Common problems

The panel does not open

If the panel says “The connection to the server is lost”, calls keep working all the same. Check that:

1. 1The server is on, and 1–2 minutes have passed since a reboot.
2. 2Your computer is on the same network as the server, or connected over VPN.
3. 3The panel address is typed correctly.

If the panel stopped opening after a change of the access settings in “Security” or “Network”, choose “Lift the panel’s access limits” in the menu on the server’s monitor — Server console.

You cannot sign in

• “Wrong login or password” — check the keyboard layout and Caps Lock. The administrator’s login is admin.
• After several wrong passwords, the sign-in button is blocked for a few seconds — wait until the countdown ends.
• The password is forgotten — reset it on the server console: First sign-in to the panel.

A phone does not connect

The extension is “Offline” in the list:

1. 1In the phone, check the server, port 5060, the login (it is the extension number) and the password: Connecting phones.
2. 2If the password was not kept, set a new one in the “New SIP password” field, click “Save” and “Apply”, then enter it in the phone.
3. 3Open “Security” → “Firewall” → “Blocked now”. If the phone’s address is there, click “Unblock” and check the password in the phone.
4. 4Check “Allowed networks” in the extension settings: the phone’s address must be in them.
5. 5If the phone is outside the office and “Only known phones from the Internet” is on, connect the phone over VPN.

The reason for a refusal is shown in “Security” → “Attack log”: for example, “Wrong password” or “Unknown number”.

A provider does not connect

The trunk is “Not registered”, “Rejected” or “Unreachable”:

1. 1Check “Provider server”, “Port”, “Login” and “Password” against your contract.
2. 2Click “Check connection” in the trunk settings or “Check now” on the “Monitoring” tab.
3. 3If the provider connects you by IP address, make sure it knows your PBX’s external address.
4. 4Check the connection in “Logs and diagnostics” → “Network and SIP checks” → “SIP check (OPTIONS)”.

If your outbound routes have a backup provider, outside calls go through it while the main one is unreachable.

No audio, or audio only one way

The cause is almost always in the network between the phone or provider and the PBX.

1. 1Open the audio ports 10000–10500/udp on the router.
2. 2In “Network” → “NAT and audio”, check the “External address”, and check that “Local networks” lists your office networks.
3. 3Phones outside the office must have “Phone behind NAT (a router)” on.

A new setting does not work

Check whether there is a yellow “Saved but not applied” bar at the top. Click “Apply”. When settings were applied and with what result is shown in “Change log”, on the “Apply log” tab.

External calls are stopped

If the panel says that external calls were stopped by toll fraud protection, the protection has tripped. In “Security” → “Toll fraud protection”, check which extension made the calls. Change the password of that extension, then click “Unblock the number” or “Resume external calls”.

A backup was not made

A red bar says that a backup was not made, and why. Open “Backups” and click “Check the connection” for the storage place: the network folder or the storage may have become unreachable, or its password may have changed. The bar disappears after the next successful automatic backup.

The disk is running out of space

The panel warns you when the disk is 80 % and 90 % full. In “Maintenance” → “Storage”, see what takes up the disk and click “Remove old logs”. Keep recordings for a shorter time: “Keep recordings” in “General settings” → “Calls and recording”.

If nothing helped

Make a “Support bundle” in “Logs and diagnostics” and write a request in the customer portal: what happened, when, and what you have already tried.