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ATA issues with 6_5_22

jeadavis
Advisor

ATA issues with 6_5_22

I have a V3000 running 6_5_22 with stand alone ATAs that are showing online but not providing dial tone.  This is happening on multiple systems.



14 REPLIES
jeadavis
Advisor

Re: ATA issues with 6_5_22

We have researched the issue down to the running software on the actual ATA.  The V3000 onboard ATA is working properly with S6_0_58.  The standalone, external ATA is running 6_0_55 and not providing dial tone.  We have attempted removal of the ATA from programming and reauto detecting the device.  This still does not allow the device to download the working 6_0_58 software. 



How can I get the 6_0_58 version on the external ATA?



bosoxfan_1
Super Advisor

Re: ATA issues with 6_5_22

hi.



You are running the correct versions.. the standalone ATA's (3c10400B) run S6.0.55 software.



The built in ATA's are different hardware and run the S6.0.58 software.



You should attach a console to the ATA to see what is going on and post it here.. or open a case.



 



jeadavis
Advisor

Re: ATA issues with 6_5_22

With all of the systems that the ATAs are running properly (onboard and standalone), ATAs are running the 6_0_58.  The difference between the working and nonworking standalone ATAs are the versions they are running. 



jeadavis
Advisor

Re: ATA issues with 6_5_22

Also another thing just found out.  3C10400s run 6_0_58 and 3C10400Bs run 6_0_55 on a V5000 running 6_5_22 software and work.  Just a little note.



bosoxfan_1
Super Advisor

Re: ATA issues with 6_5_22

yes, which ones are you running? the 3c100400 or the 400b's? I presume the code matches that



on the V5000 .



Connecting a console to the ATA and getting a network trace would find root cause of this issue.



One thing, if these are IP ATA's, make sure that they have gotten an IP address...



merlin_1
Super Advisor

Re: ATA issues with 6_5_22

A possibility of the ATA being unknown and not reporting correctly . Can you reboot the system and then reboot the ATA ? Make sure that the NBX is not causing this . Then , if this does not work , start a network trace from the NCP in a hub and capture out of the dumb hub with wireshark , and set up a hyperterm on the ATA  . After a reboot ,  go offhoook on the ATA and see if you get dial tone . Then send the Hyperterm and traces to us for review .



This message was edited by merlin on 3-11-10 @ 2:39 PM
merlin_1
Super Advisor

Re: ATA issues with 6_5_22

What did you find out ?



Did you get the traces and logs ?



Was the system rebooted ?



jeadavis
Advisor

Re: ATA issues with 6_5_22

In the process of troubleshooting this we have found that if we attach the ATA to a V5000 running 6_5_22 we download the firmware and test the ATA, we can then take that ATA and connect it to the V3000 or V3001R running 6_5_22 and it will work properly.  The issue seems to be with the ATA downloading the upgraded frimware or a patch that the V5000 has that the V3000 does not when going from 6_0_63 to 6_5_22. 



 



With Hyperterm attached to the ATA, the ATA appears to be in constant boot/reboot mode.  Once the ATA gets to the end of the bootup it waits shortly and then will go through another reboot sequence.



These ATAs are running as a layer 2 device so no IP necessary.



Sabbah
Occasional Advisor

Re: ATA issues with 6_5_22

Our customer is having same issue. Platform NBX 3001 Analog. All newly added ATA fail to upgrade softawre. Communication is L2 since I have placed ATA in the same Voice VLAN as NCP and other phones.

I connected to ATA console and I keep getting this message repeatedly:

"0323:165401 Downloader     E dnld_Timeout_Check: TIMEOUT: Resending Version Request"

If I take these ATAs and connect them on another NBX system (NBX 3001R 6.0.63), they will work normally.

I am disperately looking for support. We supplied the NBX to this customer in Aug 2010, and now we can not support him, we do not have access to latest software releases, and we can not switch the NBX to SIP mode because HP decided to stop selling the RAM memory upgrade, and we can not supply the requested number of ATAs because again HP stopped selling this product. We are in real bad shape with our customers.

bosoxfan
Trusted Contributor

Re: ATA issues with 6_5_22

the message "Resending version request" coming from the ATA means that that ATA cannot communicate with the NBX. When ATA boots up, it sends Version request to the NBX and the NBX responds with the version it has. However, the ATA is not hearing from the NBX for some reason. check your network and see why the packet is not getting through.
merlin215
Valued Contributor

Re: ATA issues with 6_5_22

Thats what the trace will show us , that the NBX is not downloading to the tel . Possilbe issues :

 

Vlans ?

Where did the ATA come form - Prvious system , maybe something programmed inside the ATA ?

What type of switch port ? 

Access to any vlan that the NBX is on ? 

Sabbah
Occasional Advisor

Re: ATA issues with 6_5_22

The ATA switch port type is Access (vs. trunk). Switch port is on the same voice vlan as all other phones (except that phones are connected to trunk ports, while the ATA is connected to access port). To make sure old configuration is not causing problems, I have used console to apply "nbxEEpromClear" (Is this enough to clear residual configuration?). Also, I have tried connecting the ata to a network port which was already connected to a working phone, but with same result. Strange also to note, is that when I configure IP address, subnet mask and gateway from NBX, the configuration successfully applies to the ATA which automatically restarts at such event! That is why I doubt it is communication problem, since NBX can apply configuration to the ATA, and for some while you can see the status of ATA on the NBX as "Online", but with no dial-tone. Finally same procedure was applied to quantity= 3 of ATA, with same results.

What would be the best procedure to start the process all over? Should I connect the ATA to a trunk port, then configure it with VLAN manually (vcxSetVLANConfig "0124")? Our voice VLAN is 124 (could it be that I am using the commands with wrong syntax of parameters?, ATA is 10400B). Doesn't the ATA and phone use the same communications packets upon startup? I feel if I plug the ATA directly to a network port where a working phone is connected, results should be the same?

I appreciate your guidance on this.

Sabbah
Occasional Advisor

Re: ATA issues with 6_5_22

Today I have taken a 3Com 4500 switch to the customer site, configured it with equivalent configuration to that of the customer's cisco switch (Catalyst 3560), and then connected the NBX and ATAs to this 3Com switch, and all ATA could download the software and got dial tone :smileyhappy:. I have re-connected the NBX and the ATAs back to the cisco switch, and they are working fine. I guess the cisco switch has some strange behavior that blocked the download service.

If anybody has any stock of ATA 3C10400B, please contact me (send me private message).

merlin215
Valued Contributor

Re: ATA issues with 6_5_22

Open a case . We would need to see a trace and logs . It seems that the ATA is not attaching to the NBX for some strange reason . If its layer 2 , then an arp should be recieved by the NBX and it should auto discover . Something else is going on here ....