Specifications

Managing Remote Access Troubleshooting Remote Access
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ShoreTel Mobility Router Administration Guide 63
Troubleshooting Remote Access
The following lists issues you might encounter after implementing remote access and how to verify
your configuration.
 Users are not able to create a tunnel on the mobile device.

If you are using a firewall, verify that the appropriate ports and IP addresses are publicly
accessible.

If you are using a firewall, verify that the firewall rule forwards traffic received on the external
IP address to the eth1 IP address of the Mobility Router.

Select Configuration > System > Networking > Remote Access. verify that the IP
addresses and ports used for remote access are configured properly.

Verify that ShoreTel Mobility Client has received the latest configuration information from the
Mobility Router. Users can get the latest configuration when they connect their mobile devices
to the enterprise Wi-Fi network.

Decrease the MTU size for the tunnel interface (Configuration > System > Networking >
Remote Access > General tab).
 Users cannot hear the other parties while on calls using Secure Remote Voice.

Review user information on the Active Remote Users page (Monitor > Users > Active
Remote Users). Find a user who is having the problem, and check the data in the Rx Packets
and Tx Packets columns. These counters should increase at the same pace. If they do not,
there is configuration problem.

Verify that the default gateway has a route defined to forward packets sent to the client pool IP
addresses to the eth0 interface of the Mobility Router.
 Users report poor voice quality for Secure Remote Voice calls.

Verify that the TLS or DTLS tunnel is established between the mobile device and the Mobility
Router.

If the tunnel is using TLS, use DTLS for the tunnel.

Decrease the MTU for the TLS and DTLS protocols (Configuration > Networking > Remote
Access > Protocol tab). If modify the MTU value, you or the user must exit and restart
ShoreTel Mobility Client on the mobile device being tested.

Consider enabling or raising the priority of a voice codec that handles packet loss better (e.g.
iLBC or G.729) if you are encountering packet loss on the remote Wi-Fi network.