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Appendix A: Troubleshooting ADTRAN IP SoftPhone User Manual
46 Copyright © 2006 ADTRAN, Inc. 61950859L1-1A
Appendix A: Troubleshooting
The following is a guide to troubleshooting various issues that may arise when using the ADTRAN IP
SoftPhone.
Networking Problems
This guide assumes that the Internet connection is working. If that is not the case, please contact the
appropriate Internet service provider.
Login Timeout
If the user gets a Login Timed Out error message, they may have entered their username or password
incorrectly. Double-check these values with the VoIP service provider. Users also may have problems
contacting a SIP proxy server. Make sure the user’s computer can ping the computers listed in Table 7
below. 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 a
network.
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 domain
name 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. Please
contact the appropriate VoIP service provider for assistance.
Firewall and NAT Issues
If the computer is behind a firewall, certain ports must be open for the ADTRAN IP SoftPhone to be able
to communicate with a VoIP service provider. The required ports are listed below in Table 8. Please refer to
applicable firewall documentation for help on opening ports.
Table 7. Relevant Network Hosts
Computer
Outbound SIP Proxy
STUN Server
DNS Server