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Silent Audio Calls

Hi I have a Sophos XG-125 (new deployment). I am having silent calls from one extension to another within the organization. SIP works fine as the call can be placed and received but the media isn't going through (RTP not somehow not flowing). I have tried both system system_modules sip load and system system_modules sip unload commands but there was no change. Anyone has a solution to this its really bugging me.

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David Jumbi over 2 years ago in reply to rfcat_vk +1

Hi @rfcat_vk ssl/tls was already disabled , still no change .... sophos support is also quite horrible they respond once a week.

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0 LuCar Toni over 3 years ago

The online help has some help for this use case: https://docs.sophos.com/nsg/sophos-firewall/18.0/Help/en-us/webhelp/onlinehelp/nsg/sfos/troubleshooting/VoIPDropUDPTimeout.html?hl=voip

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0 David Jumbi over 3 years ago in reply to LuCar Toni

thanks Luca , I had already tried this but the issue still persisted , I'm losing hope
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0 emmosophos over 3 years ago in reply to David Jumbi

Hello David,

Thank you for contacting the Sophos Community.

Adding to what Rfcat and Luca have mentioned, also check for entries on DoS.

Go to Intrusion Prevention >> DoS & Spoof protection >> if it’s enabled try disabling.

If the issue remain SSH to XG (5>4) and you’ll end in the console:

console> drop-packet-capture 'host x.x.x.x' (Where x.x.x.x is the IP of one of the phones) Check if you find any drop packets for VoIP connections.

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.
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0 emmosophos over 3 years ago in reply to David Jumbi

Hello David,

Thank you for contacting the Sophos Community.

Adding to what Rfcat and Luca have mentioned, also check for entries on DoS.

Go to Intrusion Prevention >> DoS & Spoof protection >> if it’s enabled try disabling.

If the issue remain SSH to XG (5>4) and you’ll end in the console:

console> drop-packet-capture 'host x.x.x.x' (Where x.x.x.x is the IP of one of the phones) Check if you find any drop packets for VoIP connections.

Regards,

Emmanuel (EmmoSophos)

Technical Team Lead, Global Community Support
Sophos Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.
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0 David Jumbi over 3 years ago in reply to emmosophos

Thanks Emmanuel , I'll give feedback once I'm able o do this , please bear with as I will need test windows to do this , which is not easy to get
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0 David Jumbi over 2 years ago in reply to emmosophos

Hi Manuel DoS & Spoof protection was already disabled , I'm yet to try the drop packet capture as I havent been able to get the firewall back to production since the call center runs 24/7. Getting a test window is a bit hectic , I'll respond once I'm able to do this
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0 David Jumbi over 2 years ago in reply to emmosophos

Hi so when I drop-packet-capture 'host PHONE_IP_ADDRESS' I'm seeing a very weird scenario. When I place the call there's nothing on the output but when I pick the call I see a lot activity on the packet capture. So does this mean SIP is just going via the switch but RTP is somehow being forced through the firewall?
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