Switchvox - What do I do if my Switchboard is not loading?
Answer the following questions:
Have we made any recent network changes to the PBX or the subnet my PC having the issue resides on?
Have we tried and replicated the issue in multiple browsers?
Are our browsers up to date?
Is everyone on the network effected? If not, take note on who is effected.
When did the issue start occuring?
Basic Troubleshooting Steps:
Clear your browsers cache
If the PBX is accessible externally attempt to connect from another network or hotspot to access the Switchboard. This will help rule out any internal network failures.
If the system is in production with active calls go to Server > System Reload and choose the blue button Software Reload. Note: This does not terminate any calls.
If the system is not in production go to Server > IP Configuration and save the page. This will rewrite your hosts file and ensure your jabber host is properly populated.
Ensure there are absolutely no restrictions on your network for the following ports:
443 TCP/UDP
80 TCP/UDP
5222 TCP
843 TCP
5269 TCP
If this does not resolve the issue we will need a sample of the failed connection.
Obtaining a sample:
We will use a packet capture to record your work station attempting to load the Switchboard.
Packet Capture:
Navigate to Server>Diagnostics>Advanced Debugging
Select Start Debugging Session
Select Packet Capture
Set the Duration for any time up to one hour
For most Packet captures Capture Only SIP Packets should be set to No
Select Begin Debugging Session
Note: The largest packet capture Support can generally use is one hour, but the smaller the packet capture is the easier it will be to diagnose. The recommended length is usually 10 minutes.
Once the capture is running attempt to access or reload any current Switchboard connections to ensure a request is sent during the time the capture is running.
With this information call support for further troubleshooting.