EVE Voice Error Codes

What do the various error codes mean?

EVE Voice ERROR CODES

Error # 3

- The network with the best route to the internet does not have a gateway configured.

Cause: This is often caused by an incorrect client computer network configuration.

Remedy: Restarting Windows may be needed. You may need to restart your wireless access-point or router. Verify a valid gateway by using the start->run and entering ‘cmd’. After a command window comes up, enter ‘ipconfig’ in the window. You should see a valid IP address associated with the “Default Gateway” line.

Error Code # 4

- The computer does not have a route to the Internet.

Cause: This is most often caused by an unplugged or broken network cable, or a wireless network adapter that is offline.

Remedy: Check your network cable or the status of the wireless network adapter to resolve this problem. You may need to restart your wireless access-point or router. In some cases, restarting Windows may be needed. Verify a default route by using the start->run and entering ‘cmd’. After a command window comes up, enter the command ‘ipconfig’. You should see a valid IP address associated with the “Default Gateway” line.

Error Code # 5

- The computer was unable to ping the gateway address.

Cause: This is often caused by faulty network cabling. It may be caused by a router that has been configured to ignore ping requests. It may also be caused by a incorrect configured default gateway address.

Remedy: Check your network cable or the status of the wireless network adapter to resolve this problem. You may need to restart your wireless access-point or router. In some cases, restarting Windows may be needed. Verify a default route by using the start->run and entering ‘cmd’. After a command window comes up type in the command ‘ipconfig’. You should see a valid IP address associated with the “Default Gateway” line. You may try running ‘ping’ within the cmd window as in “ping x.x.x.x”

Error Code # 7

- Could not resolve the UDP Port 3478 [Server Name].

Cause: This is often caused by a temporary Internet outage. This may be a transient condition with respect to your upstream DNS provider. The diagnostic needs to resolve the Domain Name Service (DNS) name of the test server to an IP address – this call failed.

Remedy: A restart of the network – either at your Internet connection point (router) or Windows could resolve this problem. Verify that you can connect to random web sites through a browser. If your network provider is having DNS problems this can be resolved by retrying the troubleshooter later.

Error Code # 8

- Could not resolve [multiple server names].

Cause: This may be a transient condition with respect to your upstream DNS provider. This might be caused by a temporary Internet outage. The diagnostic needs to resolve the Domain Name Service (DNS) name of the voice services servers to an IP address – this call failed.

Remedy: A restart of the network – either at your Internet connection point (router) or Windows could resolve this problem. Verify that you can connect to random web sites through a browser. If your network provider is having DNS problems this can be resolved by retrying the troubleshooter later.

Error Code # 10

- Could not contact the UDP Port 3478 [Server].

Cause: It is likely that one or more UDP ports (including port 3478) have been blocked by the firewall/router.

Remedy: Reconfigure the firewall/router to pass all UDP traffic.

Error Code # 14

- Cannot connect to the echo server.

Cause: The likely cause of this is a temporary Internet outage. Please try again later. Additionally, this can be caused by firewalls that only allow traffic to exit on selected ports (80, 443).

Remedy: This may be remedied by changing the firewall configuration. If you are running a Windows-based firewall please disable and retry the troubleshooter to see if this is the problem. If you have a firewall-enabled home router you should allow UDP ports 3478, 5060 and TCP 80 and 443 from/to your PC.

Error Code # 31

- No UDP or TCP reply received from Echo Server.

Cause: The likely cause of this is packet loss. This is rarely caused by a misconfigured router or firewall.

Remedy: This may be remedied by changing the firewall configuration. If you are running a Windows-based firewall please disable and retry the troubleshooter to see if this is the problem.

Error Code # 32

- No UDP reply received for Echo Server.

Cause: The likely cause of this problem is blocked UDP ports on the firewall/router.

Remedy: This can be remedied by opening up all UDP ports on the firewall/router. If you are running a Windows-based firewall please disable and retry the troubleshooter to determine if this is the problem. If you have a firewall-enabled home router you should allow UDP ports 3478, 5060 from/to your PC.

Error Code # 33

- No TCP reply received for Echo Server.

Cause: The likely cause of this problem is packet loss.

Remedy: This may caused by a temporary Internet outage or congestion. This may be a transient condition related to your upstream Internet provider.

Error Code # 35, 36

- UDP Data was changed on return from the Echo Server.

Cause: This problem is usually caused by smart routers that are attempting to “help” VoIP traffic.

Remedy: Consult the router manual to disable these features. If your router has options related to VoIP or Internet Telephony (e.g. SIP). Please disable and restart your router before trying the troubleshooter again (1). In some cases router firmware can be upgraded to current released version to fix inherent bugs.

Error Code # 37, 38

- UDP Data was changed en route to the Echo Server.

Cause: This problem is usually caused by smart routers that are attempting to “help” VoIP traffic.

Remedy: Consult the router manual to disable these features. If your router has options related to VoIP or Internet Telephony (e.g. SIP). Please disable and restart your router before trying the troubleshooter again (1). In some cases router firmware can be upgraded to current released version to fix inherent bugs.

Error Code # 39

- Login to Echo Server timed out.

Cause: The likely cause of this is a temporary Internet outage in the route to reach the diagnostic Echo server.

Remedy: If your network provider is having IP routing problems this can be resolved by retrying the troubleshooter later.