IP Office Troubleshooting
Adding IP Route Breaks Connection Between IP Office and Manager
After adding an IP route to the IP Office configuration, the IP Office no longer communicates with the Manager.
I. Open the configuration sent to the IP Office offline and review the changes made to verify their accuracy. Offline files are useful for making changes and updates without actually affecting the live system. This means you can save your IP Office configuration file offline, then open it within Manager but still offline, make any necessary changes and when ready, send the configuration to
the live system.
To open the configuration file offline:
1. Log onto Manager, click the File menu and select Offline|Open File.
2. Browse to the folder directory where the configuration file is saved and double click the file. The offline configuration file opens within Manager.
3. Verify that all changes you have made to the configuration file including the following:
• From the Configuration Tree, click IP Route and double-click the IP route with the destination defined for LAN 1 or LAN 2. On the IP Route configuration window:
i. Check with the Network Administrator that the Metric/HOP Count defined for the IP route is correct. The Metric/HOP Count defines which route the IP route will use.
ii. Check that the subnet mask for the IP route is correct based on the IP address for the IP route.
iii. Check that the gateway IP address is within the same IP subnet as the local IP Office system.
4. Check that there are no duplicate IP routes configured for the IP Office system.
5. Click OK.
6. If any updates have been made and needs to be saved, click or choose File | Save.
II. When you are ready to send the offline configuration back to the live system via a system Reboot, follow the instructions below. Sending an offline configuration file to the live system will replace your existing live configuration with the new configuration. Make sure that this is what you want to do because you will not be able to revert back to your old configuration unless you have saved a copy offline.
To send the offline configuration to the live system:
i. Check the IP addresses on the P.C. against the offline config.
ii. With the offline configuration file opened via Manager, click or choose File | Save.
iii. Go to File menu, select Offline | Send Config. The Manager program scans the LAN for all Control Units.
iv. If only one Control Unit is detected, the Sending Config To dialogue box appears - go to step 5 otherwise Manager then offers a list of the Control Units found.
v. Select the Control Unit you wish to send the configuration to.
vi. Enter the System password in the Sending Config To dialogue box and select the Reboot mode.
vii. Select OK. This sends the configuration to the flash memory and reboots the Control Unit to transfer the configuration from the Flash memory to the RAM.
III. If the problem persists after you have performed ALL these troubleshooting steps, gather the following information BEFORE escalating the issue:
• A copy of the IP Office configuration will be useful before escalating to your support organization.
• The username and password of the configuration must be provided to your support organization for testing purposes.
• Any trace codes or log files generated by the System Monitor application (if available).
• Notes relating to the result of each of the verification steps performed above.
• The customer's network diagram (if applicable).
Check that you can open the IP Office configuration on Manager.