Troubleshooting
Always start from one real call: Ctrl K → paste the number → open the call. Its Routing and SIP tabs answer most questions.
A port does not register
Section titled “A port does not register”| Check | How |
|---|---|
| Same user and password on both sides | Re-enter the password on the gateway, or press Generate again and copy it |
| The gateway points at the right address | The SIP server on the port must be the switch address we sent you |
| The gateway can reach the internet | Open any web page from the gateway’s network |
| The port is turned on in the gateway | Each line has its own enable switch |
A customer’s calls do not arrive
Section titled “A customer’s calls do not arrive”- No row on Calls at all: the customer’s IP address is missing or different. Ask them which address they send from and add it.
- They send to the wrong address: the customer must send to the switch address we gave you.
Calls are refused by the switch
Section titled “Calls are refused by the switch”Open the refused call; it says why.
| Reason | Fix |
|---|---|
| Unknown customer | Add the IP address to the customer |
| No route | The routing group has no working terminator for this number. Check the sub-groups (ports outside a sub-group carry nothing once sub-groups exist) |
| Number list | A blacklist matched, or a whitelist did not |
| Limit reached | The customer’s limit, a port’s channel limit, or your plan’s limit was reached |
SIP answer codes from a port or carrier
Section titled “SIP answer codes from a port or carrier”| Code | Usually means |
|---|---|
| 403 Forbidden | The carrier does not accept your traffic: IP not allowed, or no credit with them |
| 404 Not found | The number does not exist, or the number format is wrong for that route |
| 408 Timeout | The port or carrier did not answer in time |
| 480 Unavailable | The called phone is off or out of coverage, or the SIM has no signal |
| 486 Busy | The called person is busy, or the port is already on a call |
| 488 Not acceptable | The two sides have no codec in common: see Codecs below |
| 503 Unavailable | The port or carrier is overloaded or down; Routyx tries one more terminator |
Codecs
Section titled “Codecs”Routyx handles G.711 (A-law and µ-law) and G.729, and can transcode between them. A 488 answer, or a call that fails straight after it is answered, usually means the customer, the switch and the port or carrier do not share a codec. Check the codec settings on the terminator and ask the customer which codecs their switch offers. GSM gateways usually work best with G.711 A-law or G.729.
The call connects but there is no sound, or sound one way
Section titled “The call connects but there is no sound, or sound one way”Almost always the network in front of the gateway or the customer’s switch (NAT, firewall). On the gateway, check its NAT / public IP setting. Send us the call (see Support) and we look at the media path with you.
Calls are cut at the same length every time
Section titled “Calls are cut at the same length every time”Check Maximum call time on the port or carrier. A call is cut when it reaches it.
A rule did not fire
Section titled “A rule did not fire”- The rule’s scope does not include that port.
- The cooldown is still running from the last time.
- The rule is switched off, or no channel is enabled for its alerts.
- Preview the rule: it shows what it would have caught in the last 24 hours.