Known Issues

  1. On firmware v1.0.0.50, DNS proxy/relay cannot be disabled, causing intermittent DNS lookup failures on Polycom phones.  This causes registration failures only on Polycom phones.
  2. SIP ALG is enabled by default, but it can be disabled.

Resolution

  1. Log into the router - the default credentials are:
    • username: admin
    • password: password
  2. At the top of the page, click on the Advanced tab > on the left-hand side of the page, expand Setup > click on WAN Setup
  3. Verify the following settings are set to ensure optimal network security:
    • Disable SPI Firewall - Leave this option unchecked
    • Disable Port Scan and DoS Protection - Unchecked
    • Disable Flood Protection - Unchecked
    • Disable UDP, TCP, or SYN Flood Protection - Unchecked
    • NAT Filtering - Set it to Secure
    • The options above do not need to be checked unless the phones' logs show proof they are interfering with the phones, which has not occurred in all of the cases Intermedia has run into.
  4. Check Disable SIP ALG
    • If your router doesn't have this option, you or your IT will need to contact Netgear to upgrade the latest firmware.
    • If you still don't have the option to disable SIP ALG, then the hardware revision of your Netgear is incompatible.
    • You or your IT will need to replace the router with a compatible one.
  5. This optional step only needed for call quality troubleshooting and monitoring purposes:
    1. Respond to Ping on Internet Port: Check
    2. Click Apply at the top of the page to save.
  6. The remaining steps below are only required if you have or plan to purchase Polycom phones.
    • We confirmed that on firmware version v1.0.0.50, DNS proxy/relay cannot be disabled, which causes intermittent registration failures on only Polycom phones. 
    • This makes the WNR2000v4 incompatible with Polycom phones unless Netgear releases a newer firmware version that disables DNS proxy.
    • As of 8/8/14, v1.0.0.50 is the latest firmware version for the WND2000v4 router.
    • Check to see if the Netgear router has a newer firmware version:
      • Under the Advanced tab > Expand Administration > Firmware Upgrade > Click the Check button:
        • If the router does not find a new firmware update, you or your IT will need to replace the router with a recommended or serviceable router. 
          • We recommend that you do not buy another Netgear WNR or WNDR series router as another Netgear router can have this same issue. 
          • Intermedia cannot install or setup the new router for you, but you can call your IT or the manufacturer of the new router and they can help you set it up.
        • If the router does find a new firmware update, install the new firmware.
          1. Warning - The steps below will take your router, your phones, and your network offline for 10 minutes or longer.  Be sure to only make these changes when you can afford to take all network devices offline.
          2. Once the new firmware is installed > On the left-hand side of the page under Setup > click on Internet Setup > Select the option that says Use These DNS Servers > Enter the following:
            • Primary DNS - 8.8.8.8
            • Secondary DNS - 8.8.4.4
            • Click Save
          3. Reboot the router, all computers, and all of the Polycom phones.
          4. Call Intermedia Cloud Voice Technical Support and have a representative log into one of the Polycom phones after it reboots to check the very end of the phone's 'app' log. 
            • They will need to see if the log shows the phone's Primary DNS server as 8.8.8.8 or not
          5. If the log shows the Netgear router's IP address or another private IP address as the Primary DNS server, then this means there's a setting called DNS proxy/relay that's still enabled on either.
            • The Netgear router,
            • Another router or layer-3 device on the network, like a managed switch, or
            • On another device that's acting as a DHCP and/or DNS server on the network, such as a Windows server.
          6. Consult with your IT to see if you have any of the devices above on your network. 
            • If you do, then DNS relay/proxy needs to be disabled on those devices or just the Primary DNS server needs to be changed to 8.8.8.8. 
            • After making that change, reboot the Polycom phones and check the app log again.
          7. If it still shows the Netgear router's IP as the Primary DNS server, then that means the firmware of the Netgear router still has DNS relay/proxy enabled. 
            • This means DNS relay/proxy cannot be disabled on your router hardware revision and/or firmware.
            • You or your IT will need to replace your Netgear router.
            • Intermedia cannot setup the new router for you, but your IT or the manufacturer of your new router can help you.  They will need to move settings from the old to the new router to ensure your computers and other devices on the network work properly.
            • We recommend that you do not buy another Netgear router since unfortunately you may run into this problem with a new one. 
            • Even some of the newer Netgear router hardware revisions and/or firmware versions have software bugs that prevent DNS relay/proxy from being disabled.