{{tag>SureVoIP_Partner Partner_Troubleshooting}} ====== SureVoIP Partner Troubleshooting ====== These steps should be performed prior to raising a fault. To raise a fault please use the form which can be found [[http://www.surevoip.co.uk/partnerfault|here]]. Most up to date guidance can be found at **[[partners:troubleshooting:guidance]]**. ====== Hosted VoIP Troubleshooting ====== ===== Registration and phone call issues ===== Follow these steps if your customer is having trouble registering to the service or if phone calls are suffering from drops or voice quality. ==== Check configuration ==== Ensure configuration is correct. Go over [[howtos:setup:start|set up guides]] again and ensure no steps were missed. Missing important configuration parameters is often the cause for registration issues. ==== Check router ==== Check [[troubleshooting:sip_alg|SIP ALG]] has been disabled on the router. Instructions on how to disable SIP ALG on common routers can be found [[troubleshooting:sip_alg|here]]. ==== Install business-grade router ==== Consumer grade routers can often be problematic, and may not allow SIP ALG to be disabled. Consider obtaining a suitable business-grade router. SureVoIP can supply DrayTek routers. Get in touch for a quote. ==== Subscribe to suitable Internet connection ==== Consumer or residential broadband is not suitable for office use, but but can be OK for home workers. Ensure the end user is using a business-grade Internet connection. SureVoIP can supply [[https://www.surevoip.co.uk/products/business-internet-broadband|VoIP-optimised business-grade broadband]] designed for use with our VoIP services. Do get in touch! ==== Further assistance ==== If the above have been checked, get in touch with the SureVoIP support team by filling out a fault report [[https://www.surevoip.co.uk/partner-fault-reporting|here]]. When filling out the fault report it is important that all information is provided. ====== On-site PBX Troubleshooting ====== If you manage a phone system (PBX) for your customer then please ensure you have checked the following before raising a fault. ==== Check configuration ==== Ensure the phone system configuration is correct. Double check over the SIP details and call routing. See our set up guides for [[howtos:setup:start#ip-pbxs|PBX systems]]. ==== Check router ==== You may need to check [[troubleshooting:sip_alg|SIP ALG]] has been disabled on the router. Instructions on how to disable SIP ALG on common routers can be found [[troubleshooting:sip_alg|here]]. Note that some routers require SIP ALG to be enabled, such as Cisco. ==== Check NAT (port forwarding) ==== Ensure the relevant ports have been forwarded to your phone system. At the least you need to forward port 5060 UDP and the relevant UDP RTP ports. ==== Check firewall ==== Check that the relevant SIP and RTP ports are allowed to pass through the firewall. See [[:nat_and_firewall_settings|NAT and Firewall Settings]] for guidance. If you need to know SureVoIP IP addresses please contact support. ==== Install business-grade router ==== Consumer grade routers can often be problematic, and may not allow SIP ALG to be disabled. Consider obtaining a suitable business-grade router. SureVoIP can supply DrayTek routers. Get in touch for a quote. ==== Subscribe to suitable Internet connection ==== Consumer or residential broadband is not suitable for office use, but can be OK for home workers. Ensure the end user is using a business-grade Internet connection. SureVoIP can supply [[https://www.surevoip.co.uk/products/business-internet-broadband|VoIP-optimised business-grade broadband]] designed for use with VoIP services. Do get in touch! ==== Ping and traceroute ==== Run some pings and traceroute to the SureVoIP SIP server. ping -n 300 www.surevoip.co.uk traceroute www.surevoip.co.uk ==== Check phone system logs ==== The end user's phone system logs will give a good indication as to what is happening. Before raising a fault, ensure you have looked over the phone system logs. The cause of the issue should be evident from the log alone. :!: If you need to raise a fault, please ensure you have captured the relevant log entries and send to the support team. ==== Obtain a SIP trace ==== If you need to raise a fault then a SIP trace will be required. See our support guide on how to obtain a [[troubleshooting:sip_traces|SIP trace]]. ==== Further assistance ==== If the above have been checked, get in touch with the SureVoIP support team by filling out a fault report [[https://www.surevoip.co.uk/partner-fault-reporting|here]]. When filling out the fault report it is important that all information is provided. :!: when raising a fault you must provide a SIP trace and confirm what other troubleshooting steps you have performed to prove the fault away from your customer's equipment and configuration.