If the host is up but you are unable to login, verify power and status lights on the Edgemarc

Product CategoryA
Product FamilyB
Trouble TypeC
Support TierD
Last UpdatedE



If the EW has no power OR status light, try plugging into a different power source. 

If the EW has power light but no status light, replacement is needed. Move to IV. 

If the EW has a power light and status light, reboot and attempt login again. 

If the above has been verified, please engage the tech watching alarms to attempt a remote session and see if the Edgewater lost its configuration. *Steps are at end of document * 



Check the ARP table 

If there are phones in the ARP table, ask what error is on the phones? 

               If there are no phones in the ARP table, likely a LAN/Switch issue. 

 Do we manage the switch? If yes, can you login to it? 

 If we do not manage the switch, have them verify power, cabling, vlans, problem is likely on their end at this point. The LAN port of the Edgewater needs to be uplinked to the switch via VOICE VLAN access port. 


Check OCOM for registrations, are the phones attempting to register? Potentially the phones could be registering TCP instead of UDP and that could be causing problems, at that point look at the Edgewater Nagios chart and survivability. 


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Steps to get into an Edgewater locally/Verify if Defaulted: 

  • Plug the ethernet port from the laptop into the LAN 3 port of the Edgewater 
  • Open the command line and type ipconfig 
    • If the Default gateway address is 172.16.1.1, this is our standard
    • If it is 192.168.1.1, the Edgewater may have been defaulted. 
  • Login to verify and check the System information page, if the hostname states the Edgewater model it is likely defaulted, engage Support Center to take over.

 





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