🩺Phone: troubleshooting

The colour shows whether the exchange is currently registered with your provider or phone system. It changes by itself.

• Green — registered. Calls go out and come in.
• Yellow — registering. Normal straight after saving. If it stays yellow for more than a minute or two, the exchange is getting no reply: read on under “no reply”.
• Red — rejected or unreachable. The other side either replied and said no, or could not be reached at all. The note under the colour tells you which.
• Grey — not set up. There is no connection yet. Internal calls and the echo test still work.

After every change the exchange registers again; “Check status and sync” triggers this manually.

The other side can be reached but will not let the exchange in.

401 — credentials do not match. Almost always one of these:

1. Password cut off when copying, or pasted with a trailing space.
2. Account credentials entered instead of SIP credentials (with sipgate, Telekom and 1&1 these are two different things).
3. User and login name swapped, or the provider requires a different login name.

403 — registration forbidden. The credentials may be right, but the other side refuses:

1. FRITZ!Box: registration from the internet is not switched on for the IP phone.
2. The provider only accepts its own connection — typical of Telekom residential and many business lines. The route then goes through a FRITZ!Box.
3. The device or SIP ID is deactivated at the provider, or not enabled for third-party devices.
4. Phone system: the extension may only register from the local network, or a block list has locked out the exchange’s address after several failed attempts.

After a rejection, the exchange waits a while before trying again so that it does not end up on a block list itself. Once you have corrected the credentials, it registers again immediately.

The exchange sent the registration, but nothing came back. The other side cannot be reached at the address entered.

How to proceed:

1. Check the address. Without https:// and without a path; for a FRITZ!Box, the full MyFRITZ! address.
2. “Check reachability” in the wizard. The wizard resolves the address and knocks from our side. It tells you whether the address has an IPv4 address, whether anything replies at all, and what.
3. Is the device online? A FRITZ!Box that is restarting or unplugged does not reply.
4. Port and transport. Port 5060 with UDP is usual. If your provider or administrator specified something else, enter it under “Advanced (port, transport)”.
5. Phone system behind a router: the router must pass SIP from outside through to the phone system (port forwarding). Your system administrator sets this up.

If the check reports IPv6 only, read the next answer.

Your internet connection has no public IPv4 address of its own but shares one with other customers of the provider. The technical term is DS-Lite. From outside, your FRITZ!Box can then only be reached via IPv6.

The Aurora Hive exchange currently reaches devices via IPv4 only. The route through your own FRITZ!Box or phone system is therefore not possible at present on such a connection — the wizard detects this with “Check reachability” and tells you, rather than trying endlessly.

What you can do:

1. Take route A if your provider issues SIP credentials. How your connection can be reached then makes no difference.
2. Ask your internet provider whether they can switch your connection to a public IPv4 address. Some providers do so on request, especially for business customers.
3. Move the number to a cloud provider such as sipgate, Placetel or easybell and connect it from there.

DS-Lite occurs mainly on cable and fibre connections.

Then registration is fine and the problem is the sound. Check in this order:

1. Microphone allowed? The lock or camera icon in the browser’s address bar shows whether the page may use the microphone.
2. Right device? In the phone in the bottom right corner, choose the headset under Microphone & speaker. After plugging in a headset, reloading the page often helps.
3. *Dial the echo test `43`.** If you hear yourself, everything between you and the exchange is fine — the problem then lies on the way to the provider or with the other person.
4. Company network. Many company networks block the usual path for speech. Aurora Hive then switches by itself to an encrypted connection over port 443, the same port as for web pages. If it stays silent even so, ask your IT team to allow outgoing connections to turn.aurora-hive.de on port 443 and not to break them open for inspection.
5. VPN. A VPN can divert or block the sound. Try a call without the VPN.

If the sound is missing only on outside calls while the echo test works, and you use the FRITZ!Box route: restart the FRITZ!Box, and report the case through the ticket system if it persists.

Work from the browser towards the connection:

1. Is anyone there? Only extensions that are assigned to a person and whose Aurora Hive is currently open in a browser window ring.
2. Is the connection green? Only a registered connection receives calls.
3. Does the other side pass the call on to Aurora Hive? This is the most common cause, see below.
4. Call forwarding or voicemail that answers immediately snatches the call before it reaches the browser.

Where to check step 3:

• FRITZ!Box: the number you want must be selected among the incoming numbers of the IP phone.
• sipgate, Placetel and other cloud phone systems: the device for Aurora Hive must be part of the number’s call routing, otherwise only the other devices ring.
• Phone system: the extension must belong to the ring group that responds to the number.

Then start the incoming test in the Connection tab: call your own number from your mobile, and the wizard confirms whether the call reached the exchange and from which number. If it arrives but nothing rings, the cause is step 1. If it does not arrive, it is step 3 or 4.

The announcement comes from the exchange. It did not let the call out, for one of four reasons:

1. International number. Calls abroad are blocked by default. An admin can enable them in the Connection tab.
2. Premium-rate or special number. 0900, 0137, 0138, 0180, 0190, 0700, 118 directory services and similar are blocked by default; an admin can enable these too.
3. Local number without area code, and no local area code is stored with the connection. Dial with the area code.
4. No connection set up. Then only internal calls and the echo test work.

Emergency calls are not affected by any of these blocks.

If the announcement comes from your provider instead (a different voice, text about your contract), the provider itself is blocking — for example because premium-rate numbers are excluded in your tariff.

The test call in the Connection tab has the exchange call a German mobile or landline number through your connection and play a short announcement. If nothing rings:

1. Connection green? Without registration, no call goes out.
2. Number correct? With area code. The test call deliberately does not accept international, premium-rate or emergency numbers.
3. Outgoing number. Some providers reject calls if the number transmitted does not belong to your contract. Leave the field “Number for outgoing calls” empty or enter exactly one of your numbers.
4. FRITZ!Box: an outgoing number must be selected for the IP phone.

The message the wizard shows after the test call names the reason the other side returned.

The echo test *43 needs no connection — if it stays silent, the problem lies between your browser and the exchange.

1. You hear the announcement but not yourself? Sound reaches you, but your microphone does not get out: check the microphone permission and microphone selection.
2. You hear nothing at all? Check the speaker selection in the phone and your system volume, then the company network (see “no sound”).
3. No connection at all? Then the phone in the bottom right corner is not registered. Reload the page; if that does not help, the extension may not be assigned.

Then the desk phone and Aurora Hive share the same credentials. With many providers, only one device may register per SIP account — the one that registered last pushes out the other.

The fix: create a separate device for Aurora Hive at your provider or in your phone system and enter its credentials in the wizard. With a FRITZ!Box this is the intended setup anyway: a separate IP phone just for Aurora Hive.