This Admin Guide describes how to debug and troubleshoot various issues with Wildix Media Gateways.

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<span class="page-title-pdf">Debugging and troubleshooting of Media Gateways</span>

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This Admin Guide describes how to debug and troubleshoot various issues with Wildix Media Gateways.

Created: April 2018

Updated: August 2019



This Guide provides information about various ways of solving Media Gateways issues and analyzes the most typical problems with the help of examples.

Consult the Guide in case you have provisioning, network and call issues. 

Some useful links

Refer to these Quick Installation Guides for reminding how to connect and configure Media Gateways:

SIP Trunk Settings Guide describes trunk settings and can be helpful in configuring various parameters of Media Gateways

Troubleshooting of BRI Gateways in case of provisioning or network issues


Provisioning, network or functioning of BRI devices is not correct

The Reset procedure of the Gateway.

Reset operation resolves some problems related to the Gateway (strange blinking of LEDs, connectivity problems) and some problems related to LAN connection, access to the configuration page via http etc. Follow these steps to perform the correct operation procedure:

In case the operation was not successful, repeat it again.

Test procedure (performed after the device is reset)

For the test performance you need:

The test

The test consists of a call with two ports involved, one used as outgoing, another one – as incoming.

The PBX plays the audio file in loop to keep the call running and give the possibility to test the device.   
It is recommended to perform this operation in a specifically designed test environment in order to exclude the problems caused by some external factors, that could influence the result (the problems related to the operator, lines, configuration etc). 

The following logical scheme demonstrates the procedure. In this case W02BRI is used (in case W01BRI is tested, you need another BRI device, to set up the second port):

To perform the test:

The procedure, while calling the number 9999, occupies the line corresponding to the predetermined BRI port and calls the number 5555.

The number is checked by the same procedure, and the selected music file starts to play.

Due to the loop that is generated, it’s possible to check all the eventual lines interruptions and the conversation quality, taking the necessary time to perform the test.

Once the procedure is entered into the Dialplan, it should be associated to the user:

Here is what we have after ports configuration: 

The setting is ready for the test procedure. Dial the number 9999 and check the work of the BRI device by listening to the sound file.

Troubleshooting of BRI/ PRI Gateways in case of call issues


PRI or BRI Gateway fails to make/ receive calls. 


Connection of BRI/ PRI Gateway to the ISDN operator’s line or to the PBX Legacy/ other devices should be checked.


“Up” indicates that the service works correctly, while “Down” indicates the problem on the line and/ or in the Gateway configuration:

Resolving issues with ISDN operator’s line connection

Issue 1.1. The physical link is not active

How to solve:

Issue 1.2. The signal is not active

How to solve:

Resolving issues with PBX legacy/other devices connection

Issue 2.1. The physical link is not active 

How to solve:

Issue 2.2. The signal is not active

How to solve:

Issue 3. In case of connection to Cisco router provided by Fastweb operator, the BRI Gateway has problems both with incoming and outgoing calls

How to solve:

Debugging of BRI/ PRI Gateways using PCM trace

PCM traces record all analog signals sent or received on the side of the Wildix media gateway. The data will be sent once a call is being established or is in progress. No data will be sent if the gateway if there are no calls in progress.

This debugging tool helps you to identify the following problems:

Step 1. Connect to BRI/ PRI Media Gateway

ssh -l admin <DEVICE IP>

<DEVICE IP> is the IP adress of BRI/ PRI Media Gateway.

Mipt.PcmCaptureEnable = "Enable"
Mipt.PcmCaptureEndpoint = "BRI/PRI port-channel" 
Mipt.PcmCaptureIpAddr = "PBX IP"


"BRI/PRI port-channel" is BRI/ PRI port and channel from which the PCM trace will be taken. For example,  "BRI1-1" is BRI port 1, channel 1.

"PBX IP" is the IP address of your PBX where the PCM traffic will be sent.

Step 2. Enable pcap trace on PBX

-v -s0 -i any port "5001" or port "6001"


 "5001" (incoming) and "6001" (outgoing) are ports and channels to be specified.  For example:

  1. 5002, port 1 - channel 2

  2. 5003, port 2 - channel 1

  3. 5004, port 2 - channel 2 

Note: Pcap trace can be enabled only for one particular channel.

Step 3. Convert a pcap file using Wireshark packet analyzer 

To convert a pcap file to a PCM file (*.au format), use Wireshark:

Step 4. Open a PCM file using Audacity program

After you converted a pcap file to a PCM one, you can open it using Audacity program.

With the help of Audacity, you can listen to each RTP stream that the PCM file contains and identify the reasons of echo or noise in your network or any other analog and voice quality issues.

Debugging of BRI/ PRI Gateways using PCAP trace

PCAP tracing feature is available starting from BRI/ PRI firmware v. 43.1.1264.

Open the trace with Wireshark program.

Debugging of ISDN Gateways using Syslog 

Collecting and analyzing syslog can be useful in order to debug various issues. 

For the information on how to collect syslog without Remote syslog server, read the Guide: Collecting Syslog from Wildix Devices.

It is also possible to enable remote syslog on Wildix devices: go to WMS -> Devices, double click on a provisioned device to edit it and select “Syslog Server” (enter the address of the remote server). Starting from WMS version 3.88, it is possible to enable Remote Syslog without installation of a remote server. Refer to Remote Syslog Guide for detailed information. 

ISDN Gateways:

The logs help you to understand eventual issues, here is what happens when a user places an outgoing call to a trunk:

In case the call could not be connected or the call was hang up by the operator, the Media Gateway receives the following message: “Unicast RECV Disconnect”

Check the field indicating the reason of the call disconnection, for example: “Cause: Normal call clearing (16)”. Check the codes of disconnection reasons:

Debugging of W04FXO Gateways

To debug W04FXO device, access the Gateway on its IP address (e.g. via telnet protocol:

telnet <DEVICE IP>

<DEVICE IP> is the IP adress of W04FXO

debug -o

debug -c


Troubleshooting of W01/ W02 FXS 2014

Special behavior

Custom encryption is enabled on W01/ W02 FXS for SIP signaling (implemented in WMS version 3.82.32840.35). Starting from WMS version 3.85.35394.9, alternative SIP port for remote registration of W01FXS / W02FXS is used for SIP registration (the first port from RTP range).
In some scenarios, for example, when iptables forwarding is not available, port redirect doesn't work. As a result, W01/ 02 FXS can loss SIP registration. 


Disable the encryption for devices located behind NAT/ Firewall. To implement, you need to apply the following custom parameters to [wildixfxs] section of /rw2/etc/provisioning.conf file:

Note: Consult Provisioning Custom Settings Guide for details.

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