Teleworker Issues

[BobbyMitel]

We have had teleworker phones that have never had issues.  Suddenly, they will not connect and stay connected.  The only change that we know of is upgraded software that our vendor did.  They keep on pointing towards our network... which is fine... But they are giving us no logs or proof.  What can I check to narrow down why our teleworker phones are disconnecting?  I downloaded logs from the server and I'm not sure if I am looking at the right thing.  Sample is below:


Mon Mar 12 07:27:14 2018
2018-03-12 07:27:14.468 TUG version: 4.9.2.9-01
2018-03-12 07:27:14.471 {140392372541184} [UA] [10216][10216] TX >>> REGISTER 401 response from=sip:10216@33.22.11.00:5060;tag=3051558826f3175 to=sip:10216@33.22.11.00:5060;tag=ecb89f55 callid=826f19b6-349dd155f-5a7f4743@33.22.11.00 via=SIP/2.0/UDP 11.22.33.44:5065;branch=3051558826f1c16155f5a7f4743 cseq=8 tx_to=11.22.33.44:5065 (UDP)
2018-03-12 07:27:14.471 Tugconfig {/etc/tug/tug.ini} 
2018-03-12 07:27:14.471 #define: lan=192.168.50.3
2018-03-12 07:27:14.471 #define: lan6=
2018-03-12 07:27:14.471 #define: loopback=127.0.0.1
2018-03-12 07:27:14.471 #define: loopback6=::1
2018-03-12 07:27:14.471 #define: third=
2018-03-12 07:27:14.471 #define: third6=
2018-03-12 07:27:14.471 #define: wan=
2018-03-12 07:27:14.471 #define: wan2=
2018-03-12 07:27:14.471 #define: wan6=
2018-03-12 07:27:14.471
2018-03-12 07:27:14.471 [cluster]
2018-03-12 07:27:14.471 backup_zone.0=0
2018-03-12 07:27:14.471 backup_zone.1=0
2018-03-12 07:27:14.471 compatible_versions=10.0
2018-03-12 07:27:14.471 count=2
2018-03-12 07:27:14.471 idle_set_rebalance_time=30
2018-03-12 07:27:14.471 ip.0=192.168.50.3
2018-03-12 07:27:14.471 ip.1=192.168.50.11
2018-03-12 07:27:14.471 my_ip=192.168.50.3
2018-03-12

[ZuluAlpha]

What software did they update?

[BobbyMitel]

I believe the MiCollab and Teleworker server.

[acejavelin]

The TUG log you are showing looks like a normal attempt at SIP hacking, especially coming from 33.22.11.00 (that is an ARPnet DoD Network Information Center IP address, unless you edited it) and it's pretty common to see those. The should not interfere with phones working, otherwise the log looks completely normal.

What if you get the current Teleworker Network Analyzer from the server and run it from a remote location? What is the result?

[BobbyMitel]

https://img42.com/6UB0B


Attached ^^

Hard to read but I hope you can see it.  Thanks

[acejavelin]

That looks like a really old version of TNA, but still the appropriate ports appear to be open.

I am assuming from your TUG logs that the MBG is in DMZ mode? Do phones connected directly to the DMZ work fine and just ones external fail? Any changes to your firewall? Are all remote phones in a single location and have you tried one from a different location?

[BobbyMitel]

https://img42.com/Un-hI

System Config - Network Profiles ^^

All of our teleworker phones are external and intermittently drop.  They had no issues for years.  They sit on the "Contacting Server" screen and from the dashboard you see that go from green check to red x constantly, all day.  There have been no changes to our firewall.  Phones are at dozens of different locations and have disconnected when moving to other locations. 

Thanks for your help.

[acejavelin]

What version of MBG blade and MSL?

[BobbyMitel]

MBG - (V10.0.2.14)
MSL - installed (V10.5.15.0)

[acejavelin]

MBG - (V10.0.2.14)
MSL - installed (V10.5.15.0)

Hmm... nearly the same as mine (10.0.5.21 & 10.0.2.14) and we have upgraded multiple times without issue, however we are running in pure server-gateway mode (two interfaces, one direct to public internet, one direct to the LAN). Are you running this in true DMZ mode, your Network Profile suggests you may be running in a non-standard configuration although sometimes DMZ mode is configured that way.