This error means that the phone did not receive a reply from the server(or there is no connectivity with it) and is common with new installations or when changing the network connectivity, i.e. being it 3G/4G or WiFi network.
Common reasons include:
- There is typo (or an extra space) in the host/domain name:
Windows, Mac, Linux and iOS:
Open Zoiper -> Go to Settings -> Accounts -> (your account)
Double check that the setting for "Domain" are correct, does not contain any spaces and is inserted exactly as your VoIP service provider gave it.
Windows, Mac and Linux:
Do not use the Username that you have received in your purchase confirmation email for your Zoiper license.
Zoiper does not come bundled with service service accounts.
Android:
Open Zoiper -> Go to Settings -> Accounts -> (your account)
Double check that the setting for "Host" is correct and does not contain any spaces.
iOS and Android:
Your VoIP service provider may have regional restrictions:
Some service providers impose regional restrictions.
When you enable the PUSH notifications proxy, for the server of your VoIP service provider it would appear that you are connecting from Bulgaria/ EU (This is where our servers reside).
Some service providers may block such connections.
In this case, try asking them to whitelist our IP address: 185.117.83.192/27 , port 443
There's an issue with your internet connectivity
Please open your browser and check if you can visit a random website. If not, you have to fix your internet connectivity issue(s) first. If you are not able to do so yourself, we would suggest contacting your ITSP (internet service provider)
- Your network provider is blocking VoIP calls. (this happens mostly in middle eastern countries, but may also happen in public hotspots)
- contact your internet provider and ask if they allow VoIP calls on their network;
- use TLS encryption for the SIP signalling, especially when combined with a server running SIP on port 443.(this requires server side support for TLS);
- use RTP encryption for media;
- use a third party VPN service;
- Your router is intercepting and changing the packets as they pass through
Be sure to Disable SIP ALG on the router. A list with problematic routers and solutions can be found here http://www.voip-info.org/wiki/view/Routers+SIP+ALG
More detailed instructions:
- A firewall on your device is blocking the traffic
Windows:
A list with common firewalls and how to disable them can be found here:
https://help.backblaze.com/hc/en-us/articles/217664708-How-do-I-disable-my-firewall-
Mac:
Please add Zoiper to the list of allowed applications in the macOS firewall.
Instructions can be found here:
Linux:
Please try disabling the Linux firewall.
We do not have complete instructions on how to configure all possible firewalls on the different Linux distributions.
For Ubuntu, please have a look here.
Android:
If you are using Android and have a firewall installed, please Disable it.
iOS:
If you are using a jailbroken iOS iPhone or iPad, please Disable any firewalls you might have installed.
- A NAT router in between the softphone and the server is causing some packets to be dropped
Zoiper has a few settings to trick the server into sending the packets to a different IP address or port.
Please try different settings combinations of STUN (enabled or disabled) or rport for signalling (enabled or disabled).
STUN ON - Rport OFF
STUN ON - Rport ON
STUN OFF - Rport OFF
STUN OFF - Rport ON
Please note that:
A combination that works on one WiFi access point or 3G/4G network might not work on another.
A combination that works one WiFi or cellular network for a specific VoIP server might not work for another one.
If the above fails, please contact your provider or PBX administrator might be able to tweak a server side setting to make things work.
- The PBX or SIP Provider you are trying to connect to is currently down.
Please contact your provider for further assistance;
- Your PBX is on an internal network, but Zoiper is not on the same network and no VPN is running.
Please make sure Zoiper and the PBX or on the same network or setup a VPN between the device running Zoiper and your PBX. Please consult with your system administrator for additional help.
iOS and Android:
- Data usage is blocked for Zoiper on your phone.
Android:
Go to the Android Settings -> Apps -> Zoiper -> Data usage
- Enable background data;
- Enable unrestricted data usage;
iOS:
Go to the iOS settings -> Cellular
Scroll to the section "Use cellular data for" and make sure that data is enabled for Zoiper.
Check also if the needed ports by Zoiper are not blocked in your firewall/ routing device.The default ports used by Zoiper are:
SIP port is randomly assigned by the operating system in the entire port range 0 - 65535 UDP/ TCP
IAX port is 4569 UDP
RTP port is 8000 and above UDP
Default STUN vallues:
Server hostname /IP :stun.zoiper.com
Port : 3478 UDP/TCP
Refresh period : 30