Known Issues

  1. Some firmware versions that this device uses do not have an option to disable SIP ALG .
  2. Cannot change the DHCP DNS servers to more efficient DNS servers.  Many standard ISP DNS servers take too long to relay the Polycom phones' DNS look requests, which causes their requests to timeout.  This results in call and phone registration on Polycom phones only.
  3. DNS proxy/relay cannot be disabled, which causes Polycom DNS lookup timeouts as well.

Temporary Resolution

  1. Issues will still persist intermittently even after making these changes so the Permanent Resolution at the end of this article is critical to prevent further issues.
  2. Click on Firewall at the top of the page > Content Filter > do the following:
    • Block Fragmented IP Packets: Leave checked
    • Firewall Protection (SPI): Leave checked
    • SIP: Uncheck
      • If you do not have this option, make sure to follow the Permanent Resolution below.
    • Click Apply
  3. Click on Gateway at the top of the page > Content Filter > do the following:
    • This option is only needed for call quality monitoring and troubleshooting purposes.
      • WAN Blocking: Uncheck
    • The step below is only needed if you have or plan to purchase Polycom phones.
      • These changes will take your computers, phones, and all other devices online for 10 minutes or much longer if an unexpected problem arises.
      • Make sure to only make the changes below when you can afford to take your network offline.
        • DNS Relay: Uncheck

Permanent Resolution

  1. Buy a recommended or serviceable router if you do not have one already.
  2. Then you will need to call your ISP to bridge the Ubee to your compatible 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.