Troubleshooting – IP7 Connection Issues

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New IP7 Endpoints are configured, but cannot connect to the TalkMaster FOCUS Server

Check the following:

  • Verify that the TalkMaster FOCUS Server service is running by referring to Troubleshooting – TalkMaster FOCUS Server
  • Verify that the IP7’s Server IP address is set correctly and that the Port is set to 3000. Refer to Troubleshooting – IP7 Discovery and Configuration
  • If the IP7 has Firmware V7 or greater, verify that you are running the latest version of TalkMaster FOCUS. Refer to Troubleshooting – Installing TalkMaster FOCUS
  • Verify that you can ping the IP Address of the TalkMaster FOCUS Server from a PC on the network where the IP7 is connected
  • Verify that you can ping the IP Address of the IP7 from the TalkMaster FOCUS Server (this may not be possible if there is a firewall between the IP7 and the TalkMaster FOCUS Server)
  • Verify that incoming TCP port 3000 is open or has been forwarded to the TalkMaster FOCUS Server. From a PC on the network the IP7 is connected to, open a CMD session and enter the command: telnet 111.111.111.111 3000 (where 111.111.111.111 is set to the IP Address of the TalkMaster FOCUS Server).  If the “connection to host lost” message is displayed after 10 seconds, the port is open. If the “connect failed” message is displayed after about 10 seconds, the port is not open so you need to check your Firewall and/or make sure there is no port blocking software running on the TalkMaster FOCUS Server

The IP7 Endpoints are no longer connected to the TalkMaster FOCUS Server

  • Verify that the TalkMaster FOCUS Server has a Static IP Address that has been provided by your network administrator and that its IP Address has not changed. If the TalkMaster FOCUS Server’s IP Address has changed, the Server IP field must be updated in the IP7s configuration. Refer to  Troubleshooting – IP7 Discovery and Configuration

An IP7 Endpoint keeps connecting and disconnecting from the the TalkMaster FOCUS Server

  • This is typically caused by a duplicate IP Address being assigned to the IP7 and another device.  Disconnect the IP7 and use the Ping command to verify that another device is not using the same IP Address
  • Poor network connections can also cause the IP7 to disconnect and reconnect.  There must be a reliable network connection for the IP7 to operate correctly. Using the Ping command, verify that the time is less than 150ms

Once you have verified all of the above, check the Status tab in the TalkMaster FOCUS Administrator to make sure the IP7’s status shows as “Connected”: (note that if you are assigning the Server IP of a different TalkMaster FOCUS Server, the IP7 Status will always show as Disconnected.  Always verify the IP7 Status on the TalkMaster FOCUS Server that the IP7 is connecting to).

Next Troubleshooting steps – Troubleshooting Audio >>

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