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Voip Troubleshooting Guide

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Voip Troubleshooting Guide VoIP troubleshooting guide Document Reference: Volker Schüppel 16.03.2010 1 CONTENT 1 CONTENT ................................................................................................................................................. 2 2 SCOPE...................................................................................................................................................... 3 3 TCP/UDP PORT USAGE.......................................................................................................................... 4 4 VOIP STATISTIC WINDOW...................................................................................................................... 5 4.1 Statistic configuration 6 4.2 Most important values 6 5 UTILITYS .................................................................................................................................................. 9 5.1 Ping 9 5.2 SuperScan 9 6 PROBLEM: NO CONNECTION.............................................................................................................. 11 6.1 Check configuration 11 6.2 Check IP conflicts 11 6.3 Check Ethernet connection 11 6.4 Ping 12 6.5 Roundtrip delay 12 6.6 Packet loss 12 6.7 Jitter 13 6.8 Scan UDP and TCP ports 13 7 PROBLEM: CONNETION UNSTABLE .................................................................................................. 14 7.1 Check Ethernet connection 14 7.2 Roundtrip delay 14 7.3 Packet loss 15 7.4 Jitter 15 Page 2/15 2 SCOPE This document is written for all users who are going to install and service Artist VoIP products. The product range includes VoIP-008, VoIP-108, ConnectIP x2, Connect IP x8 and the VCP-1004. This document does not cover the product “Connect IP”. In difference to other audio connections like AIO or AES, VoIP relies on an IP network, which is is much more complex than a simple cable. This document helps finding network problems. Readers of this document must have good knowledge of IP networks. Page 3/15 3 TCP/UDP PORT USAGE The following example shows the TCP- and UDP-Port usage of two interconnected VoIP-108 cards. Connect IP x8 uses exactly the same ports. Connect IP x2 uses the same port for signalling, but has two audio channels only. VCP-1004 is only using one channel. VoIP-108 VoIP-108 TCP 5060 Signaling Signaling UDP 5004, 5005 Audio ch. #1 Audio ch. #1 Audio ch. #2 UDP 5006, 5007 Audio ch. #2 Audio ch. #3 UDP 5008, 5009 Audio ch. #3 UDP 5010, 5011 Audio ch. #4 Audio ch. #4 UDP 5012, 5013 Audio ch. #5 Audio ch. #5 UDP 5014, 5015 Audio ch. #6 Audio ch. #6 UDP 5016, 5017 Audio ch. #7 Audio ch. #7 Audio ch. #8 UDP 5018, 5019 Audio ch. #8 Page 4/15 4 VOIP STATISTIC WINDOW Most of the network problems can be found using the VoIP statistic window. Just click on the symbol in Director software and it opens the window. The window is divided into three parts. • The configuration tree displays the VoIP-108 cards of the system configuration. You can select the whole network, a node or a card. • Depending on the selection in the configuration tree, the port statistic displays all values of the whole net, a node or a card. If you only select a card, the display automatically refreshes every 10 seconds. If you select the network or a node, you must press to refresh. The list contains all ports, even if they are not configured. If you want to reduce the list to the ports of the configuration tick . • The logging window displays various VoIP specfifc information received from the cards. Page 5/15 Sometimes it makes sense to write the stastic into the Director logfile in order to pass it to someone else. You can also copy the data from the logfile and import it into an excel sheet. Tick and the statistic will be written with every refresh. 4.1 Statistic configuration The columns of the port statistic can be adjusted to those data which is interresting for you. You can also change the order. Pressing will open the window configuration dialog. Use the tick boxes and the arrows to adjust the statistic window. 4.2 Most important values Value Description Ethernet Link Link status of the ethernet connection. Becomes “connected” when the ethernet cable is connected to another device, e.g. a network switch. SIP connection Connection status to the other VoIP device, e.g another status VoIP-108 card. If it’s “connected” it can talk with the Page 6/15 remote side. A channel has a green background colour when connected, otherwise red. Audio Packets : Audio packets that were lost on the network. If there is a value other than 0, your network drops packets. RxErrorOrLostCount This counter will only work, if you you have a SIP TxErrorOrLostCout connection and transmit audio. If you don’t have audio on the channel, the counter will always stay 0. Audio Packets : Jitter is technically the measure of the variability over time of the latency across a network. The Jitter