EVE Voice - Troubleshooting

Why do I sound loud or distorted to other people?

You may find that some other programs require you to turn on +10 mic boost in your Windows audio preferences. EVE Voice does not require this and you may need to disable it.

To disable +10 mic boost enter your Windows volume control panel. Make sure the “Advanced Controls” option is selected in the “Options” menu. After this is selected you will need to select Options -> Properties from the menu and select the “Recording” option, while there make sure that “Show Microphone” is checked, then click OK. You will see an “Advanced” button below your microphone volume slider. Click this button and uncheck the +10 mic boost box from the following screen.

What ports does EVE Voice use?

By Default EVE Voice uses UDP port 5062.

What is the echo test?

The echo test allows you to test your voice setup locally and listen to how other people hear you. You will find the echo test in EVEunder Esc -> Audio tab. The test will play a voice prompt when it starts and after that you should hold your push-to-talk key (if any) to hear yourself.

What is "test your VoIP.com" and why do we use it?

http://www.voipreview.org/voipspeedtester.aspx is an online application that will assist you in assessing the quality of your internet connection for VoIP applications. We use it to better troubleshoot any issues you may be experiencing in quality or connection. A good result is one that is around a 3 and above. If you get a good result, try activating voice again. A result less than 3 means you may need to contact your ISP and ask them why you’re having trouble sending and receiving SIP (or VOIP) messages.

Why can’t I hear the voice prompt and/or myself while running the echo test?

Try the following troubleshooting tips: Ensure that you're holding the "Talk" hotkey.

• Check to see that the input and output locations are set correctly in Esc -> Audio tab.
• Check that your microphone and speakers are plugged in properly.
• Make sure that external volume control on the headset is turned up and is not muted. If this doesn't fix the problem, check Windows audio controls on your computer. Go to the Windows Start menu and select Control Panel, then select Sounds, and then Audio Devices to ensure that the audio is not muted and the audio level is turned up.
• Try turning off your firewall. If that fixes the problem, then open the following ports on the firewall:
  • Ports 5060 and 5062 - UDP - for voice control signals (SIP)
  • Ports 3478 and 3479 - UDP - to aid in setting up voice with NAT (STUN)
  • Outgoing TCP port 80 and 443 - TCP - for Web server (HTTP/HTTPS)
  • All destination UDP ports 12000-17000 - UDP - for voice media (RTP/RTCP)

• Run the troubleshooter in EVEEsc -> Audio tab.
• Also please run the test at http://www.voipreview.org/voipspeedtester.aspx,
  • If you get a 3 or above, please try again EVE Voice again.
  • If you get a 3 or below, please contact your ISP.
    • Check you Router and Setup.
    • Try to access at non peak usage, could be your access time point.
    • Also check you User issue (local Set up), account issues, local hardware and network issues.

If none of the above work, please contact EVEcustomer support.

I got an error message that said "Could not find a voice chat account"?

This indicates that an issue occurred while enabling your account for voice andthat the EVE Voice account was not created properly, or that EVEis somehow passing the wrong login credentials. Contact EVECustomer support.

I got an error message that said "SIP transaction timed out", what do I do?

This usually means that the voice system can't communicate using the protocol port meant for voice over IP. Internet protocols designate certain communications ports on your computer for certain functions, and port 5060 is designated for voice over IP, with additional ports beginning with 5062 and moving up at increments of 1being used if 5060 is not available. Generally this error message means that some device (like a firewall, or security software) is not allowing access to the required port, and that Voice is unable to contact the SIP proxy on port 5062. Because of the high probability that port 5060 may not be available, EVE Voice is designed to attempt to use alternate VoIP port 5062 first. Verify that port 5060 UDP (the SIP port) is available by going to http://www.voipreview.org/voipspeedtester.aspx. The problem could be caused by a firewall interfering with the connection. Try turning off your firewall. If that fixes the problem, then open the following ports on the firewall:

• Ports 5060 and 5062 - UDP - for voice control signals (SIP)
• Ports 3478 and 3479 - UDP - to aid in setting up voice with NAT (STUN)
• Outgoing TCP port 80 and 443 - TCP - for Web server (HTTP/HTTPS)
• All destination UDP ports 12000-17000 - UDP - for voice media (RTP/RTCP)

This problem can also be caused by a DSL modem (e.g. the Westell 6100 DSL Modem) with old firmware. If this is the source of the problem, please contact your modem vendor to request a firmware upgrade.

