# Troubleshooting

This page provides step-by-step instructions to test specific pieces of the ZPLS module, including internet connectivity, testing mode, and how to simulate a failover. Performing these tests is not required, but may be desirable to confirm survivability functionality.

### Testing and Validating Connectivity

After completing the setup process, customers can test and validate ZPLS module connectivity between the Zoom Phone cloud and other common services. These tests confirm the cloud is operational and all necessary agents and services required to run the ZPLS module are working correctly.

#### <mark style="color:blue;">Verify ZPLS Agent Operation from the Web</mark>

To verify ZPLS agent status, perform the following steps:

1. Sign into the Zoom web portal.
2. Under the **Advanced** sub-menu, select **Zoom Node**.
3. In the top-left corner of the screen, confirm **Zoom Node - Phone Local Survivability** is selected in the pulldown menu.

   <div data-with-frame="true"><figure><img src="/files/bd1eb47b1ad830286a8bed9fc71a05c162a9033e" alt=""><figcaption></figcaption></figure></div>
4. Select the **Nodes** tab to the right of the dropdown and locate the appropriate server.
5. Click on the server name and validate that both the **Monitor Agent** and **Node Agent** processes are running.

   <div data-with-frame="true"><figure><img src="/files/74455dc9c89c8efc2aef01e331519b81e0abb1cc" alt=""><figcaption></figcaption></figure></div>

#### <mark style="color:blue;">Verify Cloud Connectivity from the ZPLS Module</mark>

To verify network connectivity from the ZPLS module, perform the following steps:

1. Open a console window into the virtual machine, and authenticate using the **zoom-setup** username and password created [during installation](#_xqxflbqfdqgv).
2. Enter number 2 to enter the network testing tool.

   <div data-with-frame="true"><figure><img src="/files/5cb762b578d1181ff7e2d4b615a64a54504a8a1e" alt="" width="563"><figcaption></figcaption></figure></div>
3. Choose from the list of tests.

   <div data-with-frame="true"><figure><img src="/files/8753251e49feb4bb32bd529514a2a730d989db29" alt="" width="563"><figcaption></figcaption></figure></div>

   1. **Common Connectivity** tests the ZPLS module’s ability to communicate with Zoom cloud services.

      <div data-with-frame="true"><figure><img src="/files/64a9bbab707631ab0e8fef7a77f986852866c253" alt="" width="563"><figcaption></figcaption></figure></div>
   2. **Phone Connectivity** tests the ZPLS module’s ability to communicate with Zoom Phone data centers.

      <div data-with-frame="true"><figure><img src="/files/02bb946a310e65b207400b58a5161cc7adf8cdbb" alt="" width="563"><figcaption></figcaption></figure></div>
   3. **Diagnose Network** contains a list of tools used to test network connectivity.

      <div data-with-frame="true"><figure><img src="/files/2efcd6d1e964c2e31101a304fe0f53bc903ad387" alt="" width="563"><figcaption></figcaption></figure></div>

### Testing Mode

Admins can enable testing mode on a ZPLS module to simulate a failover event with ease. While in testing mode, all *new* client registrations will route to the ZPLS module instead of the Zoom Phone cloud, and previous registrations will remain unaffected. If an SBC is configured, all calls will route through the SBC as if a survivability event were ongoing. To enable testing mode, perform the following steps:

1. Sign into the Zoom web portal.
2. Under the **Phone System Management** sub-menu, select **Company Info**.
3. Click **Account Settings** in the top-left corner.

<div data-with-frame="true"><img src="/files/8868fe6366e2e13097722c9cea595aeca042f0da" alt="" width="563"></div>

4. On the following screen, locate the **Zoom Node** subsection, and the setting for **Local Survivability**. Click **Manage** to load a new page.

<div data-with-frame="true"><figure><img src="/files/c9c47812a2c0383d0d8d435a7ae8a73f63a68b59" alt=""><figcaption></figcaption></figure></div>

5. On the new page, toggle the **Testing Mode** switch to enable.

<div data-with-frame="true"><figure><img src="/files/75a265c15d4195ddd75fed5de0c13c91a6741655" alt="" width="563"><figcaption></figcaption></figure></div>

6. Once testing mode is enabled, the ZPLS module must be restarted. To test connectivity to the module, users should logout and log back into their client to register to the ZPLS module. (Re-logging is only required for Testing Mode and does not apply to survivability events.)

{% hint style="info" %}
Testing mode is restricted to the desktop client and does not affect physical devices like IP phones.
{% endhint %}

### Simulating a Failover

In addition to testing mode, customers can also simulate a failover through firewall and network manipulation. This is not required due to the existence of testing mode, but is available for customers seeking to test the robustness of the survivability solution in a simulated scenario.

To simulate a failover, internet access to the Zoom Phone network must be restricted. Customers can force this restriction by blocking all connections and ports outlined in the [Network Ports and Data Flow](#_pswiusfsww6t) section of this document.

After connections begin to fail, desktop clients and physical IP phones will detect a network loss and begin to failover to the ZPLS module. Desktop clients will display the following message, confirming connectivity is unavailable:

<div data-with-frame="true"><figure><img src="/files/b6fec470c931a0f2b7a028feffbc63addf12735e" alt=""><figcaption></figcaption></figure></div>

To confirm the client is connected to the ZPLS module, perform the following steps:

1. Click on the profile picture or icon in the top-right corner of the client.
2. Click on **Settings**.
3. Within the Settings menu, select **Statistics**.
4. Select the **Phone** tab.
5. Confirm the **Register Server** IP address and port match the site’s ZPLS Module’s.
6. If successfully connected, the client is operating in survivability mode.

{% hint style="info" %}
The ZPLS module will not accept SIP Registrations unless the OPTIONS keepalive ping between it and the cloud has failed. In addition to blocking Zoom Phone traffic to/from the cloud, admins must also ensure to block traffic between the ZPLS module and the Zoom Phone cloud.
{% endhint %}

After a successful test, network admins should restore full network functionality between all appliances and devices, as outlined in the [Network Ports and Data Flow](#_pswiusfsww6t) section of this document.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://library.zoom.com/zoom-workplace/zoom-phone/zoom-phone-local-survivability-field-guide/troubleshooting.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.