Known Issues

The instructions below are only needed if you have or plan to purchase Polycom phones.  The Primary DNS Windows server needs Stub Zones created, which forward the Polycom phones' DNS lookup requests directly to Smarsh Hosted Services's DNS servers instead of using an intermediary DNS server, such as you ISP's DNS servers. 

This prevents and resolves the Polycom phones from experiencing DNS lookup failures/timeouts, which causes intermittent call and feature failures.

Resolution

  1. You or your IT need to make the changes below only if you have or plan to purchase Polycom phones.
    • You will need to reboot all of your phones and other Smarsh Hosted Services devices on your network to flush their DNS cache after you make these changes. 
    • Make sure to do this only at a time when you can take your phones offline.  Each phone can take 5 minutes or longer to start up if there's a new phone configuration or software update they need to download.
    • This new method resolves DNS lookup timeouts without affecting your computers or other non-Polycom devices on your network.
  2. Find out what the phones show as their Primary DNS Server.  You will need to verify that the Primary DNS Server is your Windows Server.  If it isn't, then you are using a standalone router or another server as your DNS Server.
    • Polycom 2/4/6-line Phones
      • Press the Menu > 2 > 2 > 1 > press the down arrow until you see DNS Server > Write down the first DNS Server address listed.
    • Polycom VVX500 Phones
      • Press the Home/House button > Settings > 4 > 2 > 1 > Scoll down until and write down the first DNS Server address listed.
  3. Log onto the computer that has the IP address of the Primary DNS Server you found in step 2.
  4. Go to Start Menu -> Control Panel -> Administrative Tools -> double-click on DNS to open the DNS Manager
    • If there is no DNS option, then the Windows Server you logged onto is not the Primary DNS server. 
      • There’s going to be a standalone router or another server that’s acting as the Primary DNS server.  You will need to find out what device is the primary DNS server.
  5. On the left-hand side of the window, expand the top of the tree if it wasn't expanded already until you see Forward Lookup Zones.
  6. Create the 1st Stub Zone
    1. Right click on Forward Lookup Zones > Select Create New Zone
    2. Click Next > Select Stub Zone
    3. Check-mark the option: Store the zone in Active Directory (available only if DNS server is a writeable domain controller
    4. Click Next
    5. Select the option:
      • To all DNS servers running on domain controllers in this domain <your domain>
      • Or instead you may instead see:  To all DNS servers in the Active Directory domain <your domain>
      • Both do the same thing, but you will only see 1 or the other.
    6. Click Next
    7. Where it says Zone Name, enter: accessline.com
    8. Click Next
    9. Where it says <Click here to add an IP Address of DNS Name>, start entering the following addresses 1 by one.  Press enter after entering each address to add it:
      • 64.28.126.9
      • 64.28.115.137
      • 64.28.112.157
    10. Verify that each address has a green check mark next to it.  If any of them don't, the address wasn't entered in correctly.
    11. Use the above servers to create a local list of master servers: Leave this unchecked
    12. Click Next > Click Finish
  7. Create the 2nd Stub Zone
    1. Right click on Forward Lookup Zones > Select Create New Zone
    2. Click Next > Select Stub Zone
    3. Check-mark the option: Store the zone in Active Directory (available only if DNS server is a writeable domain controller
    4. Click Next
    5. Select the option:
      • To all DNS servers running on domain controllers in this domain <your domain>
      • Or instead you may instead see:  To all DNS servers in the Active Directory domain <your domain>
      • Both do the same thing, but you will only see 1 or the other.
    6. Click Next
    7. Where it says Zone Name, enter: intermedia.net
    8. Click Next
    9. Where it says <Click here to add an IP Address of DNS Name>, start entering the following addresses 1 by one.  Press enter after entering each address to add it:
      • 64.78.22.176
      • 162.244.196.45
      • 64.78.22.187
      • 64.78.26.80
    10. Verify that each address has a green check mark next to it.  If any of them don't, the address wasn't entered in correctly.
    11. Use the above servers to create a local list of master servers: Leave this unchecked
    12. Click Next > Click Finish
  8. Reboot all Polycom phones for the changes to take effect.  Make/receive test calls on the phones to ensure they're working.
    • If computers or other devices can't load webpages, reboot them to flush their DNS cache and will start working again.  If they still don't work, run the following command on each computer to manually flush their DNS cache:
      • ipconfig /flushdns

If you are using a Windows Server as a router/firewall:

  1. This is rare.  Your server would need to have 2 separate ethernet adapters -- one has a public IPv4 address (WAN) and the other would be used for the private LAN.
  2. This is rare because it becomes expensive to configure the Windows Server with the hardware and power to handle routing functions on a network as well as other services, like filesharing and email, that many Windows Servers already handle.  It's also less secure than having a separate firewall from the Windows Server because if the Windows Server software firewall is compromised, it can compromise the rest of the network.
  3. You or your IT will need to verify that the Windows Server is truly setup to be a router. 
  4. If it is, then by default the standard Windows Server software firewall rules allow all outbound traffic and restrict inbound traffic, which is enough to allow the phones to work correctly. 
    • As long as outbound traffic from the phones isn't being restricted, then no further changes are needed, which is the case for almost all Window Server router configurations.
    • If the outbound or inbound rules were changed and the phones cannot register with Smarsh Hosted Services's servers at all, then you or your IT may need to create custom firewall rules that allow all inbound and outbound traffic to/from just the phones and the Smarsh Hosted Services Voice servers below -- through all TCP & UDP ports:
      • 64.28.113.10
      • 64.28.114.0/24
      • 64.28.116.0/24