Avaya J100 Troubleshooting

Avaya J100 Troubleshooting

CommsPlus DistributionA picture containing text, clipartDescription automatically generated


Avaya J100 Troubleshooting



Configuring J100 Phone


  • We recommend using Avaya DES when deploying J100 Phone

https://commsplus.zohodesk.com.au/portal/en/kb/articles/avaya-des-server-setup


  • Or using a DHCP Server onsite with a specific option 242 for the Avaya J100 phones

https://commsplus.zohodesk.com.au/portal/en/kb/articles/avaya-ipo-using-dhcp-scope-on-network-to-setup-avaya-ip-sip-phones


  • Alternatively, you can power on a Phone, select No to Auto Provisioning, wait for the phone to get an IP address from the network, then when prompted. Enter the address of the phone system (depending on the deployment




​


Phone Displays Acquiring Service
  • Confirm you can browse to the IPO 46xxsettings file using your laptop, while on the same network as the phone (examples below)







  • Confirm the Phone File Server Type is set to Memory Card (IP500v2) or Disk (IPOSE) - this is in System tab of System in Manager


  • Confirm the phone is IP Office compatible (note J100 3PCC Phones cannot register to IP Office) check link below for known serial numbers

https://commsplus.zohodesk.com.au/portal/en/kb/articles/avaya-j-series-handsets-product-id-codes-ipo-3pcc-3rd-party-open-sip-firmware-commsplus


  • Access the Administration on the Phone and scroll down and select SIP, select SIP Global Settings, check and confirm if the SIP Domain is showing correctly


  • Access the Administration on the Phone and scroll down and select SIP, select SIP Proxy List, check and confirm if the SIP Domain is showing correctly


  • If the SIP settings are correct, the issue could be with the certificate (if using TLS) to bypass the certificate follow the steps in the guide below to manually configure the phone with TCP 

https://commsplus.zohodesk.com.au/portal/en/kb/articles/avaya-j100-handset-change-registration-from-tls-to-tcp-commsplus

  • Check the Primary folder in the IPO Embedded File Management for a file called 46xxsettings.txt (if it is in the folder, download and delete the file) then reset the phone to default and register again


  • Check the Primary folder in the IPO Embedded File Management for a file called WebRootCA.pem (if it is in the folder, download and delete the file) then reset the phone to default and register again




Certificate Issues


Public Certificate Checks    

If using a public certificate

  • Once the public certificate has been applied to the IPO
  • Browse and download the certificate (example https://FQDN:411/WebRootCA.pem
  • Rename the downloaded file to WebRootCA.cer and view the certificate
  • Confirm this certificate matches the top certificate in the certificate chain (if it doesn’t match)
  • Check the Primary folder in the IPO Embedded File Management for a file called WebRootCA.pem (if it is in the folder, download and delete the file) then reset the phone to default and register again


  • In IPO Security
  • Ensure the public certificate is showing correctly in IPO Security – Identity Certificate
  • Ensure the certificates in the chain are also added in IPO Security - In the Trusted Certificate Store


  • Public Certificate providers have started updating their certificate chains, which results in the original public certificate chain top certificate (which is used by the phone as the WebRootCA.pem) is changed in the new public certificate chain


  • When this happens, the phones will fail to register as the WebRootCA.pem they have is no longer matching


  • Avaya have advised the three options to rectify this, on the link below 


  • Note, we have found that the system needs to be on 11.1.3.2 for this to work, it looks like there are bugs in earlier 11.1 versions. Additionally, this needs to be carried out before the original certificate expires. We do not recommend the pre 11.1 solution

https://documentation.avaya.com/en-us/home/bundle/ip-office/IPOfficeSecurity/appendices/Secure_Provisioning_for_9600_H323/Changing_an_IP_Office_Root_CA_Certificate


  • As advised on the link above. The last option is to reset the phones to default once the new public certificate has been applied, so they will download the new WebRootCA.pem certificate and be able to register again