Troubleshooting guide - Device configuration (Zenitel Connect Pro)

This article describes the most common reasons why you might encounter issues when adding Zenitel devices to you Zenitel Connect Pro system.

In general there are three major "processes" using different protocols, ports and mechanisms:

• Discovery of the device
• Configuration of the device
• Calls and conversation (Call setup, Audio and Video)

Prerequisites before adding a device to Zenitel Connect Pro:

• The Zenitel device is on firmware 9.0.3.0 or later
• The device is in factory default state

Symptoms

I run the Scan function, and..

.. the device does not show up in the Device list

• Reason: The device is not connected to the network
  • Solution: Connect it to the network
• Reason:The device is not supported.
  • Solution: Only native Zenitel devices or Zenitel OEM devices (ITSV-2/3/4/5) are discovered. Note that INCA devices and 1st generation Turbine Video (TCIV) are not supported. See list of Supported Devices. 3rd party SIP devices must be added manually.
• Reason: The device is connected to a different sub-net
  • Solution 1: By default the server will scan the subnet(s) defined on the ethernet port(s). Make sure the subnet is defined in Devices and Connections > Configuration, press the icon.
  • Solution 2: A firewall between the sub-nets is blocking essential ports, see Required ports
• Reason: The device is using an old firmware version.
  • Solution: Devices running firmware 6.x or older will not show up in the device list. Upgrade the device to latest firmware.

...the device shows up in the Device list as "Unpaired". It remains "Unpaired" or "Unconfigured" after I have assigned a Number and Name to it

• Reason: The device is running an old firmware version. It will say "Unconfigured" after trying to assign number and name to it.
  • Solution: Upgrade the device to latest firmware. Minimum firmware for proper enrollment is 8.2.3.1.
• Reason: The device is in "SIP" or "ICX-AlphaCom" mode. It will continue to say "Unpaired" after trying to assign number and name to it.
  • Solution: Do a Factory Default of the device.
• Reason: The device is a 1st generation TCIV. The 1st generation Turbine Video (TCIV) is not supported. See list of Supported Devices.
  • Solution: Substitute with a TCIV+ device.

I have configured a station with a Static IP address. After a Scan operation the station is discovered, but after assigning a number and name to it, it shows "Unconfigured". Now I am not able to access the web interface of the station any longer.

• Reason: By default the Zenitel Connect Pro assumes that there is a DHCP server in the network, and that the devices are obtaining an IP address from the DHCP server. When you assign a number and name to the station, it will also push network settings to the station, telling it to use DHCP mode. If there is no DHCP server present, the station will fall back to a random 169.254.x.x address. The password of the device will be changed by the Zenitel Connect Pro.
• Solution: When using Static IP address for devices, it is important to first "inform" the Zenitel Connect Pro that static IPs are used on the network. In the Zenitel Connect Pro web interface select Devices and Connections > Configuration and click on the icon. Make sure to check the "Static IP" flag before scanning for devices. As for the station that lost its network settings, you need to do a factory reset in order to restore to the default settings and default password.

Required ports

For a device to be discovered, configured and operational, the following ports are required as a minimum:

• TCP port 80 (http) and port 443 (https)
• TCP port 8086 (WAMPs)
• UDP port 5060 (SIP signaling)
• UDP port 10 000 - 65 000 (Audio and Video)
• UDP port 123 (NTP for time synchronization)

In an external firewall these ports must be open in both directions.