acceptence Jitter depends on the receive buffer setting for this channel. Please see the document “VoIP_Network_Planning_Guide”. Receive buffer 80ms : max Jitter 20ms Receive buffer 160ms: max Jitter 40ms Receive buffer 320ms: max Jitter 80ms If the Jitter excceds these limits, it will cause packet loss. Jitter measuremnet will only work, if you have a SIP connection and transmit audio. If you don’t have audio on the channel, the value will always stay 0. Audio Packets : This is the delay of your network measured from the local port to the remote port and back to the local port RoundTripTime (roundtrip). The roundtrip delay must not exceed 5000 ms. This counter will only work, if you you have a SIP connection and transmit audio. If you don’t have audio on the channel, the counter will always stay 0. Panel Signalling : Panel Signalling (Control) packets that were lost on the network. If there is a value other than 0, the panel RxErrorOrLostCount connection will not work reliable. TxErrorOrLostCout This value only makes sense if you have a panel configured on this channel. For 4-wire connections the counter will always be 0. Page 7/15 Acceptable networks have the following values for the most important statistics: Ethernet Link Always “connected” SIP connection status Always “connected” Audio Packets : RxErrorOrLostCount 0 Audio Packets : TxErrorOrLostCount 0 Audio Packets : Jitter Always less than 80 ms Audio Packets : Round Trip Time Always less than 2000 ms Panel Signalling : RxErrorOrLostCount 0 Panel Signalling: TxErrorOrLostCount 0 If your network is not within these limits, something is wrong and must be fixed. Page 8/15 5 UTILITYS This chapter describes common utilities which can be used for network analysis. 5.1 Ping Ping is a tool to test whether an IP device is reachable across the network. It works by sending ICMP echo requests which are answered by the remote side. Additionally ping measures the round trip delay a statistic about packet loss. Microsoft Windows comes with a default ping application and it’s not necessary install it. It can only be used from a console. The default usage is “ping IPaddress ” in order to send 4 pings. With the optional parameter –t it will send pings unless the user interrupts with CTRL-C. For further options, please have a look into the Microsoft documentation “ping /?”. 5.2 SuperScan SuperScan is free software tool developed by Foundstone, http://www.foundstone.com/us/index.asp . It can be dowloaded from their or other websides. SuperScan is a tool to test whether a network filters UDP or TCP ports. It also contains other functionality, but for VoIP troubleshooting the focus is on detecting port blocker, i.e. firewalls. Page 9/15 The screenshot displays the required settings for scanning the Artist VoIP audio and signalling ports. Page 10/15 6 PROBLEM: NO CONNECTION This is probably the most common problem. The VoIP ports of two devices cannot connect at all. The intention of the following checklist is that the user goes through it step by step. When a check fails, the user should fix it and proceed with the next step until the VoIP ports are able to connect. 6.1 Check configuration Make sure your configuration is correct. Check all IP releated settings in Director software and on the Connect IP x2 / x8 webpage. VoIP-108: The local IP address, network mask and default gateway are configured in the card property window. The remote IP address (the port you want to connect to) and SIP-ID is configured in the port property window. Connect IP x2 / x8: The local IP address, network mask, default gateway and SIP- IDs are configured on the webpage. It’s not necessary to configure remote ports. VCP-1004: Go to the options page and verify that SIP-username and IP-address of the local interface are set correctly. 6.2 Check IP conflicts Make sure you haven’t got dublicate IP addresses in your network. Make sure that you haven’t got dublicate SIP-IDs on the same device. 6.3 Check Ethernet connection There are several possibilities to check the Ethernet Link. VoIP-108: • Rear card LED at the ethernet connector • LED on the switch/hub/router • EthernetLink in Director VoIP statistic window Connect IP x2 / x8: • LED at the ethernet connector • LED on the switch/hub/router Page 11/15 VCP-1004: • LED of the PC network card • Network interface state in Windows If you haven’t got an ethernet link, swap the cable, swap broken switch, swap broken VoIP card, swap broken VoIP rear card etc. Swap hardware one by one. Do not change multiple things at the same time. 6.4 Ping Ping the other side. Connect a PC to local network and ping the remote IP device. Connect a PC to the remote network and ping the local IP device. If you cannot ping the devices, there’s a problem in the network. It could be an IP routing issue or a broken network switch / hub / router. Some firewalls filter ICMP echo requests (ping). VCP-1004: If you cannot ping the PC, make sure that Pings are not disabled in the windows firewall.
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