http://wiki.ipitomy.com/index.php?title=Troubleshooting:_BLF_not_working&feed=atom&action=historyTroubleshooting: BLF not working - Revision history2024-03-28T17:22:04ZRevision history for this page on the wikiMediaWiki 1.35.11http://wiki.ipitomy.com/index.php?title=Troubleshooting:_BLF_not_working&diff=3075&oldid=prevDrew Harrell: moved BLF will not light to Troubleshooting: BLF not working2014-06-03T19:26:13Z<p>moved <a href="/wiki/BLF_will_not_light" class="mw-redirect" title="BLF will not light">BLF will not light</a> to <a href="/wiki/Troubleshooting:_BLF_not_working" title="Troubleshooting: BLF not working">Troubleshooting: BLF not working</a></p>
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</td></tr></table>Drew Harrellhttp://wiki.ipitomy.com/index.php?title=Troubleshooting:_BLF_not_working&diff=3074&oldid=prevDrew Harrell at 19:25, 3 June 20142014-06-03T19:25:20Z<p></p>
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<tr><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>'''My BLF won’t light on my phone. What to do.'''</div></td><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>'''My BLF won’t light on my phone. What to do.'''</div></td></tr>
</table>Drew Harrellhttp://wiki.ipitomy.com/index.php?title=Troubleshooting:_BLF_not_working&diff=3073&oldid=prevDrew Harrell at 19:24, 3 June 20142014-06-03T19:24:32Z<p></p>
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<tr><td colspan="2"> </td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;"></ins></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>'''My BLF won’t light on my phone. What to do.'''</div></td><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"><div>'''My BLF won’t light on my phone. What to do.'''</div></td></tr>
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</table>Drew Harrellhttp://wiki.ipitomy.com/index.php?title=Troubleshooting:_BLF_not_working&diff=3072&oldid=prevDrew Harrell at 19:22, 3 June 20142014-06-03T19:22:49Z<p></p>
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<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>'''My BLF won’t light on my phone. What to do.''' </div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>'''My BLF won’t light on my phone. What to do.'''</div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td></tr>
<tr><td colspan="2"> </td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins style="font-weight: bold; text-decoration: none;"><br/>If you have a phone where a BLF will not come on when it is supposed to, there are several things you can do. The most important thing is to understand is how a BLF is turned on or off. When a phone goes off hook and connects with a call, it sends out a short status packet to the PBX. The packet simply says that the status has changed from available to busy. The PBX then updates all of the phones that have a subscription to the BLF with a status packet indicating that the status has changed to busy. The packet ether got there or it didn’t. If it didn’t, the status will not update. The status should update automatically every 30 minutes or so. If the packet was missed, everything should be back to normal the next time the phone re-subscribes (about every 30 minutes automatically). What can go wrong? The packet might have been lost. What do I do? Why would the packet get lost in the first place? Is it magic? Is it being controlled by “The Force”? Probably not. The packet may have not arrived due to many factors. Most likely the flow of normal packets was disrupted. In the world of SIP, signaling packets have a very short life. They become stale if they are not delivered on time. The SIP packets are delivered using UDP. This protocol does not ask for a positive acknowledgement when a packet is received. It is assumed that it has been received. There are several things that can cause a packet to be delayed on a LAN. All these things have the same symptom. Here is a short troubleshooting guide:</ins></div></td></tr>
<tr><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td><td class='diff-marker'> </td><td style="background-color: #f8f9fa; color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #eaecf0; vertical-align: top; white-space: pre-wrap;"></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">If </del>you <del class="diffchange diffchange-inline">have a phone where a </del>BLF <del class="diffchange diffchange-inline">will not come on when it </del>is <del class="diffchange diffchange-inline">supposed to, there are several things </del>you can <del class="diffchange diffchange-inline">do. The most important thing is to understand is how a BLF is turned on </del>or <del class="diffchange diffchange-inline">off. When a phone goes off hook and connects with a call, it sends out a short status packet </del>to the <del class="diffchange diffchange-inline">PBX</del>. <del class="diffchange diffchange-inline"> The packet simply says that </del>the <del class="diffchange diffchange-inline">status has changed from available to busy</del>. <del class="diffchange diffchange-inline"> The PBX then updates all of the phones </del>that <del class="diffchange diffchange-inline">have a subscription to </del>the <del class="diffchange diffchange-inline">BLF with </del>a <del class="diffchange diffchange-inline">status packet indicating that the status has changed to busy</del>.