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Knowledge base centre

Softphone Error Troubleshooting

Introduction


At the end of this article, you will be able to understand and troubleshoot common errors on softphones. Should you need any assistance, feel free to contact our support department.

 

Common error codes on softphones applications

 

When installing and running softphones, there is a range of error codes that might happen. In this article, the normal causes will be explained and how to fix them.

401 - Unauthorized - username/password invalid - This error normally happens when you have entered an incorrect username or password from your SIP device details. You should double-check your SIP details accessing the PBX customer portal and clicking on SIP devices at the bottom-left-corner.

 

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403 - Forbidden - This error also means that username or password was entered incorrectly from the SIP device. You should double-check your SIP details accessing the PBX customer portal and clicking on SIP devices at the bottom-left-corner, as shown in the image above.

 

404 - Not Found - Usually, this error represents that you have dialled an incorrect number. You should double-check the number and try to dial the number from another landline or mobile.

 

407 - Proxy Authentication Required - This error also means that username or password was entered incorrectly from the SIP device details. You should double-check your SIP details accessing the PBX customer portal and clicking on SIP devices at the bottom-left-corner, as shown in the image above.

 

488 - Not Acceptable Here - This error means that the phone is registered, but the codecs are incompatible. You should double-check if the configured codecs on your softphone are G711 ulaw/alaw, G722 or G729.

 

 

 

 

 

 

 

 

Common error codes with soft phone applications

There are a range of error codes that will appear when running soft phones. Please review the codes below and the normal causes around them, should you require further help email our support department with the code you are receiving and assistance will be provided. 

401 - Unauthorized - username/password invalid. Double check that you have entered in the correct username and password from your SIP devices tab inside your PBX tab. Please note you will also need to apply the configuration before attempting to connect the soft phone to the SIP device inside your PBX tab. Additionally, make sure that you do not have anything configured in the CallerID field of your soft phone. 

403 - Forbidden - means username/password is incorrect. Double check that you have entered in the correct username and password from your SIP devices tab inside your PBX tab. Please note you will also need to apply the configuration before attempting to connect the soft phone to the SIP device inside your PBX tab. Additionally, make sure that you do not have anything configured in the CallerID field of your soft phone. 

404 - Not Found - usually means that you have dialed an incorrect number, test on a mobile or landline and if the issue persists contact our support department for further assistance. 

407 - Proxy authentication required - username/password is incorrect. Double check that you have entered in the correct username and password from your SIP devices tab inside  your PBX tab. Please note you will also need to apply the configuration before attempting to connect the soft phone to the SIP device inside your PBX tab.

488 - Not acceptable here - phone is registered, but codecs are incorrect. Double check that the codec configured in your soft phone are G711 ulaw/alaw, G722 or G729 (if you have the license). 

[[title=Softphone Error Troubleshooting]]
[[description=When installing and running softphones, there is a range of error codes that might happen. In this article, the normal causes will be explained and how to fix them.]]

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