UC360 2.1.3.12 - Issue Dropping Calls

[irongladiator]

Hello Fellow Mitel Techs,
I have a Mitel UC360 running 2.1.3.13. That is experiencing call dropping, which happens intermittently. This unit has been replaced once due to the logs showing an exuberant amount of "401 - Unauthorized" & "Setting Network Loss Icon ON/OFF!!!!" messages. (See Example Below)

08-31 08:49:16.553  1426  2062 W vcs     : IUA  >> Event Mgr: User-Id[0] REGISTRATION FAILURE
08-31 08:49:16.553  1426  2062 W vcs     : IUA  >> Event Mgr: REGISTRATION FAILURE Status Code:[401]
08-31 08:49:49.357  1610  1610 W StatusBarPolicy: Setting network loss icon ON!!!!
08-31 08:49:53.365  1610  1610 W StatusBarPolicy: Setting network loss icon OFF!!!!

Upon seeing these messages were we're originally thinking that perhaps the Ethernet port on the UC360 was going bad, then made the decision to have it swapped out and RMA'd with Mitel. After the deployment of the new UC360 all seemed well for a couple weeks and then the customer reports the dropped calls are back. Typically the call drops happens about 30-35 minutes after the call starts.

I looked in the logs again and see the same thing. I then realized that this UC360 is also doing some LDAP to have the corporate directory synced, this is maybe where the 401's are coming from, but from what I can tell is that it should only sync based on a schedule that I have configured (Every Friday at 5:00pm). Can someone tell me what the "IUA" means in the log message? I'm kinda at a loss here.

Any help is greatly appreciated!

Thanks,
-Iron

[irongladiator]

All,
I also wanted to add, do we think the tons of 401 registration failures I see in the logs would interfere with the call and cause it to drop?

Thanks,
-Iron

[irongladiator]

**UPDATE**
Mitel is involved as I currently have a ticket opened up with them. Thus far they have informed me to program the debug settings on the UC360 to "Verbose". (System Settings > Debug Settings > Logging Level). As a remote tech I had to use the UC360's WebGUI to program this. (Not confident in the customer to make that change, hehe) In case anyone was curious default value is 5 which is "Warning", for the "Verbose" value it is 2. Now I play the waiting game and see if it happens again, once it does collect the logs and deliver to Mitel.

....More to follow.

Thanks,
-Iron

[pkriek]

Hi

we had exaclty the same issue after the firmware update.
Disabling SIP inspection on the firewall fixed the issue.

for these units to be able to reachthe primary MCD they need to pass several frewalls

The firewallsetting was not changed recently, so maybe something in the new firmware

Patrick

[johnp]

Yes a sip alg may be involved.