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TE30 fail to call another TE30 in different network

Publication Date:  2019-03-19 Views:  100 Downloads:  0

Issue Description

Call or video conference can’t be set up successfully due to version upgrade process.

Alarm Information


Handling Process

1)    Upgrade the TE30 version


2) The call keep on set up and hang up continuously.


3) Collect logs and export it to do analysis.


4) Check the conference setting. After the upgrade process, the settings will automatically enable "Wi-Fi Preferred" function.


5) Check and confirm whether the endpoint was registered in Switch Center.

Root Cause

Fail to set up the call after the version upgraded. The main reason is after upgrade the settings will change to wi-fi preferred and TE30 will use the wi-fi as default route.


The Wi-Fi network preferred settings was disabled and the video conference can be set up and receive media successfully.
( Home > System Settings > Conference > Wi-Fi network preferred > Disable)


Please check or export the settings first before proceed to upgrade process. The version upgrade compatibility also must be confirmed before upgrade.