On Premise Software Help ResourceTroubleshooting

Troubleshooting > Failed To Start > Telephone Engine Error

The telephone engine is the component for making and receiving telephone calls. It is also the component to sending and receiving text messages. By Default, text message service is not enabled so your initial telephone engine issues are only related to telephone calls.

1. Make sure your SIP username and password is correct

The most common issue is that you have enter the wrong information about your VOIP/SIP account. For more troubleshooting tips, please see Failed to login to your VOIP account.

2. Make sure your router is not interfere with VOIP traffic

If you use a VOIP service and cannot get response from your service provider, the problem is most likely caused by your router blocking VOIP traffic. This happens more often in more strict corporate environment where incoming internet connections are restricted. For home networking or small office enviromnent, it happens less often. In any case, you need to check with your networking administrator to allow incoming SIP traffic.

In a few situations, your router may incorrectly modify the SIP message and cause the software not being able to connect. This modification is commonly refered as SIP ALG. For more info, please see VOIP message error. The following KB article also related to a DLink SIP alg issue.

3. Make sure your SMS modem is working

If you have enabled SMS (text messaging) service, and the system is complaining about COM port, then take a look at Failed to open COM port.

Your SMS modem also requires a SIM card in order to use your provider's (like AT&T) texting service. Make sure the SIM card is inserted in the modem (most modem will show a green light when it is working). For more info, please see Failed to find SIM card in Device.