06. Troubleshooting

TROUBLE SHOOTER

 

Before you start trouble shooting you need to configure Noojee Provision to assist with your trouble shooting.

Things you need to know 

Installation directory: /opt/njprovision

Log directory: /var/log/njprovision

Configuration file: /opt/njprovision/config/NoojeeProvision.xml

Log4j file: /opt/njprovision/config/log4j.xml

The first thing to do is turn up Noojee Provision's logging.

Edit log4j.xml and find the root logger which should look like this:

   <root>
        <priority value="ERROR"></priority>
        <appender-ref ref="FILE" />
    </root>

change it to  

    <root>
        <priority value="DEBUG"></priority>
        <appender-ref ref="FILE" />
    </root>
This will take affect immediately. There is no need to restart Noojee Provision. Make certain that you turn it off as it generates very large log files.

Run 'netstat natu' to check that Noojee Provision is listen on TCP port 80 and UDP port 69.

In a command prompt run:

tail -f /var/log/njprovision/njprovision.log

In a separate command prompt run:

asterisk -r 

Now reset a phone and initially watch the output from the above 'tail' command. 

You should see the phone request a configuration file and Noojee Provision allocate an extension number. 

 Symptoms: 

Phone doesn't get an IP Address.

Check  that a dhcp service is configured and operational.

Phone gets a different IP address each time it boots 

If the phone appears to be randomly allocated different IP address each time the phone boots (or even just occasionally) and one of the IP addresses is not from the expected range then you probably have two DHCP servers running on your network.

No output to tail command

Check the phone gets an IP address from the expected range. If not its a DHCP problem.

Check that Noojee Provision is running and listening on port 80 and 69 using netstat. 

If the phone gets an IP address as expected then check your DHCP server has been configured with a bootp entry suitable for you handset (as per the installation guide).
Check that the phone is allocated an IP address from the expected range. If no then you may have two DHCP servers in running on the network. This is not allowed.

Phone doesn't request a configuration file from NJProvision

 Phone Registers with Noojee Provision but not Asterisk 

Check that the template file is correct for you phone.

Check the phones configuration using the phones web configuration page to ensure that it is being configured as expected.

If the phone is a Snom running version 7 of the firmware, ensure it's running at least version 7.1.24.  Earlier versions had bugs that often resulted in failed registrations with Asterisk.