General Description

Steps of call issue troubleshooting

Troubleshooting

1. Can receive calls, but can’t make calls

1. Check the network connection status between the phone and SIP server. Pcap on the SIP server, observe if the SIP server can receive packets of the phone calling outbound (if can’t, maybe they’re blocked by firewall or something like that).

2. Check registration of the account, and try to register again.

3. Switch to an account which can make calls and have a try.

2. Can make calls, but can’t receive calls

1. Check if on the phone DND or Forward has been activated; meanwhile, check if the account has activated DND or forward on the SIP server.

2. Check the network connection status between the phone and SIP server, and simultaneously run pcap on the phone side and the server side, to observe where the calling packets are sent to eventually.

3. The phone received a phone call, and it’s hung up at the moment the call is answered

1. Confirm if the Codec of this phone, the phone on the other side and the SIP server match each other.

2. Switch to another account and try.

3. Run pcap on this phone (if possible, run pcap on the SIP server).

4. The phone receives a “ghost” call (number unknown, no one is talking)

1. Confirm if the phone is under protection of firewall or something like that.

2. Confirm if the phone’s Check SIP User ID function is activated (Profile → Advanced → Check SIP User ID → Always Check).

Further Support

If the problem remains, please contact Htek Support (support@htek.com).