General Guides

Troubleshooting Guide

Troubleshooting Guide <style .tabbed labels.tabbed labels linked { display: none; } </style tip "Troubleshooting Wizard" === "Start" <h2 Welcome to the Troubleshooting Wizard</h2 If you are finding that your device isn't registering properly with Hams Over IP,

!!! tip "Troubleshooting Wizard"

=== "Start"

<h2>Welcome to the Troubleshooting Wizard</h2>

If you are finding that your device isn't registering properly with Hams Over IP, particularly if it's the first time you're attempting to register this device, step through this Wizard and follow the instructions on each step, as it may help you.

The first thing to do is check to make sure that your IP address isn't banned on the server.

<div style="float:right">Launch IP Ban Checker :material-open-in-new:{ .md-button target="_blank" }</div> <div style="clear:both"></div>

Is your device now successfully registered?

<div style="float:left">[Start over](#__tabbed_1_1){ .md-button }</div><div style="float:right">[Yes](#__tabbed_1_14){ .md-button .md-button--primary }    [No](#__tabbed_1_3){ .md-button .md-button--primary }</div>

=== "Device - 1"

<h2>Device - step 1</h2>

Make sure that the information from the email you received is entered correctly into your phone.

Is your device now successfully registered?

=== "Device - 2"

<h2>Device - step 2</h2>

If you copy/pasted the information from your email, try typing it out instead.

Is your device now successfully registered?

=== "Device - 3"

<h2>Device - step 3</h2>

Make sure that the server/proxy address doesn't start with http:// or have trailing / characters.

Email clients are usually "helpful" in this regard.

Is your device now successfully registered?

=== "Device - 4"

<h2>Device - step 4</h2>

Make sure that if your device has a separate field for SIP Port (like the Polycoms do, for example), do not include the :5160 in the server/proxy field, but put 5160 in the port field.

Is your device now successfully registered?

=== "Device - 5"

<h2>Device - step 5</h2>

Make sure that the SIP Transport is set to UDP or UDPOnly, and not TCP or any other value.

Is your device now successfully registered?

=== "Device - 6"

<h2>Device - step 6</h2>

Remember that the maximum password length for a Polycom/Yealink phone is 10 characters, and for an Escene phone it's 16 characters.

If you've been issued our standard 32 character password, please raise a ticket and let us know and we'll issue a shorter one for you.

Is your device now successfully registered?

=== "Device - 7"

<h2>Device - step 7</h2>

Reboot your device, this may help and "settle in" your configuration changes.

Is your device now successfully registered?

=== "Mid-point"

<h2>Possibly not the device, then?</h2>

Ok, so it doesn't look like it is related to your device.

Let's have a look now at some elements of your network.

<div style="float:right">[Continue](#__tabbed_1_10){ .md-button .md-button--primary }</div>

=== "Network - 1"

<h2>Network - step 1</h2>

Make sure that SIP ALG and UPNP has been disabled on your router.

Is your device now successfully registered?

=== "Network - 2"

<h2>Network - step 2</h2>

Reboot your router, this has been known to resolve some local network issues.

Is your device now successfully registered?

=== "Network - 3"

<h2>Network - step 3</h2>

Reboot your modem.

Is your device now successfully registered?

=== "Oh dear"

<h2>Oh dear. :disappointed:</h2>

I'm sorry we weren't able to assist you.

Please raise a ticket, detailing your problem and also mention that you've been through the Troubleshooting Wizard, and we'll see what we can do to help you.

<div style="float:left">[Start over](#__tabbed_1_1){ .md-button }</div>

=== "Yay"

<h2>Great news! :star_struck:</h2>

I'm so pleased that we were able to assist you on this occasion!

Whatever it was that caused your device to start working again, if you feel that it would be useful to share with others and it _wasn't_ already in one of our Configuration Guides, please do let us know so that we can update the Wiki!

<div style="float:left">[Start over](#__tabbed_1_1){ .md-button }</div>

!!! note "Last updated 2025-07-29 Dave M7TLB"