UCA not showing presence and logs out after move to new firewall

[dervari]

We moved our VoIP network to our new HA firewalls and UCA suddenly broke. 

Phones at working great, but UCA shows no presence information and logs out after about 30 seconds.  The subnet is the same.  The only difference is that the WAN IP for UCA and the 5000 both changed.  I updated the NAT IP both places in the 5000 and also updated the public IP of the 5000 in the UCA configuration.  Still no joy.  I even put a PC on the VoIP subnet and still can't get connected, so it doesn't look like there is a firewall issue.

Looks like an issue with the presence based on the log.  Any suggestions appreciated!

Full log is in attachment

Code: [Select]

2018-03-11 09:05:12.968 Inf [MainThread]: SplashShow: Hiding and closing splash screen
2018-03-11 09:05:13.929 Err [WRCService]: Client: Timed out logging in to presence server for UID: USER@DOMAIN.com
2018-03-11 09:05:15.032 Inf [MainThread]: MiTAITelephonyService: Softphone has changed status. Status=Connected
2018-03-11 09:05:41.221 Inf [Delegate Queue Thread: 1]: SipGateway: Received Registration result: Timeout, current state: False, current registrationState=NotRegistered, isOffline=False
2018-03-11 09:05:41.221 Inf [Delegate Queue Thread: 1]: SipGateway: Failed to register because of timeout, switching to offline mode
2018-03-11 09:05:41.221 Msg [Delegate Queue Thread: 1]: OfflineService: WiredRedService_reg -> offline
2018-03-11 09:05:41.221 Msg [Delegate Queue Thread: 1]: OfflineService: WiredRedService_reg requesting to go offline. AppState = 1
2018-03-11 09:05:41.225 Inf [TPThread-14]: IdleService: OfflineService_Change going into offline
2018-03-11 09:05:41.225 Msg [TPThread-14]: SipGateway: Clearing all user presences...
2018-03-11 09:05:41.226 Inf [TPThread-14]: MitaiProxyClient: Offline service changed: going into offline mode
2018-03-11 09:05:41.226 Inf [TPThread-14]: MiTaiProxyClient:192.168.31.254: The connection to the Telephony Server UCA-SERVER.DOMAIN.com:80 has been lost.
2018-03-11 09:05:41.226 Msg [MainThread]: TrayIcon: OfflineService.Change triggered updating icon
2018-03-11 09:05:41.226 Msg [MainThread]: TrayIcon: UpdateIcon.
2018-03-11 09:05:41.227 Msg [MainThread]: TrayIcon: UpdateIcon - Changing icon to offline.
2018-03-11 09:05:41.260 Msg [MainThread]: TrayIcon: UpdateIcon - CallSequence: UpdateIcon, OnOfflineServiceChanged, InvokeMethod, UnsafeInvokeInternal, DynamicInvokeImpl, InternalRealCall, TryCatchWhen, InvokeImpl, InvokeInSecurityContext, RunInternal, Run, Run, Run, Invoke, ProcessQueue, WndProcHook, WndProc, DispatcherCallbackOperation, InternalRealCall, TryCatchWhen, LegacyInvokeImpl, SubclassWndProc, DispatchMessage, PushFrameImpl, PushFrame, RunDispatcher, RunInternal, Run, OnRun, DoApplicationModel, Run, Main,
2018-03-11 09:05:41.267 Inf [TPThread-9]: RemoteSwitch:192.168.31.254: Mitai Proxy Client has lost network connection. Shutting down softphone
2018-03-11 09:05:41.267 Msg [TPThread-9]: IntMethodInvoker: Executing: Void UninterruptableStopCallsAndSoftphone(NewHeights.Library.InterruptableMethodInvoker)
2018-03-11 09:05:41.267 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.267 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.267 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.267 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.267 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.267 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.267 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.267 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.267 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.267 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.268 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.268 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.268 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.268 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.268 Msg [TPThread-9]: CallRegister: Removed EventCallId: 65535
2018-03-11 09:05:41.348 Inf [SoftphoneEventThread]: Softphone: SoftphoneEventThread quitting...
2018-03-11 09:05:42.019 Inf [TPThread-9]: Softphone: Softphone has shutdown successfully.
2018-03-11 09:05:42.031 Inf [TPThread-9]: SoftPhone: Preparing to shutdown UCASoftphoneManager...
2018-03-11 09:05:42.031 Inf [TPThread-9]: ProcessShutdownSynchronizer: Found exactly one instance of: UCASoftphoneManager.exe
2018-03-11 09:05:42.031 Msg [TPThread-9]: ProcessShutdownSynchronizer: Asking UCASoftphoneManager.Shared to shutdown...
2018-03-11 09:05:42.031 Msg [TPThread-9]: ProcessShutdownSynchronizer: posting WM_QUIT to thread 5300
2018-03-11 09:05:42.932 Inf [TPThread-14]: Store: Config file has been saved.
2018-03-11 09:05:43.049 Inf [TPThread-9]: ProcessShutdownSynchronizer: UCASoftphoneManager.exe has exited gracefully.
2018-03-11 09:05:43.049 Msg [TPThread-9]: ProcessShutdownSynchronizer: Starting process C:\Program Files (x86)\Mitel\Unified Communicator Advanced 4.1\\UCASoftphoneManager.exe, args=/s:636563559430491573 /f:"C:\Users\support\AppData\Roaming\Mitel\UC"
2018-03-11 09:05:43.133 Msg [TPThread-9]: ProcessShutdownSynchronizer: Process UCASoftphoneManager started successfully
2018-03-11 09:05:43.133 Inf [TPThread-9]: Sound: Restarting sound module
2018-03-11 09:05:43.133 Msg [TPThread-9]: Sound: IPC url for connecting to UCASoftphoneManager is: ipc://UCA.SoftphoneManager.W-NE-MITEL\support.636563559430491573.Server
2018-03-11 09:05:43.142 Msg [TPThread-9]: Sound: Creating and initializing wave module...
2018-03-11 09:05:43.204 Msg [TPThread-9]: Sound: Found output devices: Remote Audio
2018-03-11 09:05:43.204 Msg [TPThread-9]: Sound: Found input devices:
2018-03-11 09:05:43.221 Inf [TPThread-9]: Sound: Setting Input to
2018-03-11 09:05:43.222 Inf [TPThread-9]: Sound: Setting Output to System Default
2018-03-11 09:05:43.223 Inf [TPThread-9]: Sound: Setting Alert to System Default
2018-03-11 09:05:43.223 Wrg [TPThread-9]: Sound: No Input Device Available, skipping setting microphone state!!!
2018-03-11 09:05:43.223 Msg [TPThread-9]: IntMethodInvoker: Finished executing: Void UninterruptableStopCallsAndSoftphone(NewHeights.Library.InterruptableMethodInvoker)


[rotary dial tommy]

you have a network problem maybe a router . the old saying if it ain't broke don't fix it , applies here . you will fix it just keep eliminating points 1 at a time . good luck 

[dervari]

I put a PC on the same VLAN as the MAS server and still have issues.  Nothing but a Layer 2 switch in between the PC and MAS.  If it were a network issue I would expect that it would not manifest itself when the two devices are in the same broadcast domain.

I've also done packet captures on the SonicWALL and am showing no traffic being blocked between the VoIP VLAN and others.

[ZuluAlpha]

Just because you're on the same VLAN doesn't mean the firewall isn't blocking something. Is the new firewall routing UCA-SERVER-DOMAIN.com:80 both internally and externally?

[VinceWhirlwind]

What IP address does "UCA-SERVER-DOMAIN.com" resolve to using DNS on the PC?