Author Topic: Samsung ITIP-5121 handset/OfficeServ 7400 Network Connect problems (Read 7726 times)

KDLange · « **on:** December 31, 2012, 03:03:58 PM »

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 · « **Reply #1 on:** December 31, 2012, 03:15:41 PM »

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 · « **Reply #2 on:** December 31, 2012, 03:17:52 PM »

Hey Marc,

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

Marc Haycook · « **Reply #3 on:** December 31, 2012, 03:22:07 PM »

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 · « **Reply #4 on:** December 31, 2012, 03:24:14 PM »

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

KDLange · « **Reply #5 on:** December 31, 2012, 03:25:34 PM »

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

matherton · « **Reply #6 on:** December 31, 2012, 04:40:29 PM »

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

KDLange · « **Reply #7 on:** December 31, 2012, 04:50:27 PM »

They are on the same subnet.

Marc Haycook · « **Reply #8 on:** January 02, 2013, 04:01:03 PM »

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

KDLange · « **Reply #9 on:** January 02, 2013, 04:03:45 PM »

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 · « **Reply #10 on:** January 02, 2013, 07:06:13 PM »

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 · « **Reply #11 on:** January 03, 2013, 09:02:39 AM »

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

matherton · « **Reply #12 on:** January 03, 2013, 03:28:55 PM »

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 · « **Reply #13 on:** January 03, 2013, 03:33:32 PM »

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 · « **Reply #14 on:** January 03, 2013, 07:43:14 PM »

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?

Marc Haycook · « **Reply #15 on:** January 03, 2013, 08:38:59 PM »

If I remember correctly, there are two separate networks. The phones are set with Static IP's and the data network is DHCP.

I put the system in five years ago when I worked for my previous employer. It took a couple of days to manually setup each phone for both of their locations.

KDLange · « **Reply #16 on:** January 04, 2013, 08:05:41 AM »

So far we have not had any problems for the past 60+ hours. The phones are manually set to static IPs on one subnet and the rest of our network devices use DHCP or static addresses on a different subnet.

matherton · « **Reply #17 on:** January 04, 2013, 07:59:22 PM »

OK, so what did you do to make it stop failing in the end?

KDLange · « **Reply #18 on:** January 05, 2013, 08:29:14 AM »

Nothing. We did nothing. We were going to swap out the MP card, but by the time we got it here, the system had been working fine for about 24-36 hours (see earlier replies in this thread) and we opted to hold the card and do nothing and see what happened. So far, it is just working. They did switch out the MGI64 card and changed the IP address of the system, which meant reprogramming all the phones, but it dropped out a few more times after that before it settled down and fixed itself. I know it didn't fix itself, but whatever the problem was, it seems to have gone away. We are standing by and ready to swap out the MP card if the problem resurfaces.

Thanks!

KDLange · « **Reply #19 on:** January 09, 2013, 02:41:54 PM »

Update.

We may have found what caused the issue, but dang if I understand why. We installed some new copiers back when this problem started and like all things that break, the first thing you look at is what changed recently. We unplugged 2 of the copiers and this had no effect on the problem, and they were a different subnet than the phones anyway, but on the same physical network and same switches. There was a third copier that had just been moved, no changes made to it. I just left it alone and like we reported earlier, the phone problems eventually just went away.
However, we had other strange network behavior, nothing critical, where a connection would drop for a brief instance and then come right back, but the phone system was not affected. Finally, we discovered that the third copier that was moved retained its IP address, and one of the new copiers that was installed in its old location was setup with the same IP address. I had given the copier guys a different address to use, but they just printed up the config from the third printer and used that one instead. When we reset the IP address correctly, the intermittent network connections stopped and just for fun, I set the copier back to the same IP address and plugged it back into the network and as soon as I did...phones started the Network Connection issue. I quickly unplugged the copier and no more problems since. I don't understand why a copier with an IP address of 192.168.100.223 could affect the phone system that was using 192.168.101.x, and why it would stop affecting it after a random period of time...but that seems to be the case. Live and learn. Be careful with those static IP addresses.