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SIP Phone Troubleshooting Guide

Registration Issue

General Description

On the phone's screen, the account icon is grey; on the phone's webpage, it shows registration failed; according to pcap results, run troubleshooting process as follows:

Troubleshooting

1. The phone didn't send register message

Check the network packages through filter "sip". (If the registration uses TLS, you could check the syslog).
And the phone didn't send a registration message.

  1. Check whether the format of the SIP server is valid.
    1. IP, like 192.168.0.1. This format means the SIP server uses default port (UDP/TCP: 5060, TLS: 5061).
    2. IP:Port, like 192.168.0.1:5160.
    3. Domain, like test.sip.com. This format means the SIP server uses default port (UDP/TCP: 5060, TLS: 5061).
    4. Domain:Port, like test.sip.com:5160.
  2. Check DNS resolve if the SIP server is a domain name.
  3. Check the connection between the phone and the SIP server if the registration uses TCP or TLS.

2. The SIP server didn't respond

Check the network packages through filter "sip". (If the registration uses TLS, you could check the syslog).
And the phone sends a registration message but no response.

  1. Check the connection between the phone and the SIP server.
  2. Check the network device or software such as firewall.
  3. Check on the SIP server.

3. The SIP server responses error code

  • 403 Forbidden. Server prohibition: for example, wrong password, account locked by the server, UA header domain restriction.
  • 404 Not Found. The account doesn't exist.
  • 422 Session Interval Too Small. The Expires period of the registration header is too small and needs to be adjusted.
  • 5XX such as 500 Server Interval Error. Error on the server's side, need to check the server.

Further Support

If the registration issue still exists, you need to create a ticket and provide us the debug files.

Call Issue

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 registration issue still exists, you need to create a ticket and provide us the debug files

Sound quality and volume issues

General Description

There are many kinds of sound quality and volume issues, like Echo, Cut, or the volume too loud, etc.

Troubleshooting

Echo

  1. Are both parties in the same room?
  2. What are the room areas of each party?
  3. Are the rooms of both parties relatively empty or crowded?
  4. Which end of the call hears the echo, and what mode are the two parties using, such as handset, speaker, headset?
  5. What is the volume used by both parties in the call?
  6. Are both parties in the call using Htek phones? If not, is the opposite party a mobile phone or another brand phone?
  7. What codec is used for both parties in the call?
  8. Is it an internal call or an external call?
  9. When an echo appears, do both parties speak at the same time, or only one side speaks?
  10. Please provide us with the syslog, configuration, and capture the network packets at both ends.

Cut

  1. Does the issue occur when a long and continuous sound is pronounced, like a continuous a----------------? Or the issue can happen any time?
  2. During a phone call, use one computer to ping two phones, to see if there's any network fluctuation.
  3. Please provide us with the syslog, configuration, and capture the network packets at both ends.

Volume too loud or too quiet

  1. See how high the volume level is during a phone call (for example, is it 7? Or 10?), use volume plus and minus keys to adjust volume, and feel if there's any change in volume.
  2. On the phone's webpage's Setting – Voice interface, according to whether you're using speakerphone, handset or headset, adjust the parameters below (if you're adjusting speakerphone volume, please turn off Hand-free AGC while doing it):

Handset – Adjust Handset Send Volume to -2dB, -4dB, no lower than -6dB
Headset – Adjust Headset Send Volume to -2dB, -4dB, no lower than -6dB
Speakerphone – Adjust HandFree Send Volume to -2dB, -4dB, no lower than-6dB; meanwhile, turn off Hand-free AGC.


Network Connection Issue

General Description

When network cable is inserted into the phone, the phone can't access network

Troubleshooting

1. There is a Network Down prompt (icon and text) on the LCD top bar

  1. Confirm if another network device with the same switch port and same network cable could connect to network successfully.
  2. Confirm if the LED indicator of the port on the network switch to which the phone is connected is on.
  3. Check the phone's internet port to see if there's any abnormal condition like physical deformation, color change etc.

2. The IPv4 address is 0.0.0.0

  1. Confirm if another network device with the same switch port and same network cable could get an IP address successfully.
  2. Check if the phone needs to configure VLAN; if so, check if the VLAN configuration is correct; if it doesn't need to, check if the phone has activated VLAN.

3. The phone has IPv4 address but can't connect with others device

  1. If the phone has configured static IP address at the moment, check if the static IP address is correct, or enable DHCP to try to get an IP address and connect to network.
  2. If the phone gets IP address via DHCP, disconnect and connect the network cable to see if the IP address can still be acquired.
  3. Confirm if IP addresses on the same network segment can be connected.

Further Support

If the problem remains, please contact Htek Support.

