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2016-10-21


1 Battery Problems


1.1 Battery Not Holding its Charge

The battery becomes empty rapidly.

Solutions

  • Check if the Sleep mode efficiency setting is enabled because it is the best battery consumption reduction mode.
  • Raise the Registration timer value to 650 seconds or more. (Settings/Configure SIP Accounts/name of contact/Servers/TRANSPORT AND SECURITY)
  • Disable the Wi-Fi and 3G Keep Alives or lengthen the available intervals. (Settings/Configure SIP Accounts/name of contact/Advanced/Network Options/SIP Keep Alive)
  • For iOS devices, put the TCP/TLS Battery Optimization setting to On. (Settings/Configure SIP Accounts/name of contact/Servers/TRANSPORT AND SECURITY)
  • If you are not expecting VoIP calls, disable the Run in Background feature to close the Client in background. (Settings/Application Settings)
  • If possible, ask your IT department and/or provider to reduce the number of automated messages that are sent by the server or PBX to the Client. This will avoid depleting the battery.

2 Calling Problems


2.1 Peer Cannot Hear You

Your contact cannot hear you, but you can hear your contact.

Solutions

  • The microphone volume is set to low. Refer to your device's user's guide.
  • On iOS platforms, the proper microphone system is not selected. Go to Settings/PRIVACY/Microphone/ Activate for Media5-fone.
  • Cellular data is not enabled. If you are using cellular data, make sure to configure the Media5-fone over Cellular data under: More/Settings/Enable Cellular Data. Remember that SIP over cellular data is not yet supported by all providers. Please verify that your provider allows it.
  • The router/firewall is blocking the outgoing audio stream ports (10000-20000). If you are using a Wi-Fi connection, make sure the router/firewall is not blocking the outgoing audio stream ports (10000-20000) and adjust the M5F ports to the network setup (...Advanced /Network Options /RTP Port EndRTP Port Start)
  • If you are using an Android platform, make sure you have allowed the use of the microphone.
  • If you are using an iPhone, make sure you have allowed Media5-fone to access your microphone (SettingsPRIVACY/MicrophoneActivate for Media5-fone).

2.2 Phone Icon on Dial Pad is Red

If the phone icon on the dial pad is red, this means that you are not registered.

Possible Causes

  • Check if the Wi-Fi/cellular data icon on top of the screen is active.
  • Try to access a website from your web browser to make sure you have a Wi-Fi or cellular connection.
  • If your trying to use a public Wi-Fi network, make sure to accept usage conditions on the suggested Web page.
  • If you are using the default SIP port, make sure port 5060 is open in your router/firewall. If you do not have access to the network's router/firewall, contact your IT department to make sure you have the security permission to reach your SIP server
  • If you have configured a different Registrar of Proxy port for your account, please make sure it is not blocked.
  • If you tap on the call button when it is red, the Client will try to register once more.
  • Verify the SIP settings given to you by your provider. If a proxy or outbound proxy is required, you will need to configure them:
    • // /Servers/Enable Proxy = On
    • // /ServersAddress
    • If your provider uses a port different from 5060// /Servers/Port
  • You may be in a geographical area where SIP traffic is blocked at the network level. Please confirm with your provider that SIP is supported in your area. Refer to Mobility Documentation Portal .
  • Look up the SIP traces to validate if the server sent an answer. Refer to the Mobility Documentation Portal .

Note

In the latest versions there is an error icon displayed when some network errors occur. If the user taps the icon, it will provide a more detailed error description (e.g. SIP code received).


2.3 Unable to Access my iPhone Address Book

Solution

  • On iOS devices, set your iPhone to allow Media5-fone to access your contact list. Settings/PRIVACY/Contacts.

2.4 Unable to Enter Digits During an Established Call

Solutions

  • Make sure you are using the keypad displayed with the ShowKeypad button, not the dial pad used to dial the phone number.
  • Change the DTMF method to RTP Inband instead of RFCs 2833/4733. /Settings/Configure SIP Accounts/name of contact/Advanced/DTMF.

2.5 Unable to Hear the Peer

You cannot hear your contact, but your contact hears you.

Solutions

  • Windows: The speakers on your computer are muted. Refer to your device user guide.
  • Windows: The proper speaker system is not selected.
  • If you are using Wi-Fi connection, make sure the route/firewall is not blocking the outgoing stream ports (10000-20000) and adjust the Media5-fone ports to the network setup. (Advanced/Network Options/ RTP Port EndRTP Port Start
  • If the cellular data setting is enabled, remember that not all providers support SIP over cellular data. Please verify that your service provider allows for SIP calls over cellular data.

2.6 Unable to Use Both of my Accounts at the Same Time

On the current Media5-fone version you can set multiple SIP accounts but just one can be registered at a time. Multiple SIP registrations is not supported,


3 Error Messages during Registration


3.1 No local SIP port available. Close every application or modify the local SIP port range

No local SIP port available.

Solutions

  • Close every application or modify the local SIP port range.

