Overview

You have Edgemarc set up, everything worked as expected, and suddenly you are unable to make outbound calls and receive inbound calls. 

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Prerequisites

• Edgeview access
• Edgemarc credentials of the gateway (from the Secret server)
• Comprehension on how to troubleshoot/gather logs on the Edgemarcs

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Solution

Ensure that:

• there are no power outages
• the Edgemarc is plugged in and running
• the Edgemarc is properly connected to the network
• there are no networking issues in your environment in general or with devices the Edgemarc is routed through in particular

If everything is up, but the issue persists, raise a ticket with as many details as possible.

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The most common root cause for the issue is the customer's Edgemarc device being down or the networking issue preventing Esgeview and SIP server communications with it.

Verify that the Edgemarc device is down (not connected). Ask the customer to ensure that there are no networking issues and the device is up (see the public section above) and to hard reboot the device using the power switch, if it is down/not responding. Refreshing the connection usually solves the issue.

• If the device stays dead, open an RMA ticket with Ribbon.
• If the device is up and visible in Edgeview, but the issue persists, another issue might be hiding behind the original connection problem. Troubleshoot as usual - follow SIP traces to isolate the misbehaving component or configuration. If you have fresh working configuration backup and no changes were done on the Edgemarc, you can restore the saved configuration to get the potential configuration corruption out of the way.

If the device is up but still not visible in Edgeview, the next step is to troubleshoot it via the remote session. On the call:

1. Request the customer to reach the Edgemarc GUI through the LAN interface using PuTTY and the login credentials on the Secret Server.
2. Once inside, run the evutil sanity and CLI commands to check /var/log/messages. If you see no immediate clues, gather these logs from the Edgemarc.

   The evutil sanity command will show you information that is more meaningful to the Ribbon support team, you could only read it and try to find out what could be happening using the context of the output.

3. Do a quick review of the sys logs on the /var/log/messages to see if something unusual is seen. If you find something - proceed based on your findings.
4. If there are no obvious errors, but the issues persist, you can try a factory reset:
   1. Backup the Edgemarc configuration.
   2. Do a factory reset by a triple click on the Erase button of the device.
   3. Once it comes back alive, restore the Edgemarc configuration.
5. If the issue persists, the next step is doing the device reset on the Edgemarc itself (after backing up the configuration):
   1. Use a serial cable to connect to the Edgemarc serial port.
   2. Use the help command provided by the device itself to do a reset of the Edgemarc. If you see errors at this point, this may be the root cause (see Known Cases).
   3. Switch to GUI and restore the Edgemarc configuration.

Known Cases

Boot image broken

In one known case, during a device reset via a serial cable, Edgemarc showed a message that both boot images were broken.

Ribbon cannot provide boot images, so open an RMA ticket with Ribbon.

Once the replacement device is at the location and up, restore the backup configuration and verify that the issue is gone.

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Based on the troubleshooting the Support team will either take action to fix the issue on our side, or reach back with findings and any next steps required from you.

Verification

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