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86 Chapter 8 Troubleshooting
NN40140-500NN40140-500
• The actual IP telephone set type at the SRG does not match MOTN set type at the
main office.
• The user id is registered and not idle.
• The user id entry in the gatekeeper database points back to the originating node.
Troubleshooting fallback to local mode
If the system reverts to local mode and the problem is not the WAN link to the main office, check
for:
1 IP telephone firmware discrepancies
The SRG supports automatic firmware updates (see CS 1000 considerations on page 33).
However, the possibility exists that a non-network reversion to local mode is caused when the
IP telephone firmware has been updated on the main office and not on the SRG.
Check the IP Terminal Details tab (see IP terminal details on page 84) for this Status:
Firmware is Out of Sync with the Main Office Call Server
The preferred way of handling firmware upgrades is to install the patch onto the SRG first,
then on the main office equipment.
When the IP telephone firmware is updated on the main office, the main office redirects all
SRG IP telephones back to the SRG for a firmware upgrade. If the SRG has already been
patched with the new firmware, the telephone is upgraded when it registers with the SRG.
Once the telephone has the new firmware, the system automatically allows the telephone to
reregister with the main office. If the correct firmware cannot be applied, for example because
the SRG has not been upgraded with the new firmware, the telephone is redirected back to the
main office.
2 Gatekeeper failure
If an IP telephone fails to establish communication with the gatekeeper when it tries to register
to the main office, the telephone remains registered to the SRG and stays in local mode.
Troubleshoot the problem by checking the settings made when implementing the CS 1000
information for the SRG on page 44 and Fallback configuration on page 72. If you make
changes, manually redirect the telephones (IP telephones manual redirection on page 86,
below).
IP telephones manual redirection
To manually redirect an IP telephone to the main office
1 Access the Configuration > Telephony > Sets > Active Sets > IP Terminal Details.
2 Click the telephone listing that you want to redirect to normal mode.