Internal calling fine, external calls the user can't hear the recipient.

[Killian]

I just want to preface this with by no means am I experienced in Mitel systems so if I'm missed some key info here, please give me a kick.  I'm just trying to help out a customer.

Came across this forum whilst troubleshooting an issue and wondered if people had some advice as I'm being passed from pillar to post.  Unfortunately the customer let their Mitel Maintenance and Support provider subscription lapse as it's being removed later this year.  Queue an issue on their system within two months of them lapsing.  Whilst I've tried to call them and get something in place, they've not been particularly forthcoming so I'm trying to pick apart what I can.

The issue in short is since yesterday morning, users dialing outside of the local network, cannot hear the other end.  The person they're calling hears them fine but the user cannot hear the incoming voice at all.  There are no alarms on the Mitel box itself but there are a number of 'warnings' on the MSL with the major stating "Sync connectivity failure in excess of 24 hours".

When I look at the sync it's not synced with Mitel since Monday and when you try to force a sync it says "ERROR: The server successfully started a sync operation with sync.mitel-amc.com but the connection was broken before the operation completed. Contact your authorized partner for more assistance if this error persists"

Queue some troubleshooting myself via Putty.  The MSL can ping the internet fine, pings any address I give it and DNS resolution works.  BUT it can NOT ping the IP it resolves for the sync.mitel-amc.com address 216.191.234.91.  I can ping that address from anywhere else in the network, I can ping it from home, but the MSL can not (but it pings everything else fine).

I've put a copy of the traceroute below, just wondering if anyone has any further ideas?  I've got a call with the ISP provider but they're saying it's the PBX (of course) and the PBX people, when I can even get them to engage, are blaming the ISP.

Advice would be appreciated.

Code: [Select]

[root@mivbg ~]# ping 8.8.8.8
PING 8.8.8.8 (8.8.8.8) 56(84) bytes of data.
64 bytes from 8.8.8.8: icmp_seq=1 ttl=120 time=6.83 ms
64 bytes from 8.8.8.8: icmp_seq=2 ttl=120 time=6.81 ms
^C
--- 8.8.8.8 ping statistics ---
2 packets transmitted, 2 received, 0% packet loss, time 1595ms
rtt min/avg/max/mdev = 6.816/6.823/6.830/0.007 ms
[root@mivbg ~]# nslookup
> google.co.uk
Server:         10.5.88.56
Address:        10.5.88.56#53

Non-authoritative answer:
Name:   google.co.uk
Address: 172.217.169.3
> sync.mitel-amc.com
Server:         10.5.88.56
Address:        10.5.88.56#53

Non-authoritative answer:
Name:   sync.mitel-amc.com
Address: 216.191.234.91
> exit

[root@mivbg ~]# ping 216.191.234.91
PING 216.191.234.91 (216.191.234.91) 56(84) bytes of data.
^C
--- 216.191.234.91 ping statistics ---
113 packets transmitted, 0 received, 100% packet loss, time 112146ms

[root@mivbg ~]# traceroute 216.191.234.91
traceroute to 216.191.234.91 (216.191.234.91), 30 hops max, 60 byte packets
^[[A 1  85.92.185.153 (85.92.185.153)  0.401 ms  0.298 ms  0.287 ms
 2  85.92.185.170 (85.92.185.170)  6.462 ms  6.486 ms  6.359 ms
 3  81.25.207.129 (81.25.207.129)  6.449 ms  6.464 ms  6.451 ms
 4  ae-7.r20.londen12.uk.bb.gin.ntt.net (129.250.4.140)  6.195 ms  6.826 ms  6.1                                                                             81 ms
 5  ae-13.a03.londen12.uk.bb.gin.ntt.net (129.250.3.249)  6.221 ms  6.755 ms  6.                                                                             719 ms
 6  208.184.12.80 (208.184.12.80)  8.684 ms  6.335 ms  6.283 ms
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[ZuluAlpha]

Both of those issues point to a firewall. I assume they are on SIP?

[Killian]

They are yes.  The firewall is managed via the ISP and they will NOT share any credentials which is beyond frustrating.  They've asked us to "turn it off and on again" which I have some colleagues doing tomorrow as they can't afford to lose internet on the site.

I've asked them to give a laptop the external IP that the MSL holds and see if that can ping so we can atleast eliminate it being something on the MSL itself.  I won't know more on that front until late tomorrow unfortunately. 

Just find it so odd that we can ping any other address without issue, can even make curl requests.  Will keep on at that but sounds like we're on the right path atleast.