Overview

the number used started receiving a fast busy signal, and you noticed that the Edgmarc device routing these is down.

<supportagent>

Prerequisites

• Edgeview access

</supportagent>

Solution

One of the common root causes for such behavior is hardware issues due to energy outages on the device site. Try to reboot the device first (unplug and replug it), ensure it started as expected and is operational, and check if the issue persists.

If it does, reach out to the Support team with the exact description of the issue, when did it start, any prior power outages or configuration changes in your environment, the current status of the device, what numbers are experiencing the issues (if it is just a subset).

<supportagent>

Review the device status on Edgeview:

1. Login to https://ev-na.kandy.io/:
   
2. Once logged on the portal, go to Devices on the hamburger menu and select Collections:
   
3. Select NA devices:
   
4. Select the customer's collection:
   
5. Under the devices tab, search the device name on the text bar:
   
6. Clicking the device name, you will be able to see the connection state and the SIP server status:
   

Proceed based on your findings.

Note: if the device is Down., there is nothing you can do remotely, the customer has to deal with this first. It could be down for various reasons, but the most common are hardware issues due to power outages or network issues (ie, Edgeview cannot reach the device).
In such a case, relate the finding to the customer and ask to unplug and replug the device, to ensure it is operational and can report to Edgeview.

Usually, the issue will be resolved once the device is up.

If it isn't, proceed based on the documentation and articles available and your findings.

</supportagent>

Verification

Once the root cause is fixed, try to replicate the issue to confirm that it is no longer there.