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stevenjames

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Hi,

I have a Kerio Operator Box 1210 with 2 Snom 821 phones. I can make and receive calls both externally and internally but there is no audio.

this is the repeated error I receive in the error log when trying to make a call:

[22/Sep/2014 12:20:15] asterisk[1962]: ERROR[10647]: tcptls.c:470 in ast_tcptls_client_start: Unable to connect SIP socket to 192.168.101.118:49366: Connection refused

any help would be much appreciated.

Steven
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Filip Jenicek (Kerio)

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Hi,

does it work fine when you disable encryption on those extensions?

Have you tried to factory reset the phone?

Are the phones on the same LAN as Operator?

What firmware version do they use?

Filip
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stevenjames

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Hi Filip,

Encryption is off on both extensions, both phones have been factory reset and are currently using firmware 8.7.3.25 and are both on the same Lan as Kerio operator.

Steven
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mjackson

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I am also running 821's and when we first went live we had to disable Identity/RTP/RTP Encryption on the phone. I think the phone auto provisions this now but it does sound like the same problem I was having and may be worth a check.

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Filip Jenicek (Kerio)

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It sounds like the phones are not configured correctly. By default, they should communicate over UDP, not TCP/TLS. Have you tried to factory reset them?

In case it doesn't help, can I ask you to do the following:
1. Enable debug logs: asterisk, asterisk(detailed)
2. Start packet sniffer
3. Factory reset the phone
4. Make a test call to demonstrate that it doesn't work
5. Generate a support info file (link at the bottom of the System Health screen)
6. Send the packet dump, debug log and support info file to my email fjenicek<_at_>kerio.com

Best
Filip
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