ADTRAN 1950859L1 User Manual

ADTRAN 1950859L1 User Manual Manual pdf 46 page image

Appendix A: Troubleshooting ADTRAN IP SoftPhone User Manual46 Copyright © 2006 ADTRAN, Inc. 61950859L1-1AAppendix A: TroubleshootingThe following is a guide to troubleshooting various issues that may arise when using the ADTRAN IPSoftPhone.Networking ProblemsThis guide assumes that the Internet connection is working. If that is not the case, please contact theappropriate Internet service provider.Login TimeoutIf the user gets a Login Timed Out error message, they may have entered their username or passwordincorrectly. Double-check these values with the VoIP service provider. Users also may have problemscontacting a SIP proxy server. Make sure the user’s computer can ping the computers listed in Table 7below. If the user cannot contact any one of these computers, there may be difficulties with softphone calls.Ping is a network utility used to determine whether a remote computer is alive and reachable across anetwork.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 domainname 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. Pleasecontact the appropriate VoIP service provider for assistance.Firewall and NAT IssuesIf the computer is behind a firewall, certain ports must be open for the ADTRAN IP SoftPhone to be ableto communicate with a VoIP service provider. The required ports are listed below in Table 8. Please refer toapplicable firewall documentation for help on opening ports.Table 7. Relevant Network HostsComputerOutbound SIP ProxySTUN ServerDNS Server