How to Troubleshoot Your Softphone — Part 1

Common Softphone Troubleshooting

A number of problems and error messages can be encountered when installing your softphone for the first time. Below are the most common and basic softphone troubleshooting steps to get you back up and running.

1. My Softphone Will Not Login (SIP Error 404)

   This error means the user information does not exist on the server. Start by verifying the domain, username, and password provided by your dialer administrator.

   You can also check out our previous videos on how to register a phone extension for additional guidance.

   Things to Remember

   • Never include HTTP, HTTPS, forward slashes, or www in the hostname or domain field. Use the plain domain format only — for example: demo.edialer.net
   • Make sure there are no spaces in the username, password, or domain fields.
   • Verify your phone registration password inside eDialer.
   • Check that the webphone is not disabled in eDialer for the phone extension you are trying to register.
   • Confirm that the Template ID is set to SIP Generic.
   • Confirm that the Protocol is set to SIP.