Engin, we installed and configured X-Lite. All good. Registers almost immediately, and functioning as expected.

As a further test, I took both engin boxes to my site (Vodafone/ihug broadband), and they both work as expected on plugging them in to my network.

Lots of port forwarding, DMZ, etc was tried on my customer's router at the behest of engin. I did not need to make any changes to my site's router configuration. I have since tried the same model router as mine at his site, but still no joy.

I'm thinking that possibly Orcon is somehow to blame, and was next going to engage their support team. The fact that on my customer's site, x-lite works but the hardware box doesn't is confusing.

Anyone have any further suggestions before I engage Orcon?

maverick

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Reply # 369350 18-Aug-2010 15:00

It's purely a config issue the fact that xlite works and your 3102 dosn't confirms that, Nothing to do with Orcon, probaly more likely a natting issue somewhere.

The provider is the best person to assit with their config.... I'm guessing they have a Aus number,

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bp1000

18 posts

Geek

Reply # 369460 18-Aug-2010 18:21

maverick: It's purely a config issue the fact that xlite works and your 3102 dosn't confirms that, Nothing to do with Orcon, probaly more likely a natting issue somewhere.

The provider is the best person to assit with their config.... I'm guessing they have a Aus number,

Thanks for the comments maverick. I'm open to listening to all advice.

Firstly to address your last paragraph. We have dealt with the provider (Engin) until we have beaten each other to a standstill.

As to your first para, I'm not going to say you're wrong...but I'm not going to say your right. The fact that I have successfully connected with the Engin box at my site (Voda/ihug), but this fails at my customer site (Orcon) could be taken as proof that the Engin box config is correct. Having used my ADSL router at both sites (with the only difference the ADSL login userid and password), then I could say Orcon is doing something different to Voda that blocks the engin box from registering. Really what this seems to indicate to me is that Orcon is the next link in the chain to check.

Yes, I agree that x-lite working at my customer's site when the Engin box doesn't points to a config issue with the Engin box. However, the Engin box was working fine, and then stopped working. We could still connect to its internal webserver, check the status, change config etc. It just wouldn't connect. I know my customer didn't change any config, as the Engin box config was protected by a password he didn't know, along with his ADSL router. Engin said they didn't make any config changes either. We then went through a very detailed process with Engin troubleshooting the configuration of both the voice box and the router, which also included increasingly senior levels of their support staff before they ran out of things to try and said the box must be faulty. Then the brand new box arrived and wouldn't connect either. After another exhaustive, but ultimately unsuccessful round of troubleshooting, they offered to send out another box, but that was when I decided to try the engin boxes at my site. At the least their success at my site shows they are not faulty and do have a working config.

I'm looking to engage Orcon as everyone else has run out of ideas. Maybe running some packet traces can show why the x-lite softphone connects while the voice box doesn't.

maverick

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Reply # 369473 18-Aug-2010 19:00

You could say I have a little bit of experience in this area, when I say config it will be around how your natting from the 3102 and how the SIP packets are being passed through the router, there a number of options for this... are you using stun ? static port mapping ? etc

The first thing you need to do if your provider doesn't have the tools to diagnose whats happening with the users registration is to get a packet capture, but because it's dsl you probably wont see the WAN side and can only do it on the wan interface on the 3102, your ITSP if it had good diagnostic tools would be able to show what it sees and what it responds with, the SIP trace will pretty much tell you whats going on.

But I will lay odds it's natting with the 3102 and not Orcon blocking SIP... but then again since Orcon is your provider feel free, if you manage to get a registration message post it here and maybe someone form Orcon can point you in the right direction .... good luck

Forgot to add we have a number of custys using Orcon as the ISP and using our VoIP service so I would be pretty confident that Orcon are not blocking SIP

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bp1000

18 posts

Geek

Reply # 369567 18-Aug-2010 21:43

Maverick, not questioning your experience in this area. It's the opposite, getting my knowledge up to a level where it all makes sense to me.

You say it is to do with natting from the 3102 and how the SIP packets are being passed through the router with a number of options for this.

What confuses me is that using the 3102 (or the 2000 for that matter) with my router (Dlink DSL-G604T) at my site (Voda ISP) I have a working solution. I have made no specific changes to my router to allow SIP packets to be handled (no port forwarding etc). When I take the 3102 and my router to my client's site (Orcon ISP), change the router ADSL logon details, it doesn't work. I'm not changing the config in any other way (well not explicitly, though the 3102 and router may react to a different environment (different IP,...)

If it is a 3102 natting/router SIP packet passing issue, why does it work at my site, but not at his.

If you can explain this to me, then I can start to grok where your coming from. I don't expect that Orcon block SIP either, but I'm having a hard time coming to grips with a working solution at my site not working at my customers. I'm hoping you can make clear to me why that could be.

Chrizvi

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Reply # 369632 19-Aug-2010 01:35

I had this issue before. For some reason it just keep failing to register even though the account is good. What I did is change the sip port to something else ie from 5060 to 5061. Try that.

maverick

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Reply # 369640 19-Aug-2010 06:26

bp1000: Maverick, not questioning your experience in this area. It's the opposite, getting my knowledge up to a level where it all makes sense to me.

You say it is to do with natting from the 3102 and how the SIP packets are being passed through the router with a number of options for this.

