Voip Registration Not Working After 7.3 Update

[Guest ddenara]

Dear Support,

 

I updated my system to version 7.3 and HMP Release 3.14. Unfortunately, my registration fails and I am getting a 500 network error.

 

Attached are three VG log files, RTF Dialogic log files, and winshark trace. Below is my conf file.

 

<VoIP_Registrations>

<VoIP_Registration>

<Display>CallCentric (www.callcentric.com) </Display>

<Protocol>SIP</Protocol>

<RegServer>callcentric.com</RegServer>

<RegClient>17772818383@callcentric.com</RegClient>

<LocalAlias>17772818383@192.168.1.102</LocalAlias>

<Expires>600</Expires>

</VoIP_Registration>

</VoIP_Registrations>

<VoIP_Authentications>

<VoIP_Authentication>

<Display>CallCentric</Display>

<Realm>callcentric.com</Realm>

<Domain>callcentric.com</Domain>

<Identity>sip:17772818383@callcentric.com</Identity>

<AuthUsername>deletedbyme</AuthUsername>

<AuthPassword>deletedbyme</AuthPassword>

</VoIP_Authentication>

</VoIP_Authentications>

 

 

If you check my history, we had lots of difficulty getting this to work and several sepecial VG releases were provided. I was told these releases were part of the production release.

 

Please advise.

VG Fails after 7.3 update and HMP 3.14 Release.zip

VG Log Files - after 7.3 update.zip

rtflog-LOCAL-20120313-08h47m26.006s.zip

rtflog-LOCAL-20120313-08h42m16.804s.zip

[SupportTeam]

Not sure why the SIP provider would send "500 Network Failure" message. Can you ask the SIP provider why they send this message?

 

The previous issues were with HMP not handling some messages from SIP provider, and not restarting Registrations after network connectivity was broken. Both of which were fixed with new updates of HMP and hence new version of VG that used those latest HMP versions. The traces posted show that this is a different problem.

 

One comment that we have regarding the posted Config file: in the <VoIP_Authentication> section do not set the Identity entry. The Identity entry is only used if you are registering multiple SIP accounts with same provider.

 

ie. change:

 

<Identity>sip:17772818383@callcentric.com</Identity>

 

to

 

<Identity></Identity>

[SupportTeam]

searching for "sip 500 network failure Callcentric.com" brings up this as one of the results:

 

from http://siproxd.sourceforge.net/index.php?op=relnotes :

- callcentric.com (afaik callcentric fails with "500 network failure"

during REGISTER if more than one Via header is

present in a SIP packet. Having multiple Via headers

is completely in compliance with RFC3261. This might

be related to their "NAT problem avoidance magic".

There is nothing that can be done within siproxd

to avoid this issue as callcentric does not comply

with the SIP specification.

 

We'll have a closer look at the headers that HMP v314 is sending out, but if you can get callcentric to advise why the "500 network failure" message is sent out by them then we would know what part of header they do not find acceptable.

[Guest ddenara]

Callcentric is doing a SIP trace.

 

I tried removing the identity value and that didn't help the situation.

 

Everything was working fine before the update so I imagine it is related someway.

[Guest ddenara]

Do you have anything further on the headers or anything I can ask Callcentric about? It appears this happened with the latest update so something must be different about the registration process for it to stop working.

[Guest ddenara]

Call centric's analysis and questions are below. Please advise.

 

 

Hello,

 

You stated previously that an update to the latest version caused this issue correct? Is it possible to downgrade to see if the problem occurs?

 

Additionally we are seeing multiple Contact headers in your registration attempts:

 

--------------------------------------------------------------------------------

13:25:26 Rx udp:67.84.251.167:5060

REGISTER sip:callcentric.com;ttl=10 SIP/2.0

From: <sip:17772818383@callcentric.com>;tag=e3033c0-0-13c4-50022-1f95-3602114f-1f95

To: <sip:17772818383@callcentric.com>

Call-ID: e211f90-0-13c4-50022-1f95-3a8be399-1f95

CSeq: 2 REGISTER

Via: SIP/2.0/UDP 192.168.1.102:5060;branch=z9hG4bK-1f95-7b602d-501723c9

Max-Forwards: 70

Supported: replaces

User-Agent: VoiceGuideHMP

Expires: 1000

Proxy-Authorization: Digest username="17772818383",realm="callcentric.com",nonce="7c716446a07fcc3eee

eb30325e58369b",uri="sip:callcentric.com;ttl=10",response="6ab2d093ad73b194da6d5f5c5d54a3e8",algor

ithm=MD5,opaque=""

