MIP 5000 Network Connectivity
Posted: Wed Feb 04, 2015 6:54 am
Looking for some advice to solve a mystery on one of my MIP 5000 Gateway connections. This system was installed prior to my employment, but it is now my baby to manage. And it has been quite a struggle. After a VERY long road of getting the Gateway to finally connect through our network, we now have another problem. The voice audio from the Comm Center to the Remote site is being blocked. We have good audio from Remote site to Comm Center. The local Motorola shop that originally installed this system cannot resolve it. They blame the Vendor support company that manages our Network. The Network support group says that the network config has no blocks or issues that could be causing the problem. I am now stuck in the middle between these 2 groups that cannot resolve the problem. I would like to go straight to the Motorola engineers to get their help, but I have no idea how to contact them without going through the local Motorola dealer. Here is my system setup:
4 consoles running MIP 5000 computers. Newly installed Motorola certified workstation computers. Wow, were those things expensive!
6 MIP 5000 Gateways in the Comm Center connected to radio towers via the local Telco
1 MIP 5000 Gateway in the Comm Center connected directly to a local installed UHF radio in the Comm Center. No Telco line needed.
1 MIP 5000 Gateway installed at the remote radio site, connected to the radio system at the remote station. This is the Gateway that is not getting audio from the Comm Center. At this site, there is a Sonic Wall 215 that provides a VPN connection back to our main office. This is a new Sonic Wall purchased specifically to handle the MIP 5000 Multicast network traffic. (The prior IT staff had a completely wrong model Sonic Wall that would not handle the Multicast traffic). After installing the Sonic Wall 215 and going through some painful config problems, it was finally determined that an incorrect setting was found that was filtering out Multicast Traffic. As soon as this filter was corrected, the Channel cleared the big Red X on the computer and we had good audio. An hour later, we realized that audio to remote site was being blocked. Lots of playing around and then as a shot in the dark, told the system to Reload the database to the Gateway. We immediately had audio restored to the remote site. But it only lasts a few minutes, then we lose audio again. We never lose connectivity, no more Red X. The staff at the remote end hears the radio key up and stay keyed up as long as the Comm Center is keying the MIC. We can even hit the Alaert tones on the console and those transmit fine over the air, just no voice audio.
The Comm Center network has dual Sonic Wall 3600 devices that run our entire headquarters network. The MIP 5000 software was updated to the most recent version when we installed the replacement computers. All Gateways have received the most recent firmware updates.
I am at a loss here and certainly would appreciate any insight that you could provide.
Thanks
George
4 consoles running MIP 5000 computers. Newly installed Motorola certified workstation computers. Wow, were those things expensive!
6 MIP 5000 Gateways in the Comm Center connected to radio towers via the local Telco
1 MIP 5000 Gateway in the Comm Center connected directly to a local installed UHF radio in the Comm Center. No Telco line needed.
1 MIP 5000 Gateway installed at the remote radio site, connected to the radio system at the remote station. This is the Gateway that is not getting audio from the Comm Center. At this site, there is a Sonic Wall 215 that provides a VPN connection back to our main office. This is a new Sonic Wall purchased specifically to handle the MIP 5000 Multicast network traffic. (The prior IT staff had a completely wrong model Sonic Wall that would not handle the Multicast traffic). After installing the Sonic Wall 215 and going through some painful config problems, it was finally determined that an incorrect setting was found that was filtering out Multicast Traffic. As soon as this filter was corrected, the Channel cleared the big Red X on the computer and we had good audio. An hour later, we realized that audio to remote site was being blocked. Lots of playing around and then as a shot in the dark, told the system to Reload the database to the Gateway. We immediately had audio restored to the remote site. But it only lasts a few minutes, then we lose audio again. We never lose connectivity, no more Red X. The staff at the remote end hears the radio key up and stay keyed up as long as the Comm Center is keying the MIC. We can even hit the Alaert tones on the console and those transmit fine over the air, just no voice audio.
The Comm Center network has dual Sonic Wall 3600 devices that run our entire headquarters network. The MIP 5000 software was updated to the most recent version when we installed the replacement computers. All Gateways have received the most recent firmware updates.
I am at a loss here and certainly would appreciate any insight that you could provide.
Thanks
George