troubleshooting

Our quick user guide to XPhone mobile softphone application troubleshooting and user settings.

We're sorry that you are experiencing problems with your mobile softphone application but we're here to help.

The following section lists common error codes and their meaning and various settings which improve call audio quality.

Registration errors

Error 408, 503

Check you have an internet connection available either WiFi or Cellular (3G). If this is OK check you have specified the domain or proxy (if required) correctly.

Error 401, 403

Check you have entered your username and password correctly. Also if your provider requires that you need to specify an Authorization username, check this is entered correctly.

Call connection errors

Error 404 when calling

Check you have dialled a valid number as the number being dialled may not be what you intended.

Error 488 when calling

If a common set of codecs cannot be negotiated with the calling party the call will fail. Contact our Help-Desk on 1800 100 800 for further information.

Check that your application is registered click on the Keypad icon at the bottom of your mobile screen. On the keypad screen you will notice your 4-digit extension number in the top left hand corner. If this is GREEN, then the application registered, if RED the application is not registered.

Check that you have 3G/4G and or a WiFi connection. Try and open a web page on your mobile phone.

Check that your application is registered click on the Keypad icon at the bottom of your mobile screen. On the keypad screen you will notice your 4-digit extension number in the top left hand corner. If this is GREEN, then the application registered, if RED the application is not registered.

Check that you have 3G/4G and or a WiFi connection. Try and open a web page on your mobile phone.

Not receiving incoming calls when the mobile in is sleep mode
Check that ‘Run in Background’ is enabled in Preferences >

Not receiving incoming calls in when the mobile is awake or sleep mode

Check that you have 3G/4G and or a WiFi connection. Try and open a web page on your mobile phone.

If calling over cellular (3G) networks, check the codec negotiated in the in-call screen. If the codec is G711a or G711u this is probably the cause of the problem as these codecs use too high a bandwidth to allow good audio on 3G.

Try disabling both these codecs in the 3G codecs setting in the Advanced SIP menu. Try using G722, GSM or iLBC codecs when calling over 3G.
The same problem can be experienced on WiFi if the connection is poor. Again changing to using G722, GSM or iLBC can resolve this.