</div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div> </div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">The packet ether got there or it didn’t. </del>If <del class="diffchange diffchange-inline">it didn’t, </del>the <del class="diffchange diffchange-inline">status will not update. The status should update automatically every 30 minutes or so. If the packet was missed, everything should be back </del>to <del class="diffchange diffchange-inline">normal the next time the phone re</del>-<del class="diffchange diffchange-inline">subscribes </del>(<del class="diffchange diffchange-inline">about every 30 minutes automatically</del>)<del class="diffchange diffchange-inline">. </del></div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div> </div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">What can go wrong?</del></div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">#Make sure you didn't just restart services or reboot your PBX.&nbsp; When </ins>you <ins class="diffchange diffchange-inline">reboot your PBX or restart services, the </ins>BLF <ins class="diffchange diffchange-inline">subscription </ins>is <ins class="diffchange diffchange-inline">lost and </ins>you can <ins class="diffchange diffchange-inline">either reboot your phones </ins>or <ins class="diffchange diffchange-inline">wait until they resubscribe in order </ins>to <ins class="diffchange diffchange-inline">fix </ins>the <ins class="diffchange diffchange-inline">problem</ins>.</div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">The packet might have been lost. What do I do? Why would </del>the <del class="diffchange diffchange-inline">packet get lost in the first place? Is it magic? Is it being controlled by “The Force”? Probably </del>not<del class="diffchange diffchange-inline">. The packet may have not arrived due to many factors. Most likely </del>the <del class="diffchange diffchange-inline">flow </del>of <del class="diffchange diffchange-inline">normal packets was disrupted</del>. <del class="diffchange diffchange-inline"> In the world of SIP, signaling packets have a very short life. They become stale if they are not delivered on time. The SIP packets are delivered using UDP. This protocol does not ask for a positive acknowledgement when a packet is received. It is assumed that </del>it <del class="diffchange diffchange-inline">has been received. There are several things that can cause a packet </del>to <del class="diffchange diffchange-inline">be delayed on </del>a <del class="diffchange diffchange-inline">LAN</del>. <del class="diffchange diffchange-inline"> All these things have the same symptom. </del></div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">#Ensure you phones are on </ins>the <ins class="diffchange diffchange-inline">latest Phone firmware</ins>.</div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">Here is a short troubleshooting guide:</del></div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">#Check </ins>that the <ins class="diffchange diffchange-inline">phone has </ins>a <ins class="diffchange diffchange-inline">call limit set</ins>.<ins class="diffchange diffchange-inline">&nbsp; </ins>If the <ins class="diffchange diffchange-inline">Call Limit under Edit Extensions-> Advanced (in SIP section) is set </ins>to <ins class="diffchange diffchange-inline">0 </ins>- (<ins class="diffchange diffchange-inline">unlimited</ins>) the <ins class="diffchange diffchange-inline">PBX will </ins>not <ins class="diffchange diffchange-inline">track </ins>the <ins class="diffchange diffchange-inline">status </ins>of <ins class="diffchange diffchange-inline">this extension</ins>.<ins class="diffchange diffchange-inline">&nbsp; Make sure you set </ins>it to a <ins class="diffchange diffchange-inline">number higher than your phone can actually handle</ins>.</div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">1. </del>The packet might not be the culprit; maybe your lamp is broken. <del class="diffchange diffchange-inline"> </del>Test this by going to the button on the phone and select diagnostics. <del class="diffchange diffchange-inline"> </del>Select the option lights. <del class="diffchange diffchange-inline"> </del>Did the light come on? <del class="diffchange diffchange-inline"> </del>If it did, it’s not the light.</div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">#</ins>The packet might not be the culprit; maybe your lamp is broken. Test this by going to the button on the phone and select diagnostics. Select the option lights. Did the light come on? If it did, it’s not the light.</div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">2. </del>To narrow this down a little further, it is best to remove all doubt. <del class="diffchange diffchange-inline"> </del>Restore the phone to factory defaults and reprogram it. <del class="diffchange diffchange-inline"> </del>Test it and see if the problem happens again. <del class="diffchange diffchange-inline"> </del>If it does, go to the next step.</div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">#</ins>To narrow this down a little further, it is best to remove all doubt. Restore the phone to factory defaults and reprogram it. Test it and see if the problem happens again. If it does, go to the next step.</div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">3. </del>Isolate the Issue. <del class="diffchange diffchange-inline"> </del>The easiest way to do this is to swap the phone with one that is working ok and has not demonstrated this issue. <del class="diffchange diffchange-inline"> </del>If the problem follows the phone, it is most likely a setting or something wrong with the phone. If the problem follows the location and happens on the other phone in this same location, the problem is probably on the segment of the LAN. <del class="diffchange diffchange-inline"> </del>After this has been tested, try swapping the ports on the data switch. <del class="diffchange diffchange-inline"> </del>It could be a bad port on the switch.