In order to make and receive calls on your SIP device, it needs to register with Aptela’s proxy server.  If you did not use our phone configuration instructions to register your phone, please refer to our Phone Resources to find instructions for your phone manufacturer. 

Here’s what you may experience if the phone is not registered:

• When attempting to make an outbound call, you hear a dial tone but you receive a fast busy signal
• All inbound calls route to voicemail (or “no answer destination”) or another number in your Find Me List

Here are some reasons your SIP device may not register to Aptela:

• Power outage or loss of Internet connectivity
• The Ethernet cables are not plugged into the correct ports
• The phone settings are incorrect
• Changes were made to your network
• The extension the phone is for is not created
• Router/firewall options are blocking Aptela traffic

Quick Checks:

Try these solutions for common phone registration issues.

1. Check that you have Internet connectivity (try to view a few web sites).  If you do not have Internet, make sure your ISP is not experiencing problems.
2. Confirm that your phone is plugged into a power outlet.
3. Confirm that the Ethernet cables are plugged into the right jacks and are securely connected to the phone and to the network device (e.g., router).

Immediate Resolution:  If the above does not resolve your issue, you can add a phone number to your Find Me List or activate a disabled entry to receive calls while you further troubleshoot.  For instructions, click here.

Basic Troubleshooting:

After ruling out the above common causes, have your account administrator try these basic troubleshooting steps.

1. Check the phone’s configuration settings and that the MAC Address / ID and Phone Type are correct.  Refer to our Phone Resources for phone configuration troubleshooting steps on your phone manufacturer.
2. Look at the phone’s LCD. If it reads an error message, refer to our Phone Resources section to find available instructions to resolve the error message specific to your phone manufacturer.

Advanced Troubleshooting:

If you still have issues, have your IT administrator try these advanced troubleshooting steps.

1. Make sure your router or firewall is properly configured.  Refer to our Router / Firewall Settings.
2. If your SIP device is placed behind an enterprise-level firewall, refer to our Firewall/Router NAT Issues.

If problems persist, please submit a ticket for Aptela support.