Troubleshooting

Troubleshooting registrations

401 Unauthorized

403 Forbidden

404 Not Found

407 Proxy authentication required

  • You or your admin may have entered incorrect account credentials for your SIP accounts. Make sure you have no spaces at the end of the username or password.

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.

  • It might be due to no Wi-Fi or mobile network connection. Ensure that your Wi-Fi or mobile network connection is strong and stable.

  • Make sure to give Bria a permission for accessing your local area network if you are using iOS 14 or newer. Go to iOS Settings > Privacy > Local Area Network.

  • 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.

  • Turn on Preferences > Use When Available and Preferences > Allow VoIP Calls.

Using Bria diagnostics

If you have a problem with Bria, technical support may ask you to turn diagnostics on to capture information.

  1. Go to Settings > Advanced Settings > Verbose Logging. If Verbose Logging is off, turn it to on and tap Apply Changes.

  2. Reproduce the problem you were having.

  3. Go back to Settings > Advanced Settings.

  4. Tap Send Log (not Call Statistics).

  5. Tap Yes on Sending Log.

  6. Add a description of the issue, and tap Continue.

  7. Tap Copy on Sending Log Success. The log reference number is on your clipboard.

  8. Report the Ref #to the support team member who was assisting you. If you are opening a new topic, include a description of the problem and the Ref #as it always helps with diagnosing an issue when support has log file to look at. If you add the Ref # to your topic description, it will speed up the support process.

    The description of the problem could include the following:

    • What you were doing when the problem occurred.

    • Your Apple device and model.

    • Any recent changes you have made to your setup of Bria.

    • Whether you are in your normal Wi-Fi zone or a different Wi-Fi zone.

    • Whether you normally have mobile data (3G/4G/LTE) enabled on your device and in Bria.

  9. Turn off Verbose Logging when you are done. Tap Apply Changes.

More information and technical support

Please visit the CounterPath Support Center to:

  • Search the knowledge base or FAQ.
  • Read forum topics.
  • Ask a question.
  • Submit a ticket.