</div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">#</ins>Isolate the Issue. The easiest way to do this is to swap the phone with one that is working ok and has not demonstrated this issue. If the problem follows the phone, it is most likely a setting or something wrong with the phone. If the problem follows the location and happens on the other phone in this same location, the problem is probably on the segment of the LAN. After this has been tested, try swapping the ports on the data switch. It could be a bad port on the switch.<ins class="diffchange diffchange-inline">&nbsp;</ins></div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">4. </del>Look at the Monitor screen in the PBX Setup – Reports menu. <del class="diffchange diffchange-inline"> </del>Is that extension lagged? <del class="diffchange diffchange-inline"> </del>Does it show the same number of milliseconds as the other phones on the monitor screen? <del class="diffchange diffchange-inline"> </del>The number of milliseconds represents the amount of time it takes a packet to travel round trip from the PBX to the phone. <del class="diffchange diffchange-inline"> </del>If this extension looks like it has a longer time than the other phones, it could be caused by a weak connection. <del class="diffchange diffchange-inline"> </del>Using the diagnostic tools in the reports section, use the ping tool to ping the IP address of the phone. <del class="diffchange diffchange-inline"> </del>If the ping time seems a little lagged, you need to look at the network. <del class="diffchange diffchange-inline"> </del>Try running the traceroute utility to the IP address of the phone. <del class="diffchange diffchange-inline"> </del>The traceroute utility will show if there is any packet loss.</div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">#</ins>Look at the Monitor screen in the PBX Setup – Reports menu. Is that extension lagged? Does it show the same number of milliseconds as the other phones on the monitor screen? The number of milliseconds represents the amount of time it takes a packet to travel round trip from the PBX to the phone. If this extension looks like it has a longer time than the other phones, it could be caused by a weak connection. Using the diagnostic tools in the reports section, use the ping tool to ping the IP address of the phone. If the ping time seems a little lagged, you need to look at the network. Try running the traceroute utility to the IP address of the phone. The traceroute utility will show if there is any packet loss.</div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">5. </del>Put a cable tester on the segment and make sure that it is performing at Cat5 or better (if it does not test out, check all of the cable connections and replace or re-terminate the wall jacks and plugs). <del class="diffchange diffchange-inline"> </del>If you don’t have a cable tester, try reseating all of the RJ-45 plugs in the segment; they may not be properly connected. <del class="diffchange diffchange-inline"> </del>If you simply want to do all you can to get on to the next stop on your day, re-terminate all the wall jacks and test. <del class="diffchange diffchange-inline"> </del>You might be pleasantly surprised that the issue has disappeared.</div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">#</ins>Put a cable tester on the segment and make sure that it is performing at Cat5 or better (if it does not test out, check all of the cable connections and replace or re-terminate the wall jacks and plugs). If you don’t have a cable tester, try reseating all of the RJ-45 plugs in the segment; they may not be properly connected. If you simply want to do all you can to get on to the next stop on your day, re-terminate all the wall jacks and test. You might be pleasantly surprised that the issue has disappeared.</div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">6. </del>If you have now retested the segment with your cable tester and are confident that the cables do not have a problem, then we must look at the Quality of Service settings in the Data Switch. <del class="diffchange diffchange-inline"> </del>If QOS is not set up properly, large data transfers can block packets occasionally on the LAN. <del class="diffchange diffchange-inline"> </del>QOS is easy to setup. <del class="diffchange diffchange-inline"> </del>Just follow the instructions provided by the data switch manufacturer. <del class="diffchange diffchange-inline"> </del>If you don’t have a Smart/Managed Switch, you will not be able to set the QOS parameters on the LAN. <del class="diffchange diffchange-inline"> </del>It is recommended that you have one installed if you want to resolve this issue.</div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">#</ins>If you have now retested the segment with your cable tester and are confident that the cables do not have a problem, then we must look at the Quality of Service settings in the Data Switch. If QOS is not set up properly, large data transfers can block packets occasionally on the LAN. QOS is easy to setup. Just follow the instructions provided by the data switch manufacturer. If you don’t have a Smart/Managed Switch, you will not be able to set the QOS parameters on the LAN. It is recommended that you have one installed if you want to resolve this issue.