Softphone Problems and how to fix them

#1
A number of problems and error messages can be encountered when installing your softphone for the first time. We have found that almost all of them are caused by local firewalls and simple installation errors and can be easily resolved.

Before you do anything more complicated, please check that you have the correct username and password in your telephone. With the telephone open on your PC, press F8 to confirm them. Your username is the 8 digit Voipfone account number starting with 3 (3xxxxxxx) and your password is a 6 digit number; make sure you have no spaces at the beginning or end of the number. A common mistake is to input your email address as your username.

There is often more than one firewall to cross; one, possibly two on your computer and another one if you are using a router. Our installation wizard can work with most but there are some stubborn ones that require a bit more tweaking. The error messages you may see or hear are:

(note: this is not an inclusive list - you may well get others)

403 error
404 error
407 error (this one usually means you're using the wrong username or password)
login in timed out! contact network admin
Install Wizard Installation failed
Call Forbidden
Discovering firewall rapid engaged tone (network engaged)
Calls that start then fail
awaiting proxy login information

(Some of the problems above can be resolved by making changes to the softphone configuration. If you wish to attempt this first, please follow the instructions here: http://www.voipfone.co.uk/installer.php otherwise follow the instructions below.)

1 If you are using a firewall on your PC such as ZoneAlarm or Norton Security, you will need to temporarily disable it then re-install the softphone.

(note: it's not enough just to turn it off, you must disable it then re-boot your PC and prevent it re-loading the firewall)


To do this for ZoneAlarm:
Double click on ZoneAlarm in your system tray
In Overview, Click on Preferences
In General, un-tick the box marked "Load Zone Alarm at Start Up"
Then reboot your PC and install the phone again
Then re-enable ZoneAlarm

Re-install the softphone by restarting the Installation Wizard. If you need another copy of it you can find it here:
http://www.voipfone.co.uk/softphone_download.php

Don't forget you will have to input your account number and password during this process so have them to hand before you start. (They came in an email to you when you first registered with Voipfone). Please enter these details carefully, quite a lot of problems are caused by simply putting in the wrong numbers! (It is better to type the numbers in directly rather than cutting and pasting from the email).

2. If you've still got a problem and if you use a router (rather than a simple modem) you may have a problem with its firewall. (A common problem caused by router firewalls is being able to make telephone calls but not receive them; incoming calls go directly to email or you can only have one sided conversations).

You may fix this by making a configuration change in the softphone.

Adding the NAT Proxy in the X-Lite Softphone
To do this in our X-Lite softphone press F8 when the phone is open and you will see the menu.

Add nat.voipfone.co.uk into the outbound proxy field shown there.

There is more information here:
http://www.voipfoneuserforum.com/viewtopic.php?t=784


If you still have no joy you will need to open ports 5004 to 5060 to enable you to connect to our servers and register your phone on our network. You should refer to your router's user manual for details of how to do this. But here is a general guide (which specifically applies to a Linksys router).

Log into your router by opening a browser and typing in its IP address.
This is often (but not always) http://192.168.1.1
You will need to know the username and password - if you have not changed these, they will be the default ones shown in your manual.

Find the page which deals with Port Forwarding. (On the Linksys this is under �Gaming and Applications".)

Under �Application� enter SIP
Under � Port Range � Start� enter 5004
Under � Port Range � End� enter 5060
Under �Protocol� enter Both (ie both UDP and TCP)
Under 'IP Address' enter the address of the Telephone or Adapter (you need to refer to your user manual to find this.)
Tick the 'enable' box

Save the changes
Last edited by Voipfone on February 26th, 2008, 10:26 pm, edited 1 time in total.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

Norton Internet Security

#2
i've followed all the set up instructions and when it gets to the sound test i just keep getting a 408 time out error.

i've done the ping test and i'm just inside the tollerance level

but i noticed that in the previous note my firewall (norton internet security) could be the problem.

i've searched the forum and i can't find any instructions on how to deal with norton specifically.

i'm a bit of a technophobe so you may need to use fairly basic instructions - assume i know nothing. :oops:

#3
Norton will indeed block your phone from installing properly.

You need to open norton and find how to shut it down so that it doesn't automatically re-start when your PC boots up.

Once you've found that and are have re-started your PC and checked that norton has not started again, re-install the x-lite using the wizard.

Once it's up and running you can then re-start Norton.
Regards,

Voipfone Customer Services

iNet Telecoms Ltd (Voipfone)
Sovereign House
227 Marsh Wall
London
E14 9SD
United Kingdom

Registered number: 05168033
Vat Registration Number 858850966

Telephone: 020 7043 5555
Fax: 020 7043 5556

Web: http://www.voipfone.co.uk
Blog: http://www.voipfoneblog.co.uk
Forum: http://www.voipfoneuserforum.co.uk
Twitter: http://www.twitter.com/voipfone

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