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MicroSIP troubleshooting

Registration

1. Can't get online status and green icon in status bar.

Registration is required to receive incoming calls. To do this, you must specify the SIP server. If you leave the SIP server empty, you can make calls but not be able to receive. Username, login, password and domain are also used in registration. After successful registration, you will see a green icon and the status "Online" in status bar.

Error: "Service unavailable", "Bad gateway", "Request Timeout".

  • Make sure you have entered valid "SIP server", optional "SIP proxy". Your SIP provider should provide you with this information.
  • It is also possible that your SIP operator must add your IP address to the server's whitelist.
  • Try changing the transport: UDP, TCP or TLS.
  • You can also try spoofing the "User-Agent" string in the microsip.ini file.

Error: "Forbidden", "Incorrect password" or similar.

Check your SIP server, domain, username, password. The proxy and login are often empty, but you must specify them if required by your SIP provider. Some SIP providers require that you enable the STUN server if your PC does not have a public IP address.

"Internal server error" or similar error. "SIP proxy" is not empty.

Try to add ";hide" suffix to SIP proxy, example "sipproxy.host.com;hide". This can help when SIP service configured not the best way.

Calls

1. Can't make a call

When trying to make a call a message is showed:

Error: "Unable to open sound device: Undefined external error. Error #450001" (after Windows 10 update 1803).

Fix microphone permission in the Windows settings (Windows Settings => Privacy => Microphone).

Error: "Unable to find default audio device".

Speakers and microphone both are required. To make calls you must have input and output sound device in your system. Same for RDP connections.

Error: "An invalid Parameter was passed to a system function".

Allow access to the microphone in Kaspersky Anti-virus settings.

Error: "Not acceptable here".

This is a response from your PBX. Your PBX may not support the requested audio/video codec, encryption, or other requested feature that you have enabled in microsip. Refer to the PBX logs for details. You also should test with a clean installation of microsip, where all additional features are disabled by default.

Error: "End of file".

Change Transport to UDP.

2. Can't make or end a call

Error: "Connection Timeout", "Request Timeout".

  • Test with a clean installation of microsip, where all additional features are disabled by default (remark 1).
  • Make sure your SIP account configuration is correct. Check fields: username, password, domain, server, proxy.
  • Make sure you dial the correct number and in the correct format, with the correct prefix, etc (often not found error).
  • Disable SIP ALG in the router settings.
  • Try with UDP, TCP, TLS transport, one by one.
  • Try with/without "Allow IP rewrite". Try with/without STUN server.
  • Try to set the source port in the microsip settings to 5060.
  • Try calling from another computer, using a different router or other internet connection.
  • Check your PBX configuration, NAT support.

3. Missed incoming calls.

This can happen if your router closes connection by inactivity timeout. To fix this problem you need to reduce the timeouts in your account settings.

With one of these minimum values the problem is commonly solved: "Keep-Alive" = 9 or "Register Refresh" = 58.

We do not recommend setting the "Register Refresh" value too low, as this will increase the load on your PBX.

You should determine and set the value at which the problem disappears.

4. No sound or one directional sound

This can happen if you use one or more routers (with NAT) on the way to the PBX, or if your computer has multiple network connections.

If possible, you should configure your PBX to support NAT. For example, for Asterisk you must add "nat = auto_force_rport,auto_comedia" to the sip.conf file.

If you can't change PBX configuration, you can try to enable "Allow IP rewrite" feature, that will do that work on the softphone side and if possible disable "SIP ALG" in the router/routers settings. "SIP ALG" may interfere with the correct rewriting of IP.

The following actions may help you too:

  • Leave only one active network connection or manlally select the local IP address (or enter your public IP address) in the account setup window.
  • Test with a clean installation of microsip, where all additional features are disabled by default (remark 1).
  • Try with/without STUN server.
  • Try without/with "ICE".
  • Try to set the source port in the microsip settings to 5060.
  • Try calling from another computer, using a different router or other internet connection.

5. Calls getting dropped

  • Disable SIP ALG in the router settings.
  • Try with UDP, TCP, TLS transport, one by one.
  • Try with/without "Allow IP rewrite". Try with/without STUN server.
  • Check your PBX configuration, NAT support.
  • Try disabling Session Timers if your calls drop after XX sec/min (not recommended as a permanent solution).

6. Long initialization time when making calls

If there is a big delay when you make a call, try to switch from TCP+UDP to UDP transport. Often SIP server does not support TCP.

Video Calls


Application crash or restart when making video calls.

Update your video card driver. Make sure hardware acceleration is not broken.

Green video window.

This issue is similar to the "one directional sound" problem. The video stream does not reach the softphone from the server, most likely due to the wrong network route, NAT, or firewall.


Other help pages

Look for other answers on these pages: Frequently asked questions and Help

Report bugs

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Report bugs and compatibility issues here

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