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.

2. IP, like 192.168.0.1. This format means the SIP server uses default port (UDP/TCP: 5060, TLS: 5061).

3. IP:Port, like 192.168.0.1:5160.

4. Domain, like test.sip.com. This format means the SIP server uses default port (UDP/TCP: 5060, TLS: 5061).

5. Domain:Port, like  test.sip.com:5160.

6. Check DNS resolve if the SIP server is a domain name.

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