IP Office Troubleshooting
Newly Created IP Route Does Not Work
Issue
The newly created IP Route does not work as expected.
Actions
I. Check that the IP Route was configured correctly.
II. Check if RIP is being used or not.
PROCEDURE
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click IP Route and double-click the IP route in question. 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 assigned to the IP routed is valid and online.
2. Check that there are no duplicate IP routes configured for the IP Office system.
3. Click OK.
4. If any updates have been made and needs to be saved, click or choose File | Save.
5. Reboot the IP Office system to make the changes active. A merge to the system will NOT make the changes active.
II. Via Manager, check that RIP routes is not favoured over Static routes.
PROCEDURE
1. Log onto Manager and open the IP Office configuration.
2. From the Configuration Tree, click System and double-click the IP Office system you are configuring.
3. On the System tab, ensure that the Favour RIP Routes over static routes field is NOT checked. We want the static route to take preference over any RIP routes.
III. With the assistance of the Network Administrator, check the network topology to ensure routing is correct.
IV. 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).
Validation
After making the changes, ensure that you can now ping to the required destination.
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