Network Config Troubleshooter - I cannot log in to my Web Admin Panel - IP connectivity

"Your server cannot be reached over the Internet right now.  We tried for 15 seconds to connect, but there was no answer.  Please try again later."

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Troubleshooting/resolution if you get the above ^ error message:

Plug in a keyboard and monitor to the PBX

For troubleshooting.  Press enter if you can't see anything on the screen.

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Log in with username: "ip", password: "ip".  Literally type the lowercase letters "ip" (without the quotes), and press enter.

*NOTHING* will show when you type the password, until you press enter.  This is normal.

This should give you a menu looking like the screenshot on the right:
(certain options may vary)

Quick solution:
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i.) Enable DHCP

Run option 1 to (re-)enable DHCP mode, and when it asks "Do you want to change these settings", select "yes".

If it says:

• "Activate DHCP?", select "yes".

• "Assign a static IP address?", select "no".

When it asks "Please review the configuration above. Apply settings now?", select "yes".

Run option 3 to ping something on the Internet.  After typing in a hostname (such as vpn1.fonality.com), when it asks you "number of times to ping", just press enter.

If this works ("64 bytes from 74.115 ... icmp_seq= ... time= ... etc."), go to the next step.  Otherwise, move on to the Step-by-Step Solution.

ii.) Set the IP address from the Web Admin Panel.

If your username begins with "admin..." (e.g. "admin0000"), log in to your web admin panel at http://cp.fonality.com/  

If your username begins with "tbadmin..." or "fonality...", use http://cp.trixbox.com/ instead.

Set the IP address from the Web Admin Panel under the Options: network tab.

Step-by-Step Solution:
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After trying the quick solution above, first.

A.) Ping the following domain name: vpn1.fonality.com

Run option 3 to ping something on the Internet.  After typing in a hostname (such as vpn1.fonality.com), when it asks you "number of times to ping", just press enter.

If this works ("64 bytes from 74.115 ... icmp_seq= ... time= ... etc."), that means that port 8000 is most likely blocked outbound. 

Check your firewall port restrictions.  The PBX connects outbound on ports 53, 80, and 8000 (TCP).  TCP port 8000 is used for the VPN tunnel back to the Fonality datacenter.  Some larger firewalls block outbound traffic on TCP port 8000 unless you add an exception.

If you get "unknown host", or another failure, then:

B.) Ping the following Internet IP address: 8.8.8.8

If this works ("64 bytes from..."), but the previous step did not, something is wrong with the DNS servers.

Run option 1 again, and when it asks "Do you want to change these settings", select "yes".

If it says:

• "Activate DHCP?", select "no".

• "Assign a static IP address?", select "yes".

Type out the entire gateway address when prompted (don't just press enter), and
use these DNS servers:
DNS1: 8.8.8.8  (Google DNS)
DNS2: 4.2.2.2  (Level 3 Communications)

When it asks "Please review the configuration above. Apply settings now?", select "yes".

Ping vpn1.fonality.com again.  If it works now ("64 bytes from 74.115 ... icmp_seq= ... time= ... etc."), you should be able to log in to your web admin panel.

Otherwise, if you get "network unreachable":

C.) Ping your gateway IP address.

Typically your gateway IP address ends in ".1" - less commonly, ".254"
For example, if your PBX IP address is 192.168.1.23, your gateway IP address is oftentimes "192.168.1.1".

If you get replies/responses from pinging your gateway IP, but the previous step did not, then do this:

Verify the gateway IP address - run option 1, and make sure the gateway is shown.  If not, re-set it.
(Don't just press enter to accept what's shown - actually type the address in manually.)

If that doesn't work, then:
Change to DHCP mode (see Quick Solution, above) and see if you can then ping the Internet.  If so, set the IP address from the Web Admin Panel under Options -> network; not the PBXtra console.

Otherwise:

D.) Check the physical connections.

Make sure the network cable is plugged into the network port (not the T1/PRI).  If you have dual network ports, try pinging with the first one, move the cable to the other one, enable DHCP (even if it's already enabled, enabling it again forces it to re-acquire an IP address), and see if you can ping on that one.

Pinging vpn1.fonality.com is working now?  You may proceed to log in at http://cp.fonality.com

Otherwise:

E.) Test another computer.

Can a regular PC or notebook computer plugged into the same port communicate?

No?  Then the issue is with the third-party network equipment, and does not lie with the PBX.  You can focus your troubleshooting on the network.

Yes, another computer can communicate using the same connection, settings, etc., and you've tried setting the PBX to DHCP mode?  Then:

F.) Call support

At 866-366-2548, M-F during regular business hours.

Caution: emergency / non-business-hours support is only for major system down emergencies.