</div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div><del class="diffchange diffchange-inline">7. </del>If for some reason you are not able to set up QOS on the LAN, you will need to discuss the options with the owner. <del class="diffchange diffchange-inline"> </del>If they do not want to purchase a Smart/Managed Switch capable of setting QOS, your only choice will be to explain to them that they must refrain from large bandwidth using applications such as videos, Internet music and other apps that are taking up large amounts of bandwidth. <del class="diffchange diffchange-inline"> </del>QOS will eliminate the issue and give voice packets priority over the other data packets. <del class="diffchange diffchange-inline"> </del></div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div><ins class="diffchange diffchange-inline">#&nbsp;</ins>If for some reason you are not able to set up QOS on the LAN, you will need to discuss the options with the owner. If they do not want to purchase a Smart/Managed Switch capable of setting QOS, your only choice will be to explain to them that they must refrain from large bandwidth using applications such as videos, Internet music and other apps that are taking up large amounts of bandwidth. QOS will eliminate the issue and give voice packets priority over the other data packets. 8. Packet Capture. It is possible to use the packet capture utility to capture some packets to make sure that the packets are being sent from/to the PBX or from/to the phone.</div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>8. Packet Capture. <del class="diffchange diffchange-inline"> </del>It is possible to use the packet capture utility to capture some packets to make sure that the packets are being sent from/to the PBX or from/to the phone. <del class="diffchange diffchange-inline"> </del>The packet capture is only helpful if it is real small and only contains the 30 seconds of data required to reproduce the issue. <del class="diffchange diffchange-inline"> </del>If you cannot reproduce the issue while the packet capture is on for just a very short amount of time, it is like looking for a needle in a haystack. </div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div> </div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>There is no such thing as black magic. <del class="diffchange diffchange-inline"> </del>The BLF did not turn on for a good reason. <del class="diffchange diffchange-inline"> </del>If you want to go with the percentages, it breaks down like this:</div></td><td class='diff-marker'>+</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #a3d3ff; vertical-align: top; white-space: pre-wrap;"><div>The packet capture is only helpful if it is real small and only contains the 30 seconds of data required to reproduce the issue. If you cannot reproduce the issue while the packet capture is on for just a very short amount of time, it is like looking for a needle in a haystack. There is no such thing as black magic. The BLF did not turn on for a good reason. If you want to go with the percentages, it breaks down like this: Less than 1% light is out. Check it anyway in diagnostics. It does not take any time. Less than 1% The phone is broken. This is very unlikely for a BLF 85% Cabling – Loose connector – bad patch cord 13% QOS not set up or set up wrong Moral of the story: Carry a known good patch cable and some tools to re-connect the wall jacks. Rule this out first and you will save a lot of time over the long run.</div></td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>Less than 1% <del class="diffchange diffchange-inline"> </del>light is out. <del class="diffchange diffchange-inline"> </del>Check it anyway in diagnostics. <del class="diffchange diffchange-inline"> </del>It does not take any time.</div></td><td colspan="2"> </td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>Less than 1% The phone is broken. <del class="diffchange diffchange-inline"> </del>This is very unlikely for a BLF</div></td><td colspan="2"> </td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>85% <del class="diffchange diffchange-inline"> </del>Cabling – Loose connector – bad patch cord</div></td><td colspan="2"> </td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>13% <del class="diffchange diffchange-inline"> </del>QOS not set up or set up wrong</div></td><td colspan="2"> </td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>Moral of the story:</div></td><td colspan="2"> </td></tr>
<tr><td class='diff-marker'>−</td><td style="color: #202122; font-size: 88%; border-style: solid; border-width: 1px 1px 1px 4px; border-radius: 0.33em; border-color: #ffe49c; vertical-align: top; white-space: pre-wrap;"><div>Carry a known good patch cable and some tools to re-connect the wall jacks. <del class="diffchange diffchange-inline"> </del>Rule this out first and you will save a lot of time over the long run.</div></td><td colspan="2"> </td></tr>
</table>Drew Harrellhttp://wiki.ipitomy.com/index.php?title=Troubleshooting:_BLF_not_working&diff=2084&oldid=prevJohn Wolfe: Created page with "'''My BLF won’t light on my phone. What to do.''' If you have a phone where a BLF will not come on when it is supposed to, there are several things you can do. The most ..."2013-05-23T18:31:46Z<p>Created page with "'''My BLF won’t light on my phone. What to do.''' If you have a phone where a BLF will not come on when it is supposed to, there are several things you can do. The most ..."</p>
<p><b>New page</b></p><div>'''My BLF won’t light on my phone. What to do.''' <br />
<br />
<br />
