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Appendix B. Troubleshooting
Troubleshooting the Telecommuting Module largely consists of checking the hardware (the Telecommuting
Module, the network connectors, ...) and checking the Telecommuting Module log. The log is usually an excellent
tool in finding out why the Telecommuting Module does not do what you wanted it to do.
Below is some general advice to help you troubleshoot, almost regardless of which problem you have.
• Check that the events you look for are really logged (on the Logging Configuration page).
• Check that the configuration has been applied properly, either by applying it (on the Save/Load Configuration
page) or by checking the Permanent Configuration (on the Show Configuration page).
• Check that you display the log you want to look for. The correct date and time (or no date or time) should be
filled in, the desired log entries should be checked on the righthand side of the page, and the three boxes
concerning which IP packets to show should be filled in accordingly.
Network troubleshooting
No traffic shown in the log
• Check that the interface is turned on on the corresponding interface page.
• Check that the Telecommuting Module has a correct default gateway (on the Basic Configuration page).
• Check that the client computer has a correct default gateway.
Traffic discarded as spoofed
When traffic is blocked and the reason given is Spoofed, there is a mismatch between the network that the
Telecommuting Module is configured for and the network that the client is configured for. The Telecommuting
Module regards an IP address as spoofed if it detects traffic from that IP address on an interface where the IP
address should not be.
An example of a situation where this occurs is when you move a computer from one Telecommuting Module
interface to another without changing its IP address and netmask.
SIP troubleshooting
Before going into the different error descriptions below, check that the SIP module is turned on and the
configuration applied.
SIP users can’t register on the Telecommuting Module
• Check that the SIP domain that the users try to register on is listed in the Local SIP Domains table.
• If you do not use RADIUS authentication, check that the SIP user which tries to register is listed in the Local SIP
User Database table.
• If you do not use RADIUS authentication, check in the Local SIP User Database table that the SIP user which
tries to register is allowed to register from the network where the SIP client is located.
• If local SIP authentication is used, check that the SIP user uses the correct password.
SIP users can’t register through the Telecommuting Module
• Check that the SIP domain that the users try to register on is not listed in the Local SIP Domains table.
• Check that SIP authentication is not used. If you want the Telecommuting Module to perform SIP authentication,
make sure that the Telecommuting Module and the SIP registrar uses the same SIP realm.
• If the client sends the REGISTER request to the Telecommuting Module itself and the Telecommuting Module is
supposed to redirect it to the registrar, check on the Routing page that this is configured correctly.
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