Troubleshooting

Address common issues that can occur when using the ZPLS module.

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.

Verify ZPLS Agent Operation from the Web

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.

   
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.

   

Verify Cloud Connectivity from the ZPLS Module

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.

2. Enter number 2 to enter the network testing tool.

   
3. Choose from the list of tests.

   

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

      
   2. Phone Connectivity tests the ZPLS module’s ability to communicate with Zoom Phone data centers.

      
   3. Diagnose Network contains a list of tools used to test network connectivity.

      

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.

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

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

1. 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.)

Testing mode is restricted to the desktop client and does not affect physical devices like IP phones.

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 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:

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.

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.

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 section of this document.