support wiki

helpful humans at 423-456-6700

User Tools

Site Tools


Sidebar

System Setup
Getting Started
Setup Wizard
Porting Numbers
Caller ID
Special Projects

Networking
Network Introduction
Recommended Equipment
Ideal Network Setup
Firewall/Network Configuration
  Routers That Should Not Be Used
Switches
Ubiquiti ER X Configs
How To Disable SIP ALG
Networking Disasters
OpenVPN on Grandstream Phones
Port Forwarding / External Remote Phones

Customer Admin Portal
Login
Dashboard
Coms
  Fax
  SMS/Text
  E-Mail
Configuration
  Basic Mode
  Extensions-Adding
  Extensions-Function
  Groups
  Receptionists
  Schedule
  Hold Music
  Advanced Mode
  PA Ring Tone
  Recordings
  Keys
  Tricks
My Services
  Numbers
  Lines
  International Calling
  e911
  Conference
  Backup
  Call Recordings
  Phonebook
My Account
  Overview
  Account Info
  Options
  Payment
  Wallet
  Reports

System Functions & Advanced Features
Schedule Override
External Storage: USB
Hold vs Park
Hunt Groups
Line Emulation
Relay/Door/Alarm Control
Feature Code List
Voicemail
Grandstream Wave
Zoiper

Paging
Paging
ALGO 8180 Manual Configuration
SNOM PA1+ Manual Configuration

Hardware
Hello Hub V2
Hello Hub Nano - Cloud Connector
Supported Phones (Auto-Config)
Grandstream HT801/802 Tricks
Pairing Instructions for DP750/752
Grandstream WP820

Reference Manuals by Phone Model
GRP2614, GRP2615, GRP2616
Getting Started
Connecting to WiFi
Get to Know the Keypad
Headsets - Wired and Bluetooth
Factory Reset

Deprecated
Hello Hub V1
Hello Hub V1 Battery Removal
Manual Config Phones

Advanced
Troubleshooting
Reliability
Switching Loops
Email Notes

Policies
Payment Policy
Cancellation
Privacy Policy - Mobile App
Privacy Policy - Website

System Variants
System & Hardware Variants

Required
Terms and Conditions
Software Licensing

Useful
Blog and Rants
HIPAA
Recording Phone Calls & Conversations

Menu

reliability

Reliability and Stability

A single page with everything we know about the reliability and stability of Hello Hubs and associated phone service.Ring-u's very first customer (#99) has been online since June 2017. We have thousands of systems out in the field that never have a problem. We've also had a few nightmares and learned a lot.

Things we have learned, in order of applicability:

Reserve an IP Address

Our #1 recommendation for system reliability

When a Hello Hub boots, it checks to see if it has the same network address it had before, and if not, scans for phones on your network to tell them it's new address. Your system is much more stable if the Hello Hub always gets the same address from your router/firewall/DHCP server. Most modern small network routers make it easy to find the list of things on your network and reserve an address for the Hello Hub. It will usually show up as “ring-u” in the list of DHCP leases in your router with a one button/click “reserve/assign an address” button. This is often the biggest improvement that can be made in the stability of your phone system.

No Port Forwarding

Your Hello Hub does not need your firewall/router to forward traffic to it for normal usage. If you do not need external phones, do not forward ports. If you have ports forwarded, your Hello Hub will be constantly probed by the internet by the curious and nefarious. It has an adaptive firewall that blocks probes, but intense/nefarious probing can cause your firewall to shut down access to and from your Hello Hub, and/or cause your Hello Hub to stop communicating.
If this is the suspected cause:

  1. Reboot your firewall/router and modem.
  2. Wait for your internet access to return, usually takes a couple of minutes.
  3. Reboot your Hello Hub.

Power Cycle / Reboot

Hello Hub V2

Version 2 does not have a power switch or an internal backup battery, and power cycles/reboots like typical electronics. Unplug, pause, plug back in. The LED display will update as it boots up, showing network status, IP address, Internet Connection and more.

Hello Hub Micro Server

The Micro Server does have a power switch, but is configured in BIOS to automatically turn back on when power is restored. Note the blue lights on the power switch will show power on. Listen carefully and a voice will recite it's IP address and status at intervals.

Cloud Connector

Cloud Connector does not have a power switch or an internal backup battery, and power cycles/reboots like typical electronics. Unplug, pause, plug back in. It's easiest to see indicator lights are on the ethernet jack.

Hello Hub V1

We've been asking HHv1 owners to remove the battery: [[battery|Battery Removal Instructions]]

The Hello Hub V1 has a built in backup battery good for more than 4+ hours without power. That's why you have to reboot it with the off and on switch. It was designed to be plugged into a common outlet or outlet strip with 110-120vac.

  • Some UPS's and power strips turn off or go into “green/eco” mode when they don't sense their primary load, usually a computer. This makes the Hello Hub run on battery for a while, then die.
  • Some UPS's are “spikey” when they cycle on/off, and that spike causes the Hello Hub's protection circuit to trip, which protects the Hello Hub. But it means the Hello Hub (and your phones) are offline.

Best way to reboot or power cycle a Hello Hub V1:

  1. Turn OFF the power switch on the back.
  2. Unplug the power cable.
  3. Make sure the lights are off.
  4. Turn ON the power switch (with it still unplugged).
  5. Plug the power cable back in.
  6. 2-3 minutes after this, we should have you back up and running.
  7. In 2-3 minutes you should have a working system.

If you would like your Hello Hub to boot fresh when everything else does after power outage, simply remove the battery from the battery box door on the bottom. If you are using a UPS or other power management solution, this might work better.

reliability.txt · Last modified: 2022/06/20 18:46 by jim