Appendix A: Troubleshooting

ADTRAN IP SoftPhone User Manual

 

 

Appendix A: Troubleshooting

The following is a guide to troubleshooting various issues that may arise when using the ADTRAN IP SoftPhone.

Networking Problems

This guide assumes that the Internet connection is working. If that is not the case, please contact the appropriate Internet service provider.

Login Timeout

If the user gets a Login Timed Out error message, they may have entered their username or password incorrectly. Double-check these values with the VoIP service provider. Users also may have problems contacting a SIP proxy server. Make sure the user’s computer can ping the computers listed in Table 7 below. If the user cannot contact any one of these computers, there may be difficulties with softphone calls.

Table 7. Relevant Network Hosts

Computer

Outbound SIP Proxy

STUN Server

DNS Server

Ping is a network utility used to determine whether a remote computer is alive and reachable across a network.

How to ping a computer:

1.Select the Start button.

2.Select Run.

3.Type command.

4.Select the OK button.

5.The Windows command prompt will open.

6.At the prompt type ping <computer address>, where <computer address> is the domain name or IP address of one of the computers in the table above.

7.If the result is could not find host or request timeout, that computer is not available. Please contact the appropriate VoIP service provider for assistance.

Firewall and NAT Issues

If the computer is behind a firewall, certain ports must be open for the ADTRAN IP SoftPhone to be able to communicate with a VoIP service provider. The required ports are listed below in Table 8. Please refer to applicable firewall documentation for help on opening ports.

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Copyright © 2006 ADTRAN, Inc.

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ADTRAN 1950859L1 user manual Appendix a Troubleshooting, Networking Problems, Login Timeout, Firewall and NAT Issues

1950859L1 specifications

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