Unable to dial out with Grandstream HT-503

[ashamesbury]

Hi All,

I have got 3CX fully installed on WIn2008 and have registered my HT-503.

I can receive calls in on my phone line (O2) but cannot make calls out.

When I make calls out after a long pause, the line brings back an error 'The number you have dialed is not recognised'

I have spoken to Grandstream this afternoon, who have accessed the ATA to make sure all is ok with the config etc, which they say is correct.

The ATA is up to date:

Product Model: HT-503 V1.1B
Program -- 1.0.8.4
Bootloader -- 1.0.0.16
Core -- 1.0.8.2
Base -- 1.0.8.4
CPE -- 1.0.1.28

After speaking to a colleague who installs 3CX systems for the company I work for, he has recommended I post up a section of the dial log, so you can see what's happening.

04-Jan-2013 17:37:05.415 Reason: SIP ;cause=487 ;text="Request Terminated"
04-Jan-2013 17:37:05.415 L:34.1[Extn]: Terminating targets, reason: SIP ;cause=487 ;text="Request Terminated"
04-Jan-2013 17:37:05.415 Leg L:34.1[Extn] is terminated: Cause: CANCEL from 10.0.0.6:5080
04-Jan-2013 17:37:05.414 L:34.1[Extn] got Terminated Recv Req CANCEL from 10.0.0.6:5080 tid=PjWAHRgEyG5.AXopdAx6K6.fKdTJqpTdbK Call-ID=2I5uqitgP4lZCa.SNWRZnZPJ6acerHvG:
CANCEL sip:[email protected]:5060 SIP/2.0
Via: SIP/2.0/UDP 10.0.0.6:5080;branch=z9hG4bK-d8754z-PjWAHRgEyG5.AXopdAx6K6.fKdTJqpTdbK-2---d8754z-;rport=5080
Via: SIP/2.0/UDP 81.142.33.114:6541;branch=z9hG4bK-d8754z-tunneltid-1---d8754z-;rport
Via: SIP/2.0/UDP 127.0.0.1:5065;rport=5065;received=127.0.0.1;branch=z9hG4bKPjWAHRgEyG5.AXopdAx6K6.fKdTJqpTdbK
Max-Forwards: 68
Record-Route: <sip:[email protected]:5080;user=proxy;uri="81.142.33.114:6541">
To: <sip:[email protected]:5060>
From: "3CX Home"<sip:[email protected]:5060>;tag=oQOv-4JT5SmNSG7LSZ7Bhjt7H3CAd5fi
Call-ID: 2I5uqitgP4lZCa.SNWRZnZPJ6acerHvG
CSeq: 27345 CANCEL
User-Agent: 3CXPhone for iPhone 1.1.5
Content-Length: 0
04-Jan-2013 17:37:05.414 Terminated from "3CX Home"<sip:[email protected]:5060>;tag=oQOv-4JT5SmNSG7LSZ7Bhjt7H3CAd5fi to <sip:[email protected]:5060>;tag=7c2a4a67; reason: RemoteBye
04-Jan-2013 17:37:05.414 L:34.1[Extn] Sending: OnSendResp Send 487/INVITE from 0.0.0.0:0 tid=PjWAHRgEyG5.AXopdAx6K6.fKdTJqpTdbK Call-ID=2I5uqitgP4lZCa.SNWRZnZPJ6acerHvG:
SIP/2.0 487 Request Terminated
Via: SIP/2.0/UDP 10.0.0.6:5080;branch=z9hG4bK-d8754z-PjWAHRgEyG5.AXopdAx6K6.fKdTJqpTdbK-2---d8754z-;rport=5080
Via: SIP/2.0/UDP 81.142.33.114:6541;branch=z9hG4bK-d8754z-tunneltid-1---d8754z-;rport
Via: SIP/2.0/UDP 127.0.0.1:5065;rport=5065;received=127.0.0.1;branch=z9hG4bKPjWAHRgEyG5.AXopdAx6K6.fKdTJqpTdbK
To: <sip:[email protected]:5060>;tag=7c2a4a67
From: "3CX Home"<sip:[email protected]:5060>;tag=oQOv-4JT5SmNSG7LSZ7Bhjt7H3CAd5fi
Call-ID: 2I5uqitgP4lZCa.SNWRZnZPJ6acerHvG
CSeq: 27345 INVITE
Content-Length: 0
04-Jan-2013 17:37:05.414 SendMsg from <sip:[email protected]:5060>;tag=7c2a4a67 to "3CX Home"<sip:[email protected]:5060>;tag=oQOv-4JT5SmNSG7LSZ7Bhjt7H3CAd5fi
04-Jan-2013 17:37:05.414 L:34.1[Extn] Sending: OnSendResp Send 200/CANCEL from 0.0.0.0:0 tid=PjWAHRgEyG5.AXopdAx6K6.fKdTJqpTdbK Call-ID=2I5uqitgP4lZCa.SNWRZnZPJ6acerHvG:
SIP/2.0 200 OK
Via: SIP/2.0/UDP 10.0.0.6:5080;branch=z9hG4bK-d8754z-PjWAHRgEyG5.AXopdAx6K6.fKdTJqpTdbK-2---d8754z-;rport=5080
Via: SIP/2.0/UDP 81.142.33.114:6541;branch=z9hG4bK-d8754z-tunneltid-1---d8754z-;rport
Via: SIP/2.0/UDP 127.0.0.1:5065;rport=5065;received=127.0.0.1;branch=z9hG4bKPjWAHRgEyG5.AXopdAx6K6.fKdTJqpTdbK
Record-Route: <sip:[email protected]:5080;user=proxy;uri="81.142.33.114:6541">
Contact: <sip:[email protected]:5060>
To: <sip:[email protected]:5060>;tag=7c2a4a67
From: "3CX Home"<sip:[email protected]:5060>;tag=oQOv-4JT5SmNSG7LSZ7Bhjt7H3CAd5fi
Call-ID: 2I5uqitgP4lZCa.SNWRZnZPJ6acerHvG
CSeq: 27345 CANCEL
Content-Length: 0
04-Jan-2013 17:37:05.414 SendMsg from <sip:[email protected]:5060>;tag=7c2a4a67 to "3CX Home"<sip:[email protected]:5060>;tag=oQOv-4JT5SmNSG7LSZ7Bhjt7H3CAd5fi
04-Jan-2013 17:36:46.935 Currently active calls - 1: [34]
04-Jan-2013 17:36:14.935 Currently active calls - 1: [34]
04-Jan-2013 17:35:42.935 Currently active calls - 1: [34]
04-Jan-2013 17:35:10.934 Currently active calls - 1: [34]

