Fix phone registration errors
If you are having trouble with registration issues such as line unregistered, URL call is disabled, network is down, and others, use these steps to perform initial troubleshooting before contacting Customer Support.
Before you begin: These steps are advanced and are typically completed by a system admin.
1. Troubleshoot the phone.
Complete the instructions in How do I fix my deskphone?.
2. Perform a ping test.
3. Reboot your network.
Warning: Rebooting your network will cause all connected devices to go offline temporarily.
- Unplug the power supply from:
- Your modem
- Your firewall or router
- The phone that's having registration issues
Note: If the phone is using PoE, you will only see a single ethernet cord plugged into the LAN, SW, NET, or Internet port.
- Wait at least 60 seconds.
- Plug the power supply back into your modem and allow it to reboot completely. This may take a few minutes.
- Plug the power supply back into your firewall or router and allow it to reboot completely. This may take a few minutes.
- Plug the power supply and internet source (ethernet cord) back into the phone.
- Test the phone to see if your issue is resolved.
4. Verify your router is not incompatible.
Check to see if your router is on our denylist.
| Option | Description |
|---|---|
| If your router is incompatible... |
|
| If your router is compatible... | Verify your router settings. |
5. Verify your firewall settings.
Confirm the following settings on your firewall:
- Set UDP timeouts to 300 seconds
- Disable SIP ALG
- Allow all traffic to/from GoTo Connect's IP Blocks
What to do next: If you still have registration errors, please check out these articles for more help or select
Contact Support.
