Troubleshooting

This topic covers common errors as well as how to send a log to Customer Support.

Use the Troubleshooting window in Bria to make sure your headsets and speakers are working without having to actually place a call.

Troubleshooting common errors

408 Request Timeout (no response received from the server)

It means that Bria cannot reach the SIP server (VoIP service provider or PBX), or the server is not responding.

  • Make sure you or your admin entered the correct domain name for your SIP server.

    Log into Bria admin portal, go to the Voice and Video tab, and check these fields: Domain and Port.

    Ask your VoIP service provider what transport and port you should be using to connect to their service. For TLS transport, often the port 5061 is used. When port number is set to Auto in the admin portal, Bria uses 5060.

  • Try changing the firewall strategy used in Bria. Bria supports multiple options, and you are going to try each one to see which one works for your network.

    To do so, log into Bria admin portal, go to the Voice and Video tab, and set up a new voice configuration for testing. This test configuration would be duplicate of your current one, with slight adjustment to Firewall Method. In the Service Settings tab, try changing your Firewall Method to one of the available options. When trying for STUN, set stun.counterpath.com as the firewall server URL (it does not require a username or password).

    Remember that once you make a change in the admin portal, you need to log out and back in on the Bria app to reflect the changes you made.

    If the problem persists, contact your VoIP service provider, and ask if they are receiving registration requests from Bria on your SIP account. Also double check the transport type (UDP/TCP/TLS) and port number. In some cases, your service provider might need to whitelist your IP address in order to reach their server.

  • Disable SIP ALG on your router if it has this option. SIP ALG (Application-level gateway) is a common feature of consumer routers that aims to help VoIP traffic get routed properly, but it could also cause issues with VoIP traffic.

    If this does not work, try disabling the firewall on your network all together, and set the Firewall Method method to None to test to see what is blocking the connection. Make sure nothing is set for the firewall server in Bria admin portal. Do not forget to log out of the app and log back in to reflect the change you made.

  • If this error occurs in a different network than the previous ones you used, check to see if a VPN is used in your network. VPNs could potentially block VoIP traffic.

  • If you have strict firewall rules, you might need to open ports on your network and change firewall rules. This allows traffic from the various servers communicating with Bria.

    See Ports, IP addresses, firewall rules to allow on your network in the Bria Portal Guide.

503 Service Unavailable (may also say Internal Server Error)

  • You or your admin requested TLS or TCP transport, but the SIP server is not configured for this service. Make sure your transport type and encryption settings are correct. Revert to UDP transport for now, and contact your VoIP service provider for details.

Using Bria diagnostics

If you have contacted CounterPath Customer Support in order to troubleshoot a problem, you may have been asked to generate a diagnostic log report and send it to CounterPath.

You may be asked to generate a packet capture, which capture the network traffic on your computer, in addition to a log report. Packet capture is not supported over network changes, such as changing from a wired network to a Wi-Fi network. When you generate a packet capture, you also create a log report.

While packet capturing is in progress, all network traffic on your computer is captured. All other applications that generate network traffic should be shut down or suspended before starting packet capture to avoid complex filtering of network traffic during analysis and to minimize privacy concerns.

  1. In Bria, go to Help > Troubleshooting> Support.

  2. On the Support tab, change the log level to Debug by moving the slider.

  3. Close the Troubleshooting window.
  4. Restart Bria.
  5. Try to recreate the problem you are having.
  6. Return to the Support tab in Help > Troubleshooting.
  7. Click Send Log Report. The Send Log Report window opens.

  8. Type a brief description of the problem you are having and click Send Log (Windows) or Send Log Report (Mac).

    A box for the description, the "Cancel" button, and the "Send" button are on the "Send Log Report" window.

    Once the log is sent, it will be listed under Previous Log Reports.

  9. Save the reference number and forward it to Customer Support.

Bria sends the log to Customer Support.

  1. Other than Bria, shut down or suspend any apps that generate network traffic.
  2. On the Help menu, click Troubleshooting. The Troubleshooting window opens.

  3. On the Support tab, change the log level to Debug by moving the slider.

  4. On the Support tab, click Start Packet Capture. The Packet Capture window opens.

  5. If this is your first time using packet capture or if you have uninstalled Npcap, click Enable Packet Capture. An installer dialog box appears. Follow the instructions to install Npcap and select Support loopback traffic on Installation Options.

    If the Npcap library is not installed on your computer, the "Enable Packet Capture" button is on "Packet Capture"."Support loopback traffic" is on "Installation Options".

    When the installation is complete, click Start Packet Capture. The Packet Capture window opens.

  6. Click Start Capture.

    The "Start Capture" button is on "Packet Capture" if the Pcap library is installed.

  7. Reproduce the problem you are having.

  8. Click Stop Capture.

    The "Stop Capture" button is on "Packet Capture".

  9. Click Send Log Report. The Send Log Report window opens.

  10. Type a brief description of the problem you are having and click Send Log (Windows) or Send Log Report.

    A box for the description, the "Cancel" button, and the "Send" button are on the "Send Log Report" window.

Bria sends a zip file containing both the packet capture and the log report to CounterPath.

  1. Either during the packet capture or when you have stopped but not send the packet capture, click Cancel and Discard.

    The "Cancel and Discard" button is on "Packet Capture" while network traffic is being recorded.The "Cancel and Discard" button is on "Packet Capture" after stopping the packet capture.

The current package capture stops and any data collected is discarded.

  1. On the Help menu, click Troubleshooting. The Troubleshooting window opens.

  2. On the Support tab, click View Log (Windows) or View Current Log (Mac).

The log opens in your default app for opening .txt files.

Bria displays the reference number of previous logs. You cannot view the previous logs but the reference number could be helpful when you are talking to customer support. The customer support representative can view the previous logs and can use the reference number to find the correct log.

."Previous Log Reports" are on the "Troubleshooting" window.