How To | Troubleshoot Softphone Issues

Learn tips and methods for recognizing, diagnosing, and resolving common softphone issues.

Updated at April 8th, 2025

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Procedure

Network Issues

If the Core is using more than one Ethernet interface, make sure that the subnets for each interface do not overlap and that only one interface has a gateway. Refer to the Basic (Network) topic in Core Manager Help.

Softphone Network Setup 

Confirm the Softphone is configured to use the correct network interface (LAN A, LAN B, etc). Refer to the Softphones topic in Core Manager Help.

Softphone Setup

Confirm the softphone settings are correct with the VoIP provider. Refer to the Conferencing Integration topic in Q-SYS Help.

Proxy Connection

Ping the proxy from the Core to check that the Core can communicate with it.

QDS 9.8.2 or lower

  1. Use <IP address of Core>/debug/network
    1. For example 169.254.1.1/debug/network
  2. Select the correct network card IP address.
  3. Enter the IP or name of the proxy.
  4. Click Go. 
    1. If you get no response, the Core cannot reach the proxy.
 
 

QDS 9.9 or higher

  1. Use <IP address of Core>/support/network_debug
    1. For example 169.254.1.1/support/network_debug
  2. Select the correct network card IP address.
  3. Enter the IP or name of the proxy.
  4. Click Go. 
    1. If you get no response, the Core cannot reach the proxy.
 
 

Other Useful Tools

SIP Log 

This shows a log of all SIP communication between the Core and the proxy.

  1. In the softphone settings, make sure that logging is enabled.
  2. In a browser, use <IP address of Core>/sip.txt
    1. For example 169.254.1.1/sip.txt

The newest entries are at the bottom. 

Note

The log itself is continuously updated but any additions are not automatically updated in the browser. The page will therefore need to be refreshed manually to see the latest entries. Each entry is time stamped with the Core's date and time. To avoid possible confusion, make sure the Core's date and time are correct.

 

Packet Capture

This captures the packets on the port the softphone is using and may be useful to see what data the softphone is sending and receiving.

QDS 9.8.2 or lower

  1. In a browser, use <IP address of Core>/pcap_cpature.html
    1. For example 169.254.1.1/pcap_capture.html
  2. Select the required LAN port.
  3. Click the Start.
  4. Perform any necessary tests on the softphone.
  5. Click Stop.
  6. Click Download.

The downloaded file can be viewed in Wireshark.

 
 

QDS 9.9 or higher

  1. In a browser, use <IP address of Core>/support/pcap_cpature
    1. For example 169.254.1.1/support/pcap_capture
  2. Select the required LAN port.
  3. Click the Start.
  4. Perform any necessary tests on the softphone.
  5. Click Stop.
  6. Click Download.

The downloaded file can be viewed in Wireshark.

 
 
softphone softphone troubleshooting

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