A brief summary of things to try when you have network issues
Before troubleshooting any network problems, please ensure you are familiar with the following articles:
- Supported Network Configurations, Best Practices, and Things You Should Know
- What Firewall Settings Are Required?
- Router and Firewall Best Practices
We also highly recommend you familiarise yourself with all other articles under the "VOIP & NETWORKING" section of the Knowledge Base.
What do we mean by "network issue"?
A network issue can be defined by any issue caused by SIP packets being unable to reach our servers, or by latency/packet loss causing call quality degradation.
This could be a registration packet being blocked in the firewall, or it could be a faulty network device causing jitter on calls.
To troubleshoot a network issue you generally will need to pull a PCAP (Packet Capture) and view it in a program such as Wireshark to see where the call is failing.
For pulling PCAP files on certain phone models, see here.
NOTE: When filtering the PCAP, our server IP addresses are: 185.123.181.97 and 188.95.91.97.
What can I do?
There are limited options when it comes to changes you can make however there are a couple of things you can try before you go searching via Wireshark.
- Limit the codec to only PCMA and PCMU, other codecs generally take up more bandwidth.
- Try a different transport type. TLS in particular ca. sometimes mitigate many issues including SIP ALG.
If you have done the above and the issue is not fixed then you will have to search for the issue on the local network.
If you have pulled PCAP files and can't find the issue then please raise a ticket to help.luminatewholesale.com with your PCAP files and all troubleshooting you have done.