Registration issue - Wiki

Registration issue

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Sometimes it is possible to have issues when trying to register your Device / Softphone with, we will review some recommendations and important things to check, to start trouble shooting with this situation.

How can we notice there is an issue with registration? Some indicators that can alert us to it:

It is possible that some specific situations will need to be addressed with staff, but with this article you can start looking for potential causes and solutions for your issue.


Reboot Your Devices

Most common issues related with registration failing, can be resolved just by rebooting the Device/Softphone, the router and the modem. This suggestion can usually help in the case you had a power outage or if your Internet connection stopped working for a while.

Note: Considering the use of failover options can help to prevent losing calls during the trouble shooting, you can use a call forward or a 
voicemail along with your number.


Some common suggestions that can be followed if the issue is related with an ATA device or a softphone:

Check Ports

By default is not necessary to open ports in the router and this is only required in the case of some specific firewall rules are blocking traffic on those ports, however if issues are present, we can forward ports UDP 5060 and also 10000 to 20000 UDP, in the router. Another suggestion is when using different devices under the same network, you can designate an internal port for each one (for instance using port 5061 in one device, 5062 in next one, and so on). Communication between the and the router will still go through port 5060, even though different internal ports are used for each device.

Do you suspect your ISP could be blocking these ports ? It is recommended to contact them just to be certain.
If you have a device capable of supporting IAX2 protocol, you can use this as an alternative, just make sure port UDP 4569 is not blocked in your network.

Can`t Connect or Register to Login Server

Check if your device shows any information related with the error when it can not connect, for example on some ATA devices, you can see the "Registration Status", if it shows something like "Cant connect to login server", you can follow this suggestion:

Tomato Firmware (PAP2TNA).

This part is for PAP2T devices, when using the Tomato Firmware:

Asterisk /PBX system.

Some common suggestions that can be followed if the issue is related with an Asterisk system or a PBX:


The NAT option determines the type of setting for users trying to connect to an asterisk server. With it is recommended to have the NAT option set on Yes, which is the option that will work best.

Portal settings influencing NAT with Asterisk:


This feature may also be used to keep a UDP session open to a device that is located behind a network address translator (NAT). By sending the OPTIONS request, the UDP port binding in the NAT (on the outside address of the NAT/firewall device) is maintained by sending traffic through it. If the binding was to expire, there would be no way for Asterisk to initiate a call to the SIP device. This can be used in conjunction with the nat=yes setting.

Note that it is the qualify=xxx(in miliseconds) or qualify=yes or qualify=no in sip.conf file that determines the registration with the
server. If you have "yes" for qualify it will check the registration with the server every 2 seconds.
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