IP230 Requesting Service Issue

[ycuyugan]

We seem to have a problem with one of our remote office. I'll try to be detailed as much as possible in regards to this issue. Our 230 phones will just show "Requesting Service" on the lcd screen and rebooting the phone doesn't seem to resolve the problem.

Now this randomly happens in our remote office. Not everyone is affected. From time to time, we'll do a clear command it will boot up after. But there's also times when we do the clear command and im SOL. I end up replacing the user's phone and sooner or later the phone that was requesting service would be available again when it's plugged into a different port. It's quite frustrating. To add to the frustration, I'll put a 115 on the same port and no problems what so ever. :cursing:

Has anyone ever encountered such odd issue? If so, please inform me of how you resolved this annoying issue. Thank you in advance.

[cburgy]

How many phones? How many SG switches & what type? How is capacity allocated there? How much is in use according to the switch?

[ycuyugan]

How many phones? How many SG switches & what type? How is capacity allocated there? How much is in use according to the switch?

How many phones?
There are 8 phones currently out of service out of 72 phones.

How many SG switches & what type?
1 SG 90 switch

How is capacity allocated there?
IP phones capacity = 75

How much is in use according to the switch?
IP phones in use = 72

the phone will boot up, start its post, gets an IP from our DHCP and start downloading the config files. but once it gets to a file called sevcustom.txt the phone blanks out, reboots and then i get the Requesting Service crap.

i'm going to reboot the switch tonight or tomorrow and update the thread for any results.

[sean]

I have encountered this issue before with a couple of the 230 phones. What I do to fix the issue is I go to the associated user in shorware director, switch their home port to softswitch, then back to there ip phone mac address. This is my work around; we also have not had this issue happen for a LONG time. So I really don't know what the cause is.

[400degreez]

Is there a way to verify what IP Addy the phones had before you reset them. Go into Director or the logs and find the phone IP Addy (using mac addy or IP Phones page in Director, jus find it), then set the phone to the IP addy that Director/Logs had recorded it for. That should solve it. Lastly make sure your DHCP Lease time isnt to short, I here 8 days is good.

400 Degreez...its my turn to shine!

[ycuyugan]

I have encountered this issue before with a couple of the 230 phones. What I do to fix the issue is I go to the associated user in shorware director, switch their home port to softswitch, then back to there ip phone mac address. This is my work around; we also have not had this issue happen for a LONG time. So I really don't know what the cause is.

i"ll try your work around. i just hope the mac address in shoreware director still sees the MAC after switching the user to a soft switch. sometimes ill unplug a working phone (the user had to move to a different desk) and once i plug the phone back to the network, i get requesting service even after clear and reset commands. i get a brand spanking new phone plug it in the same port and it will come up just fine.

Is there a way to verify what IP Addy the phones had before you reset them. Go into Director or the logs and find the phone IP Addy (using mac addy or IP Phones page in Director, jus find it), then set the phone to the IP addy that Director/Logs had recorded it for. That should solve it. Lastly make sure your DHCP Lease time isnt to short, I here 8 days is good.

400 Degreez...its my turn to shine!

finding the IP is easy. i can try to set the IP on the 230 as well. my DHCP lease has been set to 8 days since day one for the vlan the IP phone uses.

thanks everyone and ill keep you guys updated. rebooting the switch didn't really do much. **sigh** oh well i have to keep trying.

[davidbec]

taking a shot in the dark here but ...

Have you checked for network performance issues?

Perhaps the phone is getting corrupted packets and hence reboots.
There are too many CRCs which makes it take a long time to get enough data to go online with.

What settings do you have in your DHCP server especially 156.
Do you have any manual settings in the phone at all?
What version of shoretel are you running. One of the version has a DHCP bug. I do not remember the exact text of the problem, but it was related to phones not deregistering (or something like that) from DHCP.

[davidbec]

Also check your VLAN configuration thoroughly. In terms of what traffic is allowed to pass. Where your trunk ports are etc. I've seen that mess up installs as well.

Do you have a firewall active?
Check the port requirements for Shoretel ip phones.

[ycuyugan]

taking a shot in the dark here but ...

Have you checked for network performance issues?

Perhaps the phone is getting corrupted packets and hence reboots.
There are too many CRCs which makes it take a long time to get enough data to go online with.

What settings do you have in your DHCP server especially 156.
Do you have any manual settings in the phone at all?
What version of shoretel are you running. One of the version has a DHCP bug. I do not remember the exact text of the problem, but it was related to phones not deregistering (or something like that) from DHCP.

Network should be sound. It's not happening to all phones just random phones. We are running Shoretel 7.5. I'll have to check with our network engineer to see if he sees any oddities with the network at our remote office.

Also check your VLAN configuration thoroughly. In terms of what traffic is allowed to pass. Where your trunk ports are etc. I've seen that mess up installs as well.

Do you have a firewall active?
Check the port requirements for Shoretel ip phones.

This office was up and running just fine for the past year. This issue just started recently. No network changes were done at the remote office nor the wan connection between our remote offices.

[davidbec]

I'd suspect that the WAN link is getting congested sporadically. Or some other network bottleneck.

[ycuyugan]

well we're going to have a meeting with our vendor to make an assesment and figure out what's going on. At the moment, they're thinking that we need to upgrade our shoretel server to version 8.

[Hula Networks]

Give me a call Ill have one of our engineers help you this should be pretty easy to resolve

650-625-4107

[dish1up]

well we're going to have a meeting with our vendor to make an assesment and figure out what's going on. At the moment, they're thinking that we need to upgrade our shoretel server to version 8.

Try this: Find the phone, unplug it, delete the MAC address in question from the Shoreware Director. Once deleted, plug it back in.

[DanAtHawkeye]

Requesting Service

I'm having this same problem with two phones, now three phones at one of our sites.

We've been running 7.5 until Oct/Nov of 2009 when we upgraded to 9.1 through a maintenance agreement with a support partner. All switches and phones were upgraded to the latest firmware.

Not long after, this problem cropped up. Only happening at one location, but seems to afflict the same desks. I placed a new phone at the desk, it booted, and came right up. Move the old phone to another desk at that location and the same issue. I brought the problem phone back to our main office and on first boot came right up with no issue.

Today I deleted the DHCP entries and the phones from the Director and asked the location to unplug and plug them in to boot them. Our IP lease on the DHCP server was 365 for phones. I updated it to 8 days.

When I was on site the last time this happened, I placed a new phone there, it booted fine, 2 hours later the 'requesting service' came up on the phone that was just working.

What steps can be taken to troubleshoot this from the phone service/switch side?? This is the only site we have that is having problems like this.

We are using a ShoreTel ShoreGear 120/24 with a Brocade FastIron 2404 Prem POE.

Thanks,
Dan

[sean]

Dan,

Have you tried running wireshark from the PC that is having the issue?