Troubleshooting Fanvil IP phones is crucial for ensuring optimal communication. This guide will help you through the process of solving common problems such as registration errors, audio issues, and display problems with your Fanvil IP phone.

Check Registration Status on Phone and Web Interface

  1. Step 1: Check Status

    Go to the display of your Fanvil IP phone to see if it is registered. If it says "Unregistered," there is a problem with SIP credentials or network connection.

  2. Step 2: Check Web Interface

    Log in to the Fanvil IP phone's web interface by entering its IP address in a browser. Here you can see registration status and any error messages.

Phone Does Not Register - Incorrect Credentials, Network Issues

  1. Step 3: Verify SIP Credentials

    Check that the SIP username, password, and server address are correct. You can find these credentials in the Customer Portal on Internetport.

  2. Step 4: Check Network Connection

    Ensure that the phone is connected to a working network. Test with another device to verify that the issue is not with the network.

No Audio in One or Both Directions

  1. Step 5: Check Microphone and Speakers

    Ensure that the microphone on the phone is enabled and working correctly. Also test hearing sound from another source to verify that speakers are functioning.

  2. Step 6: Check Codec Settings

    To ensure correct audio encoding, check that the codec being used is supported by Internetport. Supported codecs are G.711 a-law (PCMA), G.711 u-law (PCMU), G.722 and G.729.

Phone Registers but Calls Do Not Connect

  1. Step 7: Check SIP Server Address

    Ensure that the SIP server address is correct. For Internetport, it is sip.internetport.se.

  2. Step 8: Check Ports and Protocols

    UDP uses port 5060, while TLS uses port 5061. Ensure these are open in your firewall.

Enable Syslog on Fanvil for Detailed Troubleshooting

  1. Step 9: Enable Syslog

    Go to the web interface of your Fanvil IP phone and enable syslog. Enter the address of the syslog server.

  2. Step 10: Review Logs

    Once syslog is enabled, you will be able to see detailed logs that can help identify the problem.

Packet Capture Directly from Fanvil Web Interface

  1. Step 11: Start Packet Capture

    In the web interface of your Fanvil IP phone, start a packet capture to gain insight into network traffic.

  2. Step 12: Analyze Packets

    Use a tool like Wireshark to analyze the captured packets and identify any issues with SIP signals or network traffic.

Contact Support with SIP Trace and Syslog Extracts

  • To get help from Internetport support, submit a SIP trace and syslog extracts. This will facilitate troubleshooting.

If you still have problems after following these steps, contact us at Internetport support.