OpenVPN Issue

General Description

After importing OpenVPN configuration file to the phone, the phone can't connect to OpenVPN server, and the OpenVPN error log in the syslog needs to be checked.

Troubleshooting

1. Cipher algorithm 'AES-256-GCM' not found

Confirm the phone version, since phones before version 2.42.6.x.x don't support AES-256-GCM.

2. tls-crypt unwrap error: packet too short

Phone versions that are before 2.42.6.x.x should use tls-auth; phone versions after it, support tls-crypt.
While using tls-auth, there needs to be differentiation between configuration in server and client; on the server side, configuration should be written as tls-auth ta.key 0; on the client side, it should be written as tls-auth ta.key 1; as for tls-crypt, it directly uses tls-crypt ta.key in server and client's configuration.

3. Verify nsCertType ERROR: xxxx, require nsCertType=SERVER

Check if there's ns-cert-type server in client.conf; if there is, replace it with remote-cert-tls server.

Further Support

If the problem remains, please contact Htek Support.

LDAP

General Description

After entering LDAP, the display is empty; the contacts are not correctly displayed; can't search contacts; etc.

Troubleshooting

1. In LDAP search, the display is empty

  1. Confirm if LDAP Server's URL or IP is accessible.
  2. Confirm if LDAP Server's Port configuration is correct.
  3. Confirm if the version supported by LDAP Server is the same as the Protocol set on the phone.
  4. Use pcap to confirm if the configured Name Filter can acquire response from LDAP Server.

2. Contacts searched out by LDAP are not correctly displayed, or contacts can't be searched out

  1. Confirm if the configured Name Filter and Number Filter are correct.
  2. Use pcap to confirm if the response that the phone acquires from LDAP Server matches with Name Filter and Number Filter.

Further Support

If the problem remains, please contact Htek Support.

Expansion Module Issues

General Description

Getting syslog of the expansion module; the expansion module can't be connected; the expansion module's screen is dark.

Troubleshooting

How to get the expansion module's syslog

Press the "left button" of the expansion button 3 times in succession + press the "right button" of the expansion board 1 time and hold for 15 seconds, enter the menu interface of the expansion board.
Check the expansion module's IP via the expansion module's menu interface.
Directly connect your computer to the expansion module's Download Link port, and set a static IP for the computer which is under the same subnet as the expansion module.
For example, the expansion module's IP address is 172.20.0.4/24, then set the computer's IP address as 172.20.0.100/24.
Visit the expansion module's webpage, enter Management→Configuration, download syslog.

The Expansion Module Shows Network Down

  1. Check if the expansion module is connected correctly (the right way to connect should be: uplink port of the expansion module is connected to the phone's PC port; or uplink port of the expansion module is connected to the Download Link port of the previous expansion module).
  2. Check if the phone's PC port, or the Download Link of the previous expansion module is normal (can use an expansion module that has been verified to be normal to test the connection).

The Expansion Module Shows Cannot Connect to Phone

  1. Check if the phone's PC port setting is "Connect to Expansion Module".

Further Support

If the problem remains, please contact Htek Support.

Provisioning Issues

General Description

After clicking "Auto Provision Now", the provisioned configuration doesn't take effect.

Troubleshooting

  1. Check if the server is on, and if the modified configuration file still exists.
  2. Check if there's any interference from other provisioning methods. The priority of provisioning methods can be configured at the phone's webpage: Management - Auto Provision - Config Upgrade Priority. Once configuration has been acquired by a higher priority provisioning method, the phone would try to get configuration via a lower priority method.

The default priority is PnP → DHCP Option → Config Path.

  1. Check if Web page setting priority is enabled. If it is enabled, the user will be protected from letting the manual configuration on the phone's webpage and LCD screen be overridden.



Problems about upgrading

General Description

When the LCD screen shows "Upgrade Firmware Failed!", or shows "The Space is Insufficient!".

Troubleshooting

1. Upgrade Firmware Failed!

Generally, this is because the rom used for upgrading is not right.
For example, the phone needs to upgrade to fw920M.rom, but it used fw921.rom. Or it's because the version difference is too big, so the phone needs to upgrade to a transfer version before upgrading to the final version.
When this happens, please contact Htek technical support and provide the syslog after the upgrading has failed.




2. The Space is Insufficient!

When this notification appears, it means the space left in the phone is not enough for firmware upgrade.
The user will be reminded to reboot, because rebooting will make the phone temporarily clear up some space which is possessed during operation, thus realizing firmware upgrade.
If the phone still can't be upgraded after multiple reboots, please try to enter Recovery Mode to clear the space and then try again.
If none of above works, please contact Htek Technical Support.

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