Symptoms (one or more may apply):

  • All phones show “No Service” on the screen

  • Calls cannot be made or received

Likely Cause

A network misconfiguration is preventing your phones from connecting properly.

Resolution Steps

Step 1: Power Cycle Your Network

Restart your devices in this order:

  1. Modem

  2. Router/Firewall

  3. Network Switch (if applicable)

  4. Phones

Wait for each device to fully power up before moving to the next. Once everything is back online, check your phones again.

Step 2: Check Firewall/Router Settings

⚠️ These steps require access to your router’s web portal.

  • If your router/firewall was provided by your Internet Service Provider (ISP), contact their support team for assistance.

  • If you are using a 3rd party device (e.g., Netgear, SonicWall, Fortigate, etc.), please contact your IT support.

Confirm the following settings:

  • SIP ALG is disabled

  • Outbound and inbound traffic is allowed for:

    • UDP ports 5060–5260

    • UDP ports 10,000–20,000

Step 3: Email SoundCurve Support with Your Location IP

  1. From the same location where your phones are plugged in, open an internet browser.

  2. Search for “What is my IPv4” in Google, or visit www.showmyip.com.

  3. Copy your IPv4 address, OR screenshot the IPv4 and send it to SoundCurve support.

  4. Email it to support@soundcurve.com so we can whitelist your location and restore service.