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Troubleshooting

Overview

This guide provides basic troubleshooting steps for users who are unable to connect their Business SIP devices (phones or PBX) to myCloudPBX Business SIP. Ensure you have access to the user interface and the endpoint (phone or PBX).

Common Issues and Solutions

Verify Device Configuration

  • Check Device Name and Authentication ID:
  • Ensure the Device Name and Authentication ID are correctly entered in the SIP device settings.

  • Verify these details in the user interface under SIP Devices.

  • Check Password:

  • Confirm that the password entered in the SIP device matches the password configured in the user interface.

Confirm SIP Server Details

  • SIP Server Address:
  • Ensure the SIP server address is correctly configured in your SIP device settings.
  • Example: sip-east.mycloudpbx.com.au

Network and Firewall Settings

  • Check Network Connectivity:

    • Verify that the SIP device has a stable network connection.
    • Ensure the device is connected to the internet and can reach the SIP server.

  • Firewall and NAT:

    • Ensure that your network firewall allows SIP traffic.
    • Check that NAT settings are correctly configured to allow SIP communication.

Port Configuration

  • Verify SIP and RTP Ports:
    • Ensure that the correct ports are open and not blocked by the firewall.
    • SIP ports: 5060 (UDP/TCP)
    • RTP ports: Range between 16384-32768 (UDP)

Caller ID and Outbound Settings

  • Default Outbound Caller ID:
    • Ensure that the Default Outbound Caller ID is set correctly.
    • Verify this in the user interface under SIP Devices.

Unable to Call X

  • Check Call Permissions:
    • Verify that the required call types (e.g., Local, National, Mobile) are enabled for the SIP device.
  • Adjust settings in the user interface if necessary.

Poor Call Quality

Symptoms: - Echo, jitter, or choppy audio during calls. - Delayed audio or dropped calls.

Troubleshooting Steps: 1. Check Network Bandwidth: - Ensure that there is sufficient bandwidth available for VoIP traffic. - Avoid heavy network usage during calls (e.g., large downloads/uploads).

  1. Enable QoS (Quality of Service):

    • Configure QoS settings on the router to prioritize VoIP traffic.

  2. Check for Network Congestion:

    • Identify and resolve any network congestion issues that might be affecting call quality.

  3. Test with a Wired Connection:

    • If using Wi-Fi, switch to a wired Ethernet connection to see if call quality improves.

Calls Dropping

Symptoms: - Calls are unexpectedly disconnected. - Frequent call drops.

Troubleshooting Steps: 1. Check Network Stability: - Ensure a stable internet connection without frequent drops.

  1. Check SIP Expiry Timer:

    • Verify and adjust the SIP registration expiry timer settings on the phone.

  2. Update Firmware:

    • Ensure both the phone and the router have the latest firmware updates installed.

  3. Consult ISP:

    • Contact your internet service provider to check for any issues with your internet connection.

Additional Tips

  • Documentation: Refer to the user manual or online documentation for your specific SIP device model for detailed configuration steps.
  • Firmware Update: Ensure your SIP device firmware is up to date, as firmware updates often include bug fixes and improvements.

By following these troubleshooting steps, you should be able to identify and resolve common connectivity issues with your SIP devices. If you continue to experience problems, don't hesitate to contact support for further assistance.