I hope someone here is able to look at the log and tell me which button I haven't pressed properly, as I am a little lost!

Massive thanks in advance.

Ash.

 

[leejor]

What is the IP address of the HT-503? You did give it a fixed IP on your network?

I'm seeing one IP (10.0.0.6) and some port numbers (5060 & 5080) show up. Is the HT-503 at 10.0.0.6? If so, why the two different port numbers?

 

[GSsupport]

Hi ashamesbury,

The logs you have provided are not complete and not showing the full call flow. There is a CANCEL message sent from your 3CX (iPhone) to terminate the call.

In order to troubleshoot this case, we will you need to provide us screenshots from your configuration of HT503 and 3CX and a wireshark trace when making a call (from HT503 side)

Since it's not recommended to provide such info in the forum, I suggest you to open a ticket in Grandstream ticketing system and we will be glad to assist you
http://www.grandstream.com/support/submit-a-ticket

We may a schedule a time for live troubleshooting via teamviewer

Best regards,
GSsupport

 

[ashamesbury]

Hi,

What is the IP address of the HT-503? You did give it a fixed IP on your network?

I'm seeing one IP (10.0.0.6) and some port numbers (5060 & 5080) show up. Is the HT-503 at 10.0.0.6? If so, why the two different port numbers?

The 503 has a static address of 10.0.0.4 on the LAN, 10.0.0.6 is my 3cx server address.

Hi ashamesbury,

The logs you have provided are not complete and not showing the full call flow. There is a CANCEL message sent from your 3CX (iPhone) to terminate the call.

In order to troubleshoot this case, we will you need to provide us screenshots from your configuration of HT503 and 3CX and a wireshark trace when making a call (from HT503 side)

Since it's not recommended to provide such info in the forum, I suggest you to open a ticket in Grandstream ticketing system and we will be glad to assist you
http://www.grandstream.com/support/submit-a-ticket

GSsupport

The reason there is a CANCEL command is down to me cancelling the call once the BT error handler gave an audible error that the number dialled was incorrect.

I have a case open with Marwane at GS Support already (20121227051443)

Rgds,

Ash.