Known Issues

  1. These routers come with SIP ALG enabled by default.  Some revisions require a firmware upgrade to disable this setting.
  2. Some revisions and model numbers do not have the option to disable SIP ALG.  If the router doesn't have an option to disable this setting, then you or your IT will need to replace it with a serviceable or recommended router.
  3. DNS relay/proxy is enabled by default, which causes DNS lookup timeouts on Polycom phones.  That setting needs to be disabled to prevent intermittent or frequent registration failures. 
  4. Also WAN Pings is disabled by default, which is an optional setting that is needed to allow the router to respond to our Call Quality Monitoring and Troubleshooting Ping Server.

Resolution

New Netgear-Genie Interface Instructions




Old-Style Netgear Interface Instructions

  1. Log into the router - the default credentials are:
    • username: admin
    • password: password
  2. On the left-hand side of the page, click on WAN Setup > Leave the options below unchecked if you see them. 
    • You may or may not have one or more of the options below.
    • This is not a problem.
      • SPI Firewall: Leave enabled
      • Port Scan and DoS Protection: Leave enabled
      • Flood Protection: Leave enabled
      • UDP, TCP, or SYN Flood Protection: Leave Enabled
      • NAT Filtering: Leave set to Secure
    • Disable SIP ALG: Check this box
      • 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.
  3. The remaining steps below are only required if you have or plan to purchase Polycom phones:
    • On some firmware versions, DNS proxy/relay cannot be disabled, which causes intermittent registration failures on only Polycom phones.
    • This makes the some Netgear routers incompatible with Polycom phones unless Netgear releases a newer firmware version that disables DNS proxy.
    • First try to disable DNS proxy/relay by doing the following:
      • The steps below can take your phones and computers offline for 10 minutes or much longer if an unexpected problem arises.
      • Make sure only do to these steps during a time when you can afford to take your network offline.
        1. On the left-hand side of the page under Setup > click on Internet Setup
        2. 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 Smarsh Hosted Services 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.
          1. 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:
          1. The Netgear router,
          2. Another router or layer-3 device on the network, like a managed switch, or
          3. On another device that's acting as a DHCP and/or DNS server on the network, such as a Windows server.
        6. Find out if you have any of the devices above on your network.  If you do not know, consult with your IT.
          1. 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.
          2. 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.
        8. Check to see if the Netgear router has a newer firmware version:
        9. Under the Maintenance section > click on Router Upgrade > Firmware Upgrade > Click the Check For Updates button.
          • If you do not have a Check For Updates button, then you will need to go to Netgear's website and manually search to find if the router has a newer firmware update.  If you need help, contact Netgear.
          • If the router does not find a new firmware update, then 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.
            • Smarsh Hosted Services 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, reboot all computers and Polycom phones.
            3. Call Smarsh Hosted Services 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
            4. 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.
            5. Find out if you have any of the devices above on your network.  If you do not know, consult with your IT.
              • If you do, then DNS relay/proxy needs to be disabled on those devices.
              • After making that change, reboot the Polycom phones and check the app log again.
            6. If it still shows the Netgear router's IP as the Primary DNS server, then that means the firmware on the Netgear router still does not allow disabling DNS relay/proxy.
              • 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.
              • Smarsh Hosted Services 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.