Troubleshooting registering to Pexip Infinity
This topic explains registration behavior and provides assistance in troubleshooting registration issues.
To see a list of all device aliases that are currently registered to the Pexip Infinity platform, go to , and to see a history of registered devices go to .
Each device alias configured in Pexip Infinity has to be enabled for the individual protocols over which that alias can be registered. If the alias is configured but the device cannot register, you should check which protocols have been enabled for registration for that alias.
This topic covers:
- Checking the administrator log
- Maintenance mode
- SIP registration behavior
- H.323 registration behavior
- WebRTC (Connect desktop app) non-SSO registration behavior
Checking the administrator log
Successful registration requests and expired registrations are recorded in the administrator log, for example:
Message="Registration added" Alias="bob@example.com" Protocol="SIP" Registration-id="958e52ba-4328-424b-8d77-c18a59f4c1da" Natted="False" Location="Europe"
Message="Registration deleted" Alias="55170" Protocol="H323" Registration-id="302fd156-85bd-497d-85dc-c5b29a16d612" Location="Europe" Reason="Registration expired"
Failed registration requests (due to, for example, an unknown device alias or authorization failure) and refreshed registrations are recorded in the support log only.
If a call fails to be placed to a registered device, check that an appropriate Call Routing Rule has been configured that has suitable destination alias matching strings for the registered alias (and ensure that call looping cannot occur).
Note that registrations are enabled by default when Pexip Infinity is installed. Therefore, until device aliases are configured, every registration request will be rejected.
Maintenance mode
Devices cannot register to a Conferencing Node that is in maintenance mode:
- Requests from SIP devices and Connect apps are rejected with "503 Service Unavailable".
-
Requests from H.323 endpoints receive no response.
- If the H.323 endpoint has previously registered and received a list of alternate gatekeepers, it should then attempt to register to one of the alternates instead.
- If the H.323 endpoint has not previously registered (and therefore has not received a list of alternate gatekeepers) it will typically be unable to register. However, it may attempt to register to another Conferencing Node if multiple h323rs DNS SRV records have been configured and the endpoint can handle multiple records.
SIP registration behavior
The alias registered by a SIP device alias is normally a URI, for example alice@example.com, and thus the full device alias (including any domain) must match an entry in the Device aliases list.
When troubleshooting failed registrations, you need to look in the support log. Typical messages related to various successful and unsuccessful SIP registration attempts are described in the following table:
| Registration scenario | Behavior and example support log messages |
|---|---|
| No authentication is required and the alias exists in the list of device aliases |
Register request is accepted with 200 response Message="Summarised received SIP request" Src-address="10.44.2.77" Src-port="42576" Dst-address="10.44.155.21" Dst-port="5061" Transport="TLS" Method="REGISTER" From="sip:bob@example.com" To="sip:bob@example.com" Contacts=" <sip:bob@10.44.2.77>;+sip.instance="<urn:uuid:f0b7095d-5ee0-548a-80a8-c522aafdf94b>"" Call-ID="58078da9a56dbcee@10.44.2.77" CSeq="62195" Request-URI="sip:example.com" Received-time="2017-03-23T16:11:59,795756" Message="Registration added" Alias="bob@example.com" Protocol="SIP" Registration-id="cacef4f2-dc7b-4cbe-9a6f-6c69aea640fb" Natted="False" Location="Europe" Message="Summarised sending SIP response" Src-address="10.44.155.21" Src-port="5061" Dst-address="10.44.2.77" Dst-port="42576" Transport="TLS" Method="REGISTER" From="sip:bob@pexip.com" To="sip:bob@example.com" Contacts=" <sip:bob@10.44.2.77>;+sip.instance="<urn:uuid:f0b7095d-5ee0-548a-80a8-c522aafdf94b>";expires=74" Call-ID="58078da9a56dbcee@10.44.2.77" CSeq="62195" Status-code="200" |
| Requested alias does not exist in the list of device aliases |
Register request is rejected with 403 response Message="Summarised received SIP request" Src-address="10.44.2.77" Src-port="42576" Dst-address="10.44.155.21" Dst-port="5061" Transport="TLS" Method="REGISTER" From="sip:bob@example.com" To="sip:bob@example.com" Contacts=" <sip:bob@10.44.2.77>;+sip.instance="<urn:uuid:f0b7095d-5ee0-548a-80a8-c522aafdf94b>"" Call-ID="58078da9a56dbcee@10.44.2.77" CSeq="62191" Request-URI="sip:example.com" Received-time="2017-03-23T16:02:29,795311" Message="Summarised sending SIP response" Src-address="10.44.155.21" Src-port="5061" Dst-address="10.44.2.77" Dst-port="42576" Transport="TLS" Method="REGISTER" From="sip:bob@example.com" To="sip:bob@example.com" Contacts="" Call-ID="58078da9a56dbcee@10.44.2.77" CSeq="62191" Status-code="403" |
