Problems Loading Switchboard

Issue: Problems with Switchboard, or Switchboard timing out.

1. Check to see if the problem is associated with a particular extension. Or a particular browser. Try using a different browser, or clear the browser’s cache. Next, try a different workstation and see if the problem occurs. If the Switchboard will not load no matter which browser, operating system, or workstation you use, then try disabling custom panels and reload with limited number of default panels. 

2.  Check the Server > Error Logs: are there any Alerts, or evidence of a SIP attack (messages showing “Got a IP call to xxxxxxxx from an unknown source [IP address]”. If you are experiencing a SIP attack, you can block the unknown IP addresses on your router/firewall. Usually there is more than one IP address listed in the Error Log.

3. Check the Server Network Configuration: Go to Server: Networking > Access Control. Verify that XMPP Server and XMPP Client (Jabber) are enabled in the Access Control Rule for the network.

4. Check that the corresponding ports are opened: ports 843, 5222 and 5269 (all TCP) on your router/firewall. 

5. Next, go to Server: Networking > IP Configuration > Click on Advanced Options and make note of the Jabber Hostname:

• Is it empty? Does it say pbx? The default setting is pbx and you can use the default of pbx.  You can also set it the same as the Hostname field, if you have a DNS setting for the server hostname. This is important to do if you are peering two Switchvoxes and want to use functions such as Presence or the Chat Panel. Note: if you are peering, both peers cannot have the same jabber hostname.

•  When there are no current calls and you can restart the PBX: change the Jabber Hostname.  After the restart, test and see if you are able to load Switchboard properly, using an extension without any custom panels enabled.  

6. Check System Resources. Go to Server: Diagnostic > Server Information:

• Is the memory or load showing an Over Threshold alert on the Current Status? Click on Advanced Server Information > scroll down to free: 

• Next to Mem:, under the “total” column, how many Gb of RAM is installed? For example, 24671876 equals 2 Gb of RAM. That is usually too little to run Switchvox version 5.8 or above without issue. You will need to install more RAM in the appliance.

7. If the load is over threshold - Check Server: Diagnostics > Current Calls to see if the amount of Concurrent Calls is hitting a peak. Or run the Concurrent Call Report under Reporting > Call Reports > Concurrent Calls. Is the problem occurring when calls are at a peak? Are you exceeding your concurrent call limit for the Switchvox model you are running? Are you recording calls? Check Tools > Call Recordings > Recorded Calls. How many calls are being recorded at one time? Usually more than 20 is too many.

8. If you are exceeding maximum concurrent calls or call recordings, you will probably have to upgrade your Switchvox appliance to a more powerful model.

9. Another cause of performance problems is when there are:

• a large number of Ring All queues 

• the queues have over 30 members (and all the members are running Switchboard, with the queue panels enabled)

• large phonebooks and other custom panels can cause Switchboard to lag or have problems loading.

10. If the users are on a different network (subnet) than the Switchvox server, the router may cause a bottleneck and the Switchboard will periodically time out. Sometimes resetting the router can help with the flow of traffic through the router.