I got an error message that said "Initialize failed (The underlying connection was closed: The remote name could not be resolved)", what do I do?

This error usually means that your computer is not online, or that your network connection has dropped and has been re-established. To fix the problem, you need to:

1. Fully exit EVE
2. Make sure that your network connection is functioning, and;
3. Restart EVE

Occasionally EVE Voice will hang in this state when a network connection is dropped/re-established (e.g., when switching wireless networks). The fix is to fully exit EVE Voice (by exiting EVE), confirm a functioning network connection, and restart EVE.

Why is my audio quality bad?

Poor audio quality can be caused by a lack of bandwidth or CPU. Ensure that there are no bandwidth intensive applications, such as BitTorrent or Limewire, running on your network.

It may be useful to check bandwidth availability at http://www.voipreview.org/voipspeedtester.aspx. You may also want them to check their Task Manager to ensure resource availability (i.e. CPU usage below 100%).

Hardware issues such as a poor microphone connection can also degrade audio quality.

I can't hear anything at all and/or no one can hear me, what should I do?

First step would be to verify that your headset is working correctly. If your headset is working fine with another application, please run the echo test to test your connection. . The echo test allows you to test your voice setup locally and listen to how other people hear you. You will find the echo test in EVEunder Esc -> Audio tab. The test will play a voice prompt when it starts and after that you should hold your push-to-talk key (if any) to hear yourself. Please refer to “Why can’t I hear the voice prompt and/or myself while running the echo test? for more Troubleshooting Tips. If you can hear yourself correctly with the echo test, please try http://www.voipreview.org/voipspeedtester.aspx. If you get a 3 or above, please try again EVE Voice again. If you get a 3 or below, please contact your ISP.

• Check your Router and Setup.
• Try to access at non peak usage, could be your access time point.
• Also check your User issues (local Set up), account issues, local hardware and network issues.

If none of the above work, please contact EVEcustomer support.

Why can I hear, but other people can't (or the other way around), and how can I fix the problem?

First step would be to verify that your headset is working correctly. If your headset is working fine with another application, please run the echo test to test your connection. . The echo test allows you to test your voice setup locally and listen to how other people hear you. You will find the echo test in EVEunder Esc -> Audio tab. The test will play a voice prompt when it starts and after that you should hold your push-to-talk key (if any) to hear yourself. Please refer to “Why can’t I hear the voice prompt and/or myself while running the echo test? for more Troubleshooting Tips. If you can hear yourself correctly with the echo test, please try http://www.voipreview.org/voipspeedtester.aspx. If you get a 3 or above, please try again EVE Voice again. If you get a 3 or below, please contact your ISP.

• Check your Router and Setup
• Try to access at non peak usage, could be your access time point.
• Also check your User issues (local Set up), account issues, local hardware and network issues.

If none of the above work, please contact EVEcustomer support.

I want to allow all of the VIVOX servers that EVE uses, which networks do I have to unblock/allow?

The Vivox VOIP server blocks used in EVE may change according to client location, but as of current writing (2009.04.29), the following netblocks are what are used for Europe :

   64.34.14.0/24
   70.42.62.0/24
   74.201.98.0/24
   74.201.99.0/24

My voice chats keep getting dropped, what can I do?

Dropped calls can often be due to home router firmware bugs. Upgrading the firmware of the router and/or rebooting the router sometimes fixes the problem. VoIP protocols don't function correctly in networks that include some types of NAT transversal or firewall components. The result is that calls can have one-way audio or fail. One-way audio usually results from a double NAT issue or an unfriendly NAT transversal being used on the network. VoIP itself presents a problem for NAT because the normal protocols it uses deal with the signaling and establishing of the connection.