Topic: Samsung ITIP-5121 handset/OfficeServ 7400 Network Connect problems

[KDLange]

We have an OfficeServ 7400 system that has been experiencing frequent Network Connect errors on our handsets.  The handset will reconnect after a minute or two, but you never know when it will happen.  It doesn't happen to all of the handsets at the same time. So far we have rset the system, replaced the MGI64 card, reset the IP address of the system.  The other components of the phone system seem to be working fine, and the phones that are not in Network Connect mode are working fine.

I believe our tech support/vendor is about to recommend a main processor replacement.  Is that the best course of action and what is the probablility that this will fix our problems?

Thanks in advance...

[Marc Haycook]

Hi Ken,

Sorry you are having problems. When this happens, is the user still able to pass traffic from their workstation across the network?

[KDLange]

Hey Marc,

Thanks for the quick reply.  Yes, all other network functions connected to the phone work fine.

[Marc Haycook]

Can you use the Installation Tool software to log into the system and look at the log? I'll send you a PM with my email address. Send me the log and I will take a look at it for you.

[Marc Haycook]

I forgot to ask... is this happening at both sites or just one of the sites?

[KDLange]

I can use the Installation Tool to connect and get to the log.  It is only happening in one site.

[matherton]

Are the IP phones on the same network/subnet as the MP40 or are they outside a firewall?

[KDLange]

They are on the same subnet.

[Marc Haycook]

I looked over the log and it doesn't reveal what's causing this to happen. Hopefully Marty has an idea.

[KDLange]

Update from this afternoon.

We will be replacing the MP card, and then there are two additional cards that will be on-hand (forgive me, I don't know what they are) and we will replace cards until the problem goes away.  I am hoping the MP card does it.  I will let you know what the final solution is.

Thanks Marc!

[Marc Haycook]

If swapping out the MP40 doesn't correct the problem, I would suggest changing the cabinet instead of other cards. The phones communicate with the MP40, so it's unlikely changing any other cards will resolve the issue. I guess it could possibly be the LCP, but I doubt that would case the problem you are seeing.

What version of software is the system operating on at this time?

[KDLange]

I will keep that in mind as we work on the problem this morning...thanks!

[matherton]

Possible on the cabinet, tho with the IP side it likely doesnt have any backplane connectivity (unlike TDM where the backplane is 100% inter-card comms), since the MP40 will be handing out control and update instructions directly on the network port to the IP sets. 

I've seen issues using 'some' older Linksys and 3com network switches on Samsung systems, where there is intermittant issues...  Another thing to consider.

I'd be looking at doing some extensive wireshark testing to see if any traffic on the MP40 is being blocked or re-routed using router/vlan programming on managed switches (without seeing what they have for network set up i'm pulling straws).

Marty

[KDLange]

Update.  So far we have been running fine for about 36 hours.  We didn't do anything.
We have HP/3Com Smart Switches and I have already checked/changed locations with the ports earlier to no avail.
We have an MP card standing by in case problems surface again, but so far it just seems to have fixed itself.
The most aggravating type of problem.

[matherton]

do you have the phones on a separate vlan in the smart switches or is it all open on the same subnet - no segregation at all?