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StarScope® 2 does not display the correct line status i.e. Stuck conference room calls, someone on the phone when they are not etc.

Edited: 02/02/2021
Access: Everyone
Supports: Business Voice+

Possible Cause

Excessive Latency, Packet Loss, or Congestion (Jitter) on Data Network: Because Line state updates from the server to the client get sent by using UDP packets, excessive latency, packet Loss, or congestion on data network may prevent the client PC from receiving them.The User Datagram Protocol (UDP) is suitable for purposes where error checking and correction is either not necessary or performed in the application, avoiding the overhead of such processing at thenetwork interface level. Time-sensitive applications, such a StarScope® 2, use UDP because dropping packets is preferable to waiting for delayed packets, which is not an option in a real-time system.

Corrective Action I

If you are utilizing a laptop connected via Wi-Fi, move to a traditional 'hard-wire' connection and determine if the problem persists. Check your network cables and ensure they are securely patched in. Run a ping test to check for latency, packet loss or jitter. The following web site offers an easy Web-GUI interface to perform this: http://www.pingtest.net/ After running the test you will receive the results, if your test passed with an acceptable grade, close/reopen the Sta2Star Application Framework (StarScope® 2), and determine if the correct line status isdisplayed with no stuck calls. If the line status is still not updating or there are stuck calls move to the next section.

Possible Cause II

If a NAT device or a firewall separates the client and server, the client most likely does not receive line state updates from the server.

Corrective Action III

Windows Firewall Exception

Step 1 Choose Start > Settings > Control Panel > Windows Firewall.

Step 2 Choose the Allow a program through Windows Firewall link

Step 3 Click the Allow another program button > The Allow a program dialog box displays.

Step 4 Click Browse. Navigate to C:\Program Files\Star2Star\Star2Star.exe file and click Open.

Step 5 To Allow an Existing Exception

        a) On the left side, check the program exception Name box to allow through Windows Firewall.

        b) If you allowed the program exception, then check (allow) the box for each Private or Public

        network location you want the program to have access to through Windows Firewall.

After adding the Windows Firewall Exception close/reopen the Sta2Star Application Framework (StarScope® 2), and determine if the correctline status is displayed with no stuck calls. If the line status is still not updating or there are stuck calls move to the next section.

Possible Cause III

Applicable ONLY for locations utilizing the  the StarBox® Voice Optimized SD-WAN Redundant Failover Interface (Dual WAN).Line state updates from the server to the client get sent by using UDP packets via a proxy connection to the server.When the primary circuit goes down and the secondary interface engages, the 'firstcontact' proxy also connects automatically.If the secondary WAN interface is NAT'd  the client most likely does not receive line state updates from the server. * refer toPossible Cause II.

Corrective Action III

If your running data 'behind' the StarBox® Voice Optimized SD-WAN (LAN2 populated) as recommended, to take advantage of the StarBox® Voice Optimized SD-WAN QOS, please determinewhich WAN connection is being utilized by navigating to  http://www.whatsmyip.org/ which will return your public IP address.  The secondary WANinterface may be NAT'd however, the address assigned to the StarBox® Voice Optimized SD-WAN must be DMZ'd (all ports available) for the Sta2Star Application Framework(StarScope® 2), to send/receive line state updates to/from the server. Please work with your IT staff and Star2Star Reseller if further assistance is required.

Possible Cause IV

Applicable ONLY for locations utilizing the  the StarBox® Voice Optimized SD-WAN Redundant Failover Interface (Dual WAN).The primary WAN connection is 'flapping' up/down, causing the StarBox® Voice Optimized SD-WAN to switch back/forth between the primary/secondary WAN interfaces.When the primary circuit goes down and the secondary interface engages, the 'firstcontact' proxy also connects automatically. If the circuit is'flapping' up/down, causing the StarBox® Voice Optimized SD-WAN to switch back/forth between the primary/secondary WAN interfaces, multiple 'firstcontact' proxy connectionsare established, and the server does not know which IP address to send/receive line state updates to/from.

Corrective Action IV

If your running data 'behind' the StarBox® Voice Optimized SD-WAN (LAN2 populated), as recommended, to take advantage of the StarBox® Voice Optimized SD-WAN QOS, please determinewhich WAN connection is being utilized by navigating to  http://www.whatsmyip.org/ which will return your public IP address. If the primaryWAN connection is 'flapping' up/down, please pull the patch cable from LAN1 of the StarBox® Voice Optimized SD-WAN forcing it to utilize the secondary WAN connectionuntil repairs have been completed by your primary ISP. Please work with your IT staff and Star2Star Reseller if further assistance is required.

Possible Cause V

There is an actual "stuck" call on the StarBox® Voice Optimized SD-WAN, which is being displayed in the the Sta2Star Application Framework (StarScope® 2).

Corrective Action V

Submit a request for support, and advise that you have already performed the previous troubleshooting steps.

A Star2Star Technical Support Representative will be able to assist you further.

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