| Authentication is required but the wrong credentials are supplied |
Register request is rejected with 401 response (two requests and two 401 responses) Message="Summarised received SIP request" Src-address="10.44.2.77" Src-port="42576" Dst-address="10.44.155.21" Dst-port="5061" Transport="TLS" Method="REGISTER" From="sip:bob@example.com" To="sip:bob@example.com" Contacts=" <sip:bob@10.44.2.77>;+sip.instance="<urn:uuid:f0b7095d-5ee0-548a-80a8-c522aafdf94b>"" Call-ID="58078da9a56dbcee@10.44.2.77" CSeq="62171" Request-URI="sip:example.com" Received-time="2017-03-23T15:44:17,530041" Message="Summarised sending SIP response" Src-address="10.44.155.21" Src-port="5061" Dst-address="10.44.2.77" Dst-port="42576" Transport="TLS" Method="REGISTER" From="sip:bob@example.com" To="sip:bob@example.com" Contacts="" Call-ID="58078da9a56dbcee@10.44.2.77" CSeq="62171" Status-code="401" (this pair of messages is then repeated) |
| Authentication is required and correct credentials are supplied |
The first register request is rejected with 401 response, then the second request (when the device will supply the requested credentials) is accepted with 200 Message="Summarised received SIP request" Src-address="10.44.2.77" Src-port="42576" Dst-address="10.44.155.21" Dst-port="5061" Transport="TLS" Method="REGISTER" From="sip:bob@example.com" To="sip:bob@example.com" Contacts=" <sip:bob@10.44.2.77>;+sip.instance="<urn:uuid:f0b7095d-5ee0-548a-80a8-c522aafdf94b>"" Call-ID="58078da9a56dbcee@10.44.2.77" CSeq="62177" Request-URI="sip:example.com" Received-time="2017-03-23T15:48:39,817656" Message="Summarised sending SIP response" Src-address="10.44.155.21" Src-port="5061" Dst-address="10.44.2.77" Dst-port="42576" Transport="TLS" Method="REGISTER" From="sip:bob@example.com" To="sip:bob@example.com" Contacts="" Call-ID="58078da9a56dbcee@10.44.2.77" CSeq="62177" Status-code="401" Message="Summarised received SIP request" Src-address="10.44.2.77" Src-port="42576" Dst-address="10.44.155.21" Dst-port="5061" Transport="TLS" Method="REGISTER" From="sip:bob@example.com" To="sip:bob@example.com" Contacts=" <sip:bob@10.44.2.77>;+sip.instance="<urn:uuid:f0b7095d-5ee0-548a-80a8-c522aafdf94b>"" Call-ID="58078da9a56dbcee@10.44.2.77" CSeq="62178" Request-URI="sip:example.com" Received-time="2017-03-23T15:48:39,873782" Message="Registration added" Alias="bob@example.com" Protocol="SIP" Registration-id="aecae4f2-da7b-4dbe-9a6f-6c69feb689ea" Natted="False" Location="Europe" Message="Summarised sending SIP response" Src-address="10.44.155.21" Src-port="5061" Dst-address="10.44.2.77" Dst-port="42576" Transport="TLS" Method="REGISTER" From="sip:bob@example.com" To="sip:bob@example.com" Contacts=" <sip:bob@10.44.2.77>;+sip.instance="<urn:uuid:f0b7095d-5ee0-548a-80a8-c522aafdf94b>";expires=111" Call-ID="58078da9a56dbcee@10.44.2.77" CSeq="62178" Status-code="200" |
H.323 registration behavior
An H.323 device often registers multiple aliases such as an H.323 ID, an E.164 number, and in some cases the system name. H.323 ID aliases can take the form of a full URI.
All of the device aliases presented in an H.323 registration request must be in the list of allowed device aliases. If any alias is not present, none of the aliases will be allowed to register. Additionally, if device authentication is being used, all of the device aliases in the request must be configured with the same credentials.
When an alias does not exist in the list of device aliases, a message is written to the support log in the form:
Name="support.registration" Message="H.323 device authentication failed" Reason="Alias not found" Alias="(u'Bob Jones', 'h323_ID')"
To check all the aliases that are being presented from an endpoint, you can filter the support log by "registrationRequest", and then search for one of the aliases that you know is being presented. When you have found a suitable message, the terminalAlias section lists all of the aliases that are being presented, for example:
Name="support.h323.ras" Message="Received RAS message" Src-address="10.44.2.77" Src-port="1719" Dst-address="10.44.157.21" Dst-port="1719" Detail="registrationRequest: ... terminalAlias: [ h323_ID: Bob Jones, h323_ID: bob@example.com dialedDigits: 123456 ]
WebRTC (Connect desktop app) non-SSO registration behavior
When an alias does not exist in the list of device aliases, a message is written to the support log in the form:
Name="support.registration" Message="REST device authentication failed" Reason="Alias not found" Alias="alice@example.com"
If the alias exists but the wrong credentials are supplied, a message is written to the support log in the form:
Name="support.registration" Message="REST device authentication failed" Reason="Invalid credentials" Alias="alice@example.com" Expected-username="alice" Supplied-username="slice"