Contact: <sip:17772818383@192.168.1.102>

Contact: <sip:17772818383@192.168.1.102:5060>;methods="INVITE, INFO, SUBSCRIBE, BYE, CANCEL, NOTIFY,

ACK, REFER"

Content-Length: 0

 

--------------------------------------------------------------------------------

13:25:27 Tx udp:67.84.251.167:5060

SIP/2.0 500 Network Failure

v: SIP/2.0/UDP 192.168.1.102:5060;branch=z9hG4bK-1f95-7b602d-501723c9;rport=5060;received=67.84.251.

167

f: <sip:17772818383@callcentric.com>;tag=e3033c0-0-13c4-50022-1f95-3602114f-1f95

t: <sip:17772818383@callcentric.com>

i: e211f90-0-13c4-50022-1f95-3a8be399-1f95

CSeq: 2 REGISTER

l: 0

 

--------------------------------------------------------------------------------

 

Additionally we see that the REGISTER URI adds a ttl of 10:

 

REGISTER sip:callcentric.com;ttl=10 SIP/2.0

 

Does this also occur with the latest version?

 

Essentially we need to find out what changed between the older version and this newer version in order to find the cause of this problem.

[Guest ddenara]

Dear Support Team,

 

I downgraded my system and this problem went away so it is definitely related to 7.3 update. My last few messages have gone unacknowledge so I am hopeful you can help me understand what I need to do for next steps.

 

Callcentric is involved and willing to help so is there anything I can advise them on how 7.3 differs from 7.2.4.110921 ?

[SupportTeam]

Can you please advise if you still used HMP v314 after dropping down to v7.2.4_110921 ?

[Guest ddenara]

Yes, I didn't downgrade the HMP driver and it still worked with the older version of voiceguide.

[Guest ddenara]

Here are two wireshark traces. One is for version 7.3 and it fails registration. The other is for 7.2.4 which succeeds.

 

Callentric is looking at these as well because version 7.3 is definitely doing something different to cause the failure. The HMP drivers are the same in both cases and the latest verisions available so the HMP version doesn't seem to matter while VG version does.

 

Any Thoughts?

Trace with Voiceguide version 7.zip

Trace with Voiceguide version 7.2.zip

[Guest ddenara]

Callcentric is indicating that the problem is related to multiple contact headers. See their response below which shows the only difference between version 7.3 and the working version 7.2.4. Is there something in the config file I can change to modify this double contact header?

 

Callcentric Response

 

Mar 21, 2012 05:25 PM : Customer service

Hello,

 

We highly believe this issue is due to the multiple Contact headers. please see the only difference in the two REGISTER packets you sent:

 

Problematic:

 

REGISTER sip:callcentric.com;ttl=10 SIP/2.0

From: <sip:17772818383@callcentric.com>;tag=e7233c0-0-13c4-50022-85d1b-7ecd37aa-85d1b

To: <sip:17772818383@callcentric.com>

Call-ID: e631f90-0-13c4-50022-85d1b-10c0a14c-85d1b

CSeq: 1 REGISTER

Via: SIP/2.0/UDP 192.168.1.102:5060;branch=z9hG4bK-85d1b-20abb2f6-5cb5beb4

Max-Forwards: 70

Supported: replaces

User-Agent: VoiceGuideHMP

Expires: 600

Contact: <sip:17772818383@192.168.1.133>

Contact: <sip:17772818383@192.168.1.133:5060>;methods="INVITE, INFO, SUBSCRIBE, BYE, CANCEL, NOTIFY, ACK, REFER"

Content-Length: 0

 

Working:

 

REGISTER sip:callcentric.com;ttl=10 SIP/2.0

From: <sip:17772818383@callcentric.com>;tag=f094380-0-13c4-50022-85e16-15716a9d-85e16

To: <sip:17772818383@callcentric.com>

Call-ID: efa1c08-0-13c4-50022-85e16-e64a407-85e16

CSeq: 1 REGISTER

Via: SIP/2.0/UDP 192.168.1.102:5060;branch=z9hG4bK-85e16-20af8911-43faa162

Max-Forwards: 70

Supported: replaces

Expires: 600

Contact: <sip:17772818383@192.168.1.133>

Content-Length: 0

 

We have not made any changes to our system which would cause a problem and in fact the only change was with the software version. Please contact Voiceguide regarding this issue and specificy inform them of the multiple Contact headers included in the REGISTER packet.

