atcomsystems.ca/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems IPedge issues

After switching the customer from Windstream to WOW for there SIP trunks , the voicemail to email has stopped working. Any ideas ? Nothing has changed except the SIP trunk provider . I have the phones set to delete after it sends the voimail to email and it will delete but never get a email , we have checked there spam filter nothing there. If i go to the SMTP settings and do a test email i get SMTP failed please check credentials and try again. HELP

Who is the internet provider? If it changed it could effect voicemail to email.

Hi Steve

If the internet connection changed then the voicemail SMTP server will need to be changed to the one for the new ISP

The internet from WOW is only use for a VPN connection to another location , nothing changed with there main internet from Comcast

Are you able to ping the SMTP server from the IPedge?
Have you looked at the V log files in the VM under Utilities/logs as this will give you the SMTP connection details

I couldn't ping it from a computer on there network but I did find a SMTP tester online and that tested find.

You need to log into the IPedge from a console session (SSH or physical screen/keyboard) and do a ping and tracert to the SMTP server to see if the IPedge can contact it successfully.

From the Vxxxxx.log it will show something like

12/03 10:24:05.659 DBG T3SRV: TEST_SMTP [email protected] [email protected]
12/03 10:24:05.688 ERR Connecting to 192.168.0.1:25: Operation now in progress
12/03 10:24:05.688 DBG ReadLine started
12/03 10:24:05.689 DBG Receive returned: 0
12/03 10:24:05.689 DBG T3SVR: Session ended.

painebickers-com.mail.protection.outlook.com is the server . whats wierd is everything was working just fine

Connect using Putty and enter the smadmin command. Select 6 then 3. Leave a message and you can watch the SMTP traffic in real time. It will show if the VM is able to contact the email server and whether the login is valid.If you are using Msync you won't see anything though...

Are you using an Authenticated user account or are you just trying to send the email without authentication.
If you are trying to send an email using a user account, the maybe you should make sure that the username and password haven't changed.

Based on the server address, it appears that you are sending email messages directly without a user account. Sometimes Office 365 can be a pain trying to send email messages without a user account. Here is a way to do it. You will need their IT help.
https://docs.microsoft.com/en-us/ex...application-to-send-email-using-office-3

You mentioned that the voicemail gets deleted.Normally this will only happen once the email is accepted by the email server. If the email message fails to send, then the voicemail should still be in the user's voicemail box. I think that the email messages are being accepted by the Outlook 365 server but then filtered as junk automatically. Have their IT look at the link above.

So Steve did you look in the log file for confirmation of the email being sent or rejected?

The suggestion above by sjw827 is also valid but the you would need to know the Linux root/admin password for the IPedge to be able to access smadmin.

If you are unsure you can always PM me the log file and I can take a look.

Check DNS too - as others have said let us see the vlog of the test smtp interaction for anything more helpful than a guess.

After digging into this I have found that the gateway IP in the system is 192.168.46.245 which is the WOW Adtran and the internet isn't coming from the Adtran , if I change the gateway to the customers firewall the SIP trunks stop working ??

This is a touch and go situation. If the new SIP providers adtran has an inside interface that you utilize for a SIP peer and it's on the same network as the IPedge you should be alright going back to the original gateway. If you peer with a fqdn or a public IP and put back the old gateway your traffic won't pass through the Adtran without using a static route which is a setting on later software releases of the IPedge.

Not sure I understand what your saying , the customers firewall is a 192.168.46.1. Currently bond 0 is set for 192.168.46.254 , Ihad posted that is was 192.168.46.245 it is 254

I'm not sure how much I can offer on this without breaking the rules of this board. Are you able to get support from a Toshiba vendor?

If your domain name and/or sip server are an internal IP, likely the adtran, you can switch the next hop back to the firewall. If the domain name and/or sip server or a public address or a fqdn name that won't work. Understanding how IP traffic works here is necessary.

I am a Toshiba vendor , the IPedge maintenance is out of date and the customer doesn't want to pay to get it up to date just for this.

Understandable. The big question is how is the SIP peer programmed. What's in the sip server / domain name field.

They are both 10.37.65.4

Even without knowing the mask the SIP Peer address and the phone system are not going to be in the same network, therefore the default gateway will come into play. You'll need to setup a static route to get SIP traffic to get across the adtran.

So set the static route up in the IPedge or the customers firewall ? Then I can set the gateway in the IPedge to the customers firewall ?

The static route in this case would be done in the IPedge. It was added in later releases though so YMMV.

So in order to accommodate the new SIP trunks, you changed the default gateway for the IPEdge to use the SIP trunk provider's router. Well, I assume that this IPEdge isn't 1.7.X, or it would have been complaining about the licensing without an Internet connection

As mentioned, the static route in the IPEdge Enterprise Manager was added in later versions. There may be a way to do this in Webmin, but I haven't had to do this yet. If what I am understanding, the default gateway should point to the Internet router, and a static route would need to be added to reach the SIP server.

Anyone care to help with setting up a static route ?

newtecky thats what I did and the voicemail to email started working with no calls in or out over the SIP trunks ?? I'm not sure if I had the route setup correctly or not as I can't find any documentation on it on FYI

How did you setup the static route?

Programming for it is in the manual for the latest release on FYI.

The only installation manuals I see are for virtual server , I selectected bond0 , entered the IP of the SIP server in network , entered subnet mask , entered gateway. Where I am confused is where it says network , what address is it wanting ? And the gateway firewall gateway or SIP gateway ?

At one time I thought that they had network settings in Webmin. I am looking at a 1.6.X system and it isn't there anymore. They slowly removed some settings from Webmin I know that Toshiba support can unlock a lot more settings in Webmin with their login. It looks like Static Routes was added to the system setup in 1.7.4, based on an FYI KB. I currently don't see a way to setup a static route in version before that one.

While I have not used static routes in the IPEdge, I have used it in other systems. I'll go over this real quick, even though I am not sure how you will be able to set this up.
Basically you would want to have the default gateway in the system set to the Internet router. That way the system knows how to get onto the Internet.
The static route will tell the system how to connect to the SIP server.

Based on the information from your previous post, this is how you would ideally want this setup:
Default gateway:192.168.46.1
Static route:
Network - 10.37.65.0 (Network addresses end in 0)
Subnet: 255.255.255.0
Gateway: 192.168.46.254

Basically you are telling the system that if it needs to connect to the 10.37.65.0 network (including the SIP server at 10.37.65.4) use this other gateway instead of the default gateway.

Not sure how to process without a static route option in this system if this isn't in setup or Webmin. Too bad you customer missed out on the Toshiba Top off promotion.I think that they either need to renew SUS, or find a Linux guru that knows how to add static routes.

Hi Steve

I can add a static route to the IPedge for you through Webmin but I will need remote access to the system
Can you send me a PM with the site details and confirming the route to be added.

Thanks I will try it again tonight

Does the act as router need to = yes ??

I am not sure about that option. If it's asking if the IPEDge should act like a router (Pass traffic to the remote network) then I would say no.

So how did you get on with this Steve?