... that does not service the far site. Contact your network administrator for assistance.
That is the message I get when I'm calling an IP address + organization + extension, a StarLeaf endpoint. The HDX7000 is on software version Release - 3.0.1-10628. We can't update software due to not having license key. We acquired this system through an acquisition and are looking up documentation.
My biggest issue is that message when we try to video call a StarLeaf endpoint. All the network parameters are set up correctly. Do I need some kind of a subscription for this to work? I thought if the network settings are configured correctly, it should communicate via IP. Please help!
Thanks for your query. I am not sure if you have checked the Starleaf documentation for a HDX setup with their system :
If the above configuration does not work then please enable the logs for sip and h323 ( debug level logging) with call details and attach it to the post for a review.
Hope this Helps!
Thank you for the doucmentation!
After adding the system, I was not successful in making or receiving a call. I expected this because the system status in the StarLeaf portal shows it as OFFLINE. Attached is the log file as requested. Note - my HDX 7000 HD interface did not have the Enable SIP Trace option, only the H.323 option was present. (My software version is 3.0.1-10628)
Can you confirm if this HDX IP address is routable to the starleaf cloud ? Is there any firewall blocking H323 traffic on port 1719 ? Any NAT misconfigurations ?
Here is what is seen in the log :-
Line 651: 2018-07-11 14:18:31 INFO avc: pc: H323RAS: GateKeeper state: registering
Line 657: 2018-07-11 14:18:31 DEBUG avc: pc: NOTIFY: COMM gatekeeper state 0 registering 220.127.116.11:1719 0
Line 1068: 2018-07-11 14:21:30 DEBUG avc: pc: h323nat: localIP = "10.16.181.177", farIP = "18.104.22.168", localIP is non-routable but farIP is.
Line 1079: 2018-07-11 14:21:31 DEBUG avc: pc: h323nat: localIP = "10.16.181.177", farIP = "22.214.171.124", localIP is non-routable but farIP is.
Line 1109: 2018-07-11 14:21:31 WARNING avc: pc: outgoing h323 call to 126.96.36.199, rate 512, disconnected with cause code 3
Disconnect cause code 3 indicates a network route issue.
Hope this helps!
The problem is partly resolved. There was a firewall rule that was a part of the problem. During early testing, the HDX 7000 pings out from the portal were not successful. My network admin assured me that was not the issue because pings are restricted(?). I had him unblock all rules for that device IP and now it allows calling out. However it cannot receive incoming calls. I would consider this a partial but significant victory. Thanks!