All calls dropping after 3 minutes.

[davsch]

Currently on 7.5 12.13.1328.0
Two SG50's and one SGT1.

A month ago all users on one of the switches would drop after about 3 minutes. A reboot of the switch cleared it up. Last week we had the same thing happen on our other switch, same fix, same result.
If looking at Quick View, the only thing I could tell different was that it listed Last Boot Time as: UNKNOWN in both cases.


Vendor says it is a bug and an update to Build 12.15.3601 will fix it.

I was not able to get a clear answer other than that and I could not find anything here about the bug.

Can someone tell me where to look for this information. And has anyone had the same issue?

Thanks

ds

[cburgy]

This is the IP Phone Failover defect that impacts only Kilauea switches (the half width ones) when IP Phone Failover (typically larger customers) is enabled.

We actually chased this one down for about 9 months with Shoretel engineering (ugh - it took forever to figure out what exactly was happening).

You should upgrade to the most current release of 7.5.

It was fixed in 12.14.8701 or newer in 7.5 and 13.9.9403 or newer in 8.0.

[davsch]

Thanks Chris...

Can you tell me where I could have found this out for myself?

[cburgy]

Unfortunately, no. There really isn't a good resource to understand known issues well except working with a Shoretel Partner who does a lot of support and deployments with the system and works closely with Shoretel.


You could call into TAC and ask but there is no guarantee they will identify the issue in the same way, it really depends on who you get in TAC at Tier 1. Tier 2 should be much more familiar with issues like this one.

[rtatlor]

Similiar problem

We had a similiar problem on a version of 8.0 calls would drop after about 3 min. conversation. User resided on a 220 t1 switch we found that if we moved to 120 switch they were fine. We were instructed by Tech support to do a Burn flash on the switch that was having the problem. I not sure you might accomplish the same thing by upgradeing software. But if you don't want to change software levels you can try the burn flash on the switch thats having the problem.


Good Luck,

Ronnie

[cburgy]

We had a similiar problem on a version of 8.0 calls would drop after about 3 min. conversation. User resided on a 220 t1 switch we found that if we moved to 120 switch they were fine. We were instructed by Tech support to do a Burn flash on the switch that was having the problem. I not sure you might accomplish the same thing by upgradeing software. But if you don't want to change software levels you can try the burn flash on the switch thats having the problem.


Good Luck,

Ronnie

This wasn't fixed in 8.0 until 13.9.9403

[jasonepowell]

Interestingly enough, we have two customers who have this issue that are on firmware versions affected by this bug, but in our office, we hadn't seen the issue until upgrading to 13.10.4203. And then it happens first thing this morning on 3 incoming calls. They're coming across SIP trunks, however, so I'm not sure we're seeing the same thing at all. It's just weird that the issue presents the same way.

[Jlorenz]

The work around is to Uncheck IP failover in
IP Phones > Options

The original issue was only in single SG systems using the newer Kahlua SG's
I am not sure if it is actually fixed or not, seems QA is a filibuster over there in ST land.

Dont count on support giving you any time line or real answer to fixes they do not know either, it is verboten to discuss such matters with customers :whistling:

[Brian]

Does anyone have TMS NCC Log events for this?

Excellent post!

I've been tracking an increasing number of dropped calls occurring over our newly installed implementations. This are calls not traversing the WAN, no VLAN's, and no PRI events being reporting in the logs.

Does anyone have a copy of the event occurring from the TMS-NCC logs?


It would be wonderful is Shoretel documented their logging... Hint, hint, hint (Shortel)

Brian Krail
DRVOIP.com - Home

[Jlorenz]

Excellent post!

I've been tracking an increasing number of dropped calls occurring over our newly installed implementations. This are calls not traversing the WAN, no VLAN's, and no PRI events being reporting in the logs.

Does anyone have a copy of the event occurring from the TMS-NCC logs?


It would be wonderful is Shoretel documented their logging... Hint, hint, hint (Shortel)

Brian Krail
DRVOIP.com - Home

Hi Brian
You wont find it in the TMS logs, it is in the DRSMain, I do not remember the syntax to search for, I will check my notes when I get home

The best bet is to upgrade, he is using a very old beta version of software, nobody should be seeing this in the field anymore....