Even terrific products are no good without the benefit of a strong and capable support organization standing behind them. TELES USA employs the industry's best telecommunications engineers and support personnel to help ensure your world-class TELES gateway or softswitch remains up and running to cut your costs or make you money.
1. GSM calls connect, but I get no audio no audio.
2. My SIMs do not register in iGATE, or do not register on one specific GSM board.
3. SIMs from my vGATE do not reach the iGATE.
4. SIMs in the vGATE stay in a “Search and Assign� state.
1. GSM calls connect, but I get no audio no audio: Issues of no-audio, and sometimes one-way audio, are most often caused by a loose PCM bus cable. This is a flat grey cable that runs from the baseboard to each of the GSM boards.
Included below is an image of where the cable connects to the baseboard. Please check the PCM bus connection at the baseboard, and make sure that you also have a secure connection at each GSM board.
2. My SIMs do not register in iGATE, or do not register on one specific GSM board: Most often SIMs do not register because of a weak field strength to the GSM network, or due to a bad antenna connection.
If a SIM (from the same GSM network) can register in a handset while located by an iGATE antenna, please follow the steps below to troubleshoot your antenna connections.
Step 1. Check the SMA connectors inside the iGATE chassis.
Below is a diagram of a standard Teles GSM card with a splitter connected to 4 GSM modules. Be sure the cables from the GSM modules to the splitter are securely connected on the 'bad' card.
Also check that the splitter on the card is properly connected to the antenna combiner.
Step 2. Swap antenna combiner ports
If all the connections are secure the next step is to test for a bad port on the antenna combiner. To do this simply swap the SMA cables between the 'bad' card and a working one (pictured below). Once you boot the GW back up check the port status with GateManager. If you see the 'bad' ports change you will know the antenna combiner has a faulty SMA connector.
Once we have verified the antenna combiner is working we can test the splitter on the GSM card. Connect the antenna combiner cable directly to one of the GSM modules on the 'bad' GSM board (pictured below). Boot the iGATE back up and check if one of the channels is now working in the port status page.
Please follow the troubleshooting steps detailed above. If the problem still exists, please
contact support@telesusa.com and include the results from the above process.
3. SIMs from my vGATE do not reach the iGATE: The SIM registration failure is caused by blocked ports in your network.
Please check to make sure that the ports below are open. The following ports are mandatory for iGATE / vGATE communication:
All port numbers mentioned in the tables are DESTINATION TCP ports.
Control Unit -> SIM Unit TCP port 51500
Control Unit -> iGATE TCP port 57343
iGATE -> Control Unit TCP port 57342
iGATE -> SIM Unit TCP port 51500
4. SIMs in the vGATE stay in a “Search and Assign� state: The SIM registration failure is caused by blocked ports in your network.
Please check to make sure that the ports below are open. The following ports are mandatory for iGATE / vGATE communication:
All port numbers mentioned in the tables are DESTINATION TCP ports.
Control Unit -> SIM Unit TCP port 51500
Control Unit -> iGATE TCP port 57343
iGATE -> Control Unit TCP port 57342
iGATE -> SIM Unit TCP port 51500
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If problems continue, or if you have any questions, contact us.
