Hello,

Nothing has changed with our client setup, and all was working fine up until yesterday. We have ~15 handsets (Polycom, Cisco, Grandstream), and none of them are able to register with ringroost, though they were able to last week. We've tried power cycling them, but to no avail.

People using Zoiper softphone clients seem to be unaffected.

Please help!

Hi Bryan,

We recently launched a new feature that changed the way that phones media/audio paths are connected to our servers. This feature has affected some of our customers behind certain NATs. We have temporarily rolled back the feature for affected accounts. If you are still unable to hear audio, reboot the phones.

We do apologize for this inconvenience, we understand uptime/reliability is of the utmost importance to our customers and we are working hard to ensure no future interuption occur.

Thanks,
RingRoost Support Team

Thanks for the reply. After rebooting phones, everyone seems able to connect.

Hello,

Looks like we're having the same issues with our SIP handsets. I've tried rebooting them, but they're still unable to register.



Please help, thanks!

Hi Bryan,

We are looking into this issue.

Thanks,

RingRoost Support Team

Hello,

We're still having the same issue. I've tried power cycling the phones repeatedly.

Any news?

Still down today. Nothing has changed with our setup/environment/phones.



Power cycling physical handsets doesn't work. Softphones seem fine.



Please help!

Hi Bryan,

Is it all of your phones or just a subset of them? Can you provide sip NAME for a phone that is not working?

Also when registering with the phone are you using ringroost.com or an IP address.

Thanks,

RingRoost Support Team

I just pinged ringroost.com and realized you changed your IP.

It used to be 23.92.16.146 ....I guess you changed hosts or ISP fairly recently.

Hi Bryan,

Yes, we reworked our infrastructure to increase relability/security. Is there a reason you need to use an IP address rather than domain ie: "ringroost.com"?

Using an IP will work, but will be less reliable as we handle failover at DNS level.

Agreed, DNS is better.



Wish we would've gotten a notification of the infrastructure change before, during, or after it happened.



Maybe setup a distribution list, site banner, etc with updates/news/alerts for end users.

Hi Bryan,

Yes, we appogize for the lack of communication. We did give email notice to customers we knew were using direct IP, but a handful of customers including yourself got overlooked.

Closing this issue out for now, let us know if you have any other issues.

Thanks,

RingRoost Support