If you have a phone where a BLF will not come on when it is supposed to, there are several things you can do. The most important thing is to understand is how a BLF is turned on or off. When a phone goes off hook and connects with a call, it sends out a short status packet to the PBX. The packet simply says that the status has changed from available to busy. The PBX then updates all of the phones that have a subscription to the BLF with a status packet indicating that the status has changed to busy.<br />
The packet ether got there or it didn’t. If it didn’t, the status will not update. The status should update automatically every 30 minutes or so. If the packet was missed, everything should be back to normal the next time the phone re-subscribes (about every 30 minutes automatically). <br />
What can go wrong?<br />
The packet might have been lost. What do I do? Why would the packet get lost in the first place? Is it magic? Is it being controlled by “The Force”? Probably not. The packet may have not arrived due to many factors. Most likely the flow of normal packets was disrupted. In the world of SIP, signaling packets have a very short life. They become stale if they are not delivered on time. The SIP packets are delivered using UDP. This protocol does not ask for a positive acknowledgement when a packet is received. It is assumed that it has been received. There are several things that can cause a packet to be delayed on a LAN. All these things have the same symptom. <br />
Here is a short troubleshooting guide:<br />
1. The packet might not be the culprit; maybe your lamp is broken. Test this by going to the button on the phone and select diagnostics. Select the option lights. Did the light come on? If it did, it’s not the light.<br />
2. To narrow this down a little further, it is best to remove all doubt. Restore the phone to factory defaults and reprogram it. Test it and see if the problem happens again. If it does, go to the next step.<br />
3. Isolate the Issue. The easiest way to do this is to swap the phone with one that is working ok and has not demonstrated this issue. If the problem follows the phone, it is most likely a setting or something wrong with the phone. If the problem follows the location and happens on the other phone in this same location, the problem is probably on the segment of the LAN. After this has been tested, try swapping the ports on the data switch. It could be a bad port on the switch.<br />
4. Look at the Monitor screen in the PBX Setup – Reports menu. Is that extension lagged? Does it show the same number of milliseconds as the other phones on the monitor screen? The number of milliseconds represents the amount of time it takes a packet to travel round trip from the PBX to the phone. If this extension looks like it has a longer time than the other phones, it could be caused by a weak connection. Using the diagnostic tools in the reports section, use the ping tool to ping the IP address of the phone. If the ping time seems a little lagged, you need to look at the network. Try running the traceroute utility to the IP address of the phone. The traceroute utility will show if there is any packet loss.<br />
5. Put a cable tester on the segment and make sure that it is performing at Cat5 or better (if it does not test out, check all of the cable connections and replace or re-terminate the wall jacks and plugs). If you don’t have a cable tester, try reseating all of the RJ-45 plugs in the segment; they may not be properly connected. If you simply want to do all you can to get on to the next stop on your day, re-terminate all the wall jacks and test. You might be pleasantly surprised that the issue has disappeared.<br />
6. If you have now retested the segment with your cable tester and are confident that the cables do not have a problem, then we must look at the Quality of Service settings in the Data Switch. If QOS is not set up properly, large data transfers can block packets occasionally on the LAN. QOS is easy to setup. Just follow the instructions provided by the data switch manufacturer. If you don’t have a Smart/Managed Switch, you will not be able to set the QOS parameters on the LAN. It is recommended that you have one installed if you want to resolve this issue.<br />
7. If for some reason you are not able to set up QOS on the LAN, you will need to discuss the options with the owner. If they do not want to purchase a Smart/Managed Switch capable of setting QOS, your only choice will be to explain to them that they must refrain from large bandwidth using applications such as videos, Internet music and other apps that are taking up large amounts of bandwidth. QOS will eliminate the issue and give voice packets priority over the other data packets. <br />
8. Packet Capture. It is possible to use the packet capture utility to capture some packets to make sure that the packets are being sent from/to the PBX or from/to the phone. The packet capture is only helpful if it is real small and only contains the 30 seconds of data required to reproduce the issue. If you cannot reproduce the issue while the packet capture is on for just a very short amount of time, it is like looking for a needle in a haystack. <br />
There is no such thing as black magic. The BLF did not turn on for a good reason. If you want to go with the percentages, it breaks down like this:<br />
Less than 1% light is out. Check it anyway in diagnostics. It does not take any time.<br />
Less than 1% The phone is broken. This is very unlikely for a BLF<br />
85% Cabling – Loose connector – bad patch cord<br />
13% QOS not set up or set up wrong<br />
Moral of the story:<br />
Carry a known good patch cable and some tools to re-connect the wall jacks. Rule this out first and you will save a lot of time over the long run.</div>John Wolfe