[SupportTeam]

Please update system to this version of VG v7:

[link removed]

and post WireShark and ktTel traces if problems persist with registration.

Please keep HMP su314 on system.

Which version of Windows is used on this system?

[Guest ddenara]

Windows 7 Home Premium 64-bit.

 

 

The FTP link doesn't appear to work in IE 9. I am going to try another browswer.

[Guest ddenara]

The link doesn't work in Chrome or IE. Please take a look at the link and let me know if it is correct.

[SupportTeam]

Was it an error: "550 Cant change directory to..." ?

Looks like ftp links don't work well in browsers. We're looking into this, in meantime please use this (http) link:

[link removed]

[Guest ddenara]

This fixed the registration; however, incoming calls are returning a 486 Busy Here status. I will try to debug but I am using same config file that was working before so not sure why this would be different. Any thoughts would be helpful?

[SupportTeam]

Can you please post the WireShark and ktTel traces capturing the system startup and the problem calls.

[Guest ddenara]

I restarted my computer and all is well. Will this update become the latest download release?

[SupportTeam]

We will have a look at this, but most likely the changes will be in the upcoming 7.3.1 version that should be out in about a month.

[Guest ddenara]

Do you recommend that I wait for production release before updating to this fix? That is, are there any other know issues. Does this new release provide any new features or anything?

[Guest ddenara]

I just noticed that outbound calling is not working with this version of softaware.

 

My c# program drops an XML file into the data directory. I have attached an xml file.

 

Also, I tried to load a phone number directly from the outbound call loader and the phone calls are not being made with this new version.

 

I notice there vgDB files and lock files being create at the time I am trying to load the numbers so I'm not sure what is happening.

 

Please advise on what you need so we can debug this ....

outdial-93673619-1f93-46ff-97fb-6540afb9dce3.zip

[SupportTeam]

Could you please post the VgEngine and ktTel trace file that capture the system startup and the outgoing call.

If the outgoing INVITE is sent then could you also please post the WireShark trace file.

[Guest ddenara]

I have attached the files. It doesn't appear that the XML files are getting picked up from the vg/data directory.

 

I tried to send by the Outgoing Call Loader. I also tried to send my c# code which works with 7.2.4 version of VG.

 

Also, I found some other log files in the /log folder so they are attached too.

 

I restarted the VG system but that didn't help.

 

Please advise on next steps. It seems this new version changed a few things so happy to help debug.

outdial-8a22e091-c055-4c8e-abd3-b8689ec8b6d1.zip

0326_ktTel.zip

0326_0738_vgDialListLoad.zip

0326_0727_vgEngine.zip

0326_0740_vgDialListLoad.zip

No Outgoing Calls Trace.zip

[SupportTeam]

Please stop the VG service and the edit the Config.xml file to remove the entire <Dialer> section. (about 7 lines near bottom of file usually).

 

Then start the VoiceGuide Service and try loading the call again.

 

Please post vgEngine traces if problem persists.

 

(Looks like current <Dialer> section is pointing to an old format database that is not used in newer versions of VoiceGuide. Deleting that section lets VG use the default settings, which should work).

[Guest ddenara]

Yes, that fixed it. My apologies because I copied an old config file over after doing the update so I could retain my VOIP settings. Is that necessary after each update? For future updates, what is best way to carry forward old settings in VG.ini and config.xml files?

 

I am not attaching any files since it's all good now. You guys rock!

[SupportTeam]

Good to hear that its working and thanks for letting us know that this is now fixed.

 

For future updates, what is best way to carry forward old settings in VG.ini and config.xml files?

Hard to say what changes will be needed in future. The Config file usually does not need changing when upgrading.

[Guest ddenara]

Can you confirm if these fixes are part of the current latest download? I want to move from test to production and would prefer to download the official version rather than the link sent in this forum thread.

[SupportTeam]

The fix posted in this thread (issued on 22nd March) is included in the current main v7.3.1 download.