What confuses me is that using the 3102 (or the 2000 for that matter) with my router (Dlink DSL-G604T) at my site (Voda ISP) I have a working solution. I have made no specific changes to my router to allow SIP packets to be handled (no port forwarding etc). When I take the 3102 and my router to my client's site (Orcon ISP), change the router ADSL logon details, it doesn't work. I'm not changing the config in any other way (well not explicitly, though the 3102 and router may react to a different environment (different IP,...)

If it is a 3102 natting/router SIP packet passing issue, why does it work at my site, but not at his.

If you can explain this to me, then I can start to grok where your coming from. I don't expect that Orcon block SIP either, but I'm having a hard time coming to grips with a working solution at my site not working at my customers. I'm hoping you can make clear to me why that could be.

mmmhh ....how to explain it, well in a way that’s difficult as I can't show you what’s happening on this actual example, it's experience and the explanation of what you are telling us tells me that the issue is with the setup , I have seen it so many times, the difference is in our Network I can tell you what I'm seeing on the network side here’s an example, you believe all is setup correctly and that the device is sending out on port 5060

Now here’s an example of a device that is also sending out on 5060 but the nat through the router changes the port to 46302 why ? 1. because some routers think they can do Sip Fixup and 2. I have no idea

, we send back to the natted port 46302 but know that the device is actually living on port 5060 at IP 192.168.1.220 and format the Sip message appropriately to cover this and rely on the router to nat correctly back to the device so it needs to format the Sip message from the other side of the router…. I believe here is your Issue !

If the ITSP had some the right tools they should be able to check what’s happening , all my cutsy support people have access to se this info with our customers to assist them wit these types of issues as they are common but easy to work with when you have the right info,

So that’s my explanation and I thinks it's purely the device router setup in that location, it may be the same model of router but there could be a number of reasons, different config, different firmware, why it's doing it no idea as I'm not actually working on the fault…. I will leave that to their increasing levels of Senior support staff... sorry thats a little to smug but I have to have a poke at the opposition now and then other wise I would go nuts

----------------------------------------
Timestamp     : 06:04:22.301 2010-08-19
Direction     : RX
Remote IP/Port: 117.xxx.xxx.xxx/46302
Local IP/Port : 58.28.xxx.xxx(vx2)/5060
Transport     : UDP
----------------------------------------
REGISTER sip:pan.wxnz.net SIP/2.0
Via: SIP/2.0/UDP 192.168.1.220:5060;branch=z9hG4bK5f264f2d;rport
From: ;tag=as4d2f8940
To:
Call-ID: 52a3a2cf47bbb2bd059233c1269b4d0e@127.0.0.1
CSeq: 25139 REGISTER
User-Agent:
Max-Forwards: 70
Expires: 120
Contact:
Event: registration
Content-Length: 0
----------------------------------------

----------------------------------------
Timestamp     : 06:04:22.307 2010-08-19
Direction     : TX
Remote IP/Port: 117.xxx.xxx.xxx/46302
Local IP/Port : 58.28.xxx.xxx(vx2)/5060
Transport     : UDP
----------------------------------------
SIP/2.0 200 OK
From: ;tag=as4d2f8940
To: ;tag=729314572-1282154662319
Call-ID: 52a3a2cf47bbb2bd059233c1269b4d0e@127.0.0.1
CSeq: 25139 REGISTER
Via: SIP/2.0/UDP 192.168.1.220:5060;received=117.xxx.xxx.xxx;branch=z9hG4bK5f264f2d;rport=46302
Contact: ;q=0.5;expires=180
Allow-Events: call-info,line-seize,dialog,message-summary,as-feature-event
Expires: 180
Content-Length: 0
----------------------------------------

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maverick

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Reply # 370122 20-Aug-2010 06:09

How did you go with this BP100 any joy yet ?

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muppet

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Reply # 370132 20-Aug-2010 07:02

Make sure you haven't left an ALG turned on on a firewall somewhere. Those things always bust up horridly.

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bp1000

18 posts

Geek

Reply # 370143 20-Aug-2010 07:32

maverick: How did you go with this BP100 any joy yet ?

Hi maverick, my client's fairly busy at the moment, so I haven't had the opportunity to get time at his site.

I'll definitely report back here with progress.

bp1000

18 posts

Geek

Reply # 438632 12-Feb-2011 16:43

My client recently made a business trip back to Australia, so I convinced him to take along the Voicebox and connect it to the internet from an Australian location. If it connected, then hopefully the config would be updated and then when back in NZ, it might work again. If it didn't connect, then at least he could engage Engin as he was connecting from Australia.

His connection and use of VoIP in Australia was successful, so there was no need to contact Engin. When he returned to NZ, the Voicebox now works on his Orcon connection.

He wasn't able to test the Voicebox on Orcon before going back to Australia, so I'm not sure if connecting it in Australia managed to update it so it worked in NZ, or whether other network changes had occurred and it would have worked here in NZ before going to Australia. He had quite liked X-Lite, so the Voicebox was sitting disconnected in the corner of his office for the last few months.

I previously had the Voicebox working at my site here in NZ, but that had not enabled it to work when returned to his site.

Anyway, he is back up and running. I'm still peeved as I don't know what the problem was and how it was fixed, but the end solution is what we both wanted.

maverick

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Reply # 438659 12-Feb-2011 18:46

Good to know that it is up and running, would lay odds on my original theory and it was due to natting / firewall locally causing the issue, thanks for giving us an update.

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