3.2 The SIP server refused the connection. Please validate your connection settings with your provider and retry later

The SIP server refused the connection.

Solution

  • Please validate your connection settings with your provider and retry later.

3.3 The specified registration interval is too brief for this server

Solutions

  • Increase the timeout value of the "Reg. Timer (sec)" setting Account/Servers/Other/

4 Error Messages when Calling


4.1 Cannot Establish Call

Possible Causes and Solutions

  • Your call cannot proceed because two calls are already in progress: Finish the first call before making a new one.
  • Your call cannot proceed because the current call is not established: Wait for the non-established call to be established or to terminate it before making a new call.
  • The server cannot be reached. Please review your account settings and make sure that your device is connected to the network: Fix the registering before making a call.
  • Can't make cellular call right now: Contact your cellular phone supplier.

More Solutions

  • Make sure you are connected to the network.
  • Verify the SIP settings given to you by your VoIP provider (username, password, server address, etc.).

4.2 Call Forbidden

The VoIP server refused the registration.

Solutions

  • Verify the SIP settings given to you by your VoIP provider (username, password, server address, etc.).

4.3 Network Lost

Solution

  • Make sure you stay in the zone covered by your Wi-Fi or Internet connection during your call.

4.4 The Peer Cannot Be Found

This message is displayed during a call.

Solutions

  • The called party has his device/application closed
  • The called party is out of range
  • The VoIP server is not able to find a route to connect with the called party
  • Contact your VoIP provider support in order to check why you keep receiving this error, maybe a prefix is required in order to place calls.

4.5 The Peer Cannot Be Reached Temporarily

The registration process with your SIP server is successful, but when you make a call the server refuses it. The service is either running out of capacity temporarily, has reached some limit, such as maximum calls to make in a second for a particular account, telephony port is already active. The outbound PSTN call or PSTN MWI set/clear fails because of glare condition.

Solutions

  • Please contact your VoIP provider’s support, they should be able to guide you and solve the issue.

4.6 The Peer Is Already on the Phone

Solutions

  • Call again later

4.7 The Peer Is Currently Unavailable

The peer is either in an area with no services, or his phone is closed.

Solutions

  • Call again later.

4.8 The Server Could Not Fulfill the Request Due to Some Unexpected Condition

Solutions

  • Contact your VoIP provider’s technical support to check what is the problem with their server.

4.9 The Peer Declined the Call

Solutions

  • Please call later.

4.10 The Phone Is Not Registered to the Server

Solutions

  • Check phone number.

4.11 Username-Password Refused, Please Check Your Settings and Try Again

Solutions

  • Verify the SIP settings given to you by your VoIP provider (username, password, server address, etc.).

4.12 Your Call Cannot Proceed Because No Microphone Is Available

Solutions

  • If you are using an Android platform, make sure you have allowed the use of the microphone.
  • Cellular data is not enabled. If you are using cellular data make sure to use Media5-fone over Cellular data: More/Settings/Enable Cellular Data. Remember that SIP over cellular data is not yet supported by all providers. Please verify that your provider allows it.

5 Known Issues

Detailed list of known and resolved issues.

For more information, refer to the Release Notes supplied with your Client.

6 Purchasing Problems


6.1 Unable to Restore In-App Purchase

Solutions

  • You are not using the same Google/Apple account used to purchase the in-app. Use the same account used to purchase the in-app.
  • You are trying to restore to Apple an in-app purchased for an Android device (or vice-versa). This is unfortunately impossible. The stores are independent.
  • Although you are using the proper account, on the proper device, you cannot restore the in-app. Check your back transaction record to ensure that the purchase actually succeeded. You can also contact Apple or Google to validate the transaction status. If you see the transaction in your record, tap the Restore Purchases button in the app to recover possible pending transaction that may have not been completed by the store. If the transaction failed, reissue the in-app purchase in the app.

6.2 Refund to Change my iPhone to Android

Unfortunately App Store and Google Play Store are completely different stores and since your purchase has been issued directly through Apple, Media5 or Google have no control over the App Store sales and refund policies. Additionally no App Store mechanism is available to us for issuing a refund.


6.3 Refund to Change from Android to iPhone

Unfortunately App Store and Google Play Store are completely different stores and since your purchase has been issued directly through Google Play Store , Media5 or Apple have no control over the Google Play Store sales and refund policies. Additionally no Google Play Store mechanism is available to us for issuing a refund.


7 For More Information

For more detailed information, please refer to the Media5 SoftClient Troubleshooting Guide.


8 Copyright Notice

Copyright ™ © 2016 Media5 Corporation.

This document contains information that is confidential and proprietary to Media5 Corporation.

Media5 Corporation reserves all rights to this document as well as to the Intellectual Property of the document and the technology and know-how that it includes and represents.

This publication cannot be reproduced, neither in whole nor in part, in any form whatsoever, without written prior approval by Media5 Corporation.

Media5 Corporation reserves the right to revise this publication and make changes at any time and without the obligation to notify any person and/or entity of such revisions and/or changes.