Troubleshooting Guide - Network Issues

This FAQ will go over some simple troubleshooting steps you can attempt to help deal with possible networking issues relating to your Yay.com system!

If you are experienceing issues relating to Call quality, Audio, and/or general Intermittent issues, this guide will take you through what can be done.

If your issues more relate to Calls not ringing or Call routing issues, please see this FAQ on Troubleshooting Call Issues.

Network Troubleshooting

Define the Problem

The first thing that needs to be done is to actually identify the symptom being encountered by your users. These could be:

• No calls inbound/outbound

• Poor audio quality

• One-way audio

• Calls being dropped

• DTMF issues

• etc

Once this has been confirmed, you would then want to know the scale at which this is affecting your account. This mainly boils down to how many users are being affected.

Finally, establish whether or not the symptom is occurring constantly (every single call), or if it is rather an intermittent issue (only certain calls throughout the day).

Quick Isolation Tests

Below are a number of small tests that can be done quite quickly to help determine where the symptom may be originating from, mainly to see what differs when certain variables are changed.

• Restart the affected device/handset

• Test the issue on a different device than the one it was reported on

• Move the device onto a different network and test there

• If the handset supports Wi-Fi, connect it to a mobile 4G/5G hotspot to test on a different network wirelessly

• Compare how Inbound calls behave in comparison to Outbound calls

Device Checks

If the issue is specifically occurring on a certain device, there are a couple values that can be checked on the device itself.

• Ensure the firmware is the most up-to-date version available

• Check what codec is being used - ensure OPUS is disabled and set the primary codec to G.711

Local Network

Even if the issue is only affecting one handset or user, it still could be related to your local network (or if the user is remote, it could be their own local network). Below are certain checks that can be done on the network connection.

• If possible, ensure the device is setup via a wired connection - avoid Wi-Fi where possible

• Check the network for Double NAT or Multiple Routers

• Confirm there is no QoS shaping that is blocking RTP Traffic

• Ensure voice traffic is not competing with large uploads/downloads

• Test calls from an alternative LAN port or switch, where possible

• Reboot any managed switches when possible/convinient

Firewall/Router

If the network is setup correctly, there may still be issues with how the network handles incoming/outgoing traffic, specifcally regarding what it lets through and denies.

• Disable SIP ALG and SIP Inspection

• Ensure all SIP and RTP ports are permitted

• UDP Timeout set to at least 60 seconds (RTP audio is still UDP)

• Please make sure the Yay.com Firewall Guide has been applied to the network

Internet Connection

If all the network configuration is in order, there could be a problem with the actual internet connection being supplied to the device/handset. Here is what you can check regarding this.

• Latency should be below 150ms, and Jitter below 20ms

• Packet Loss should be below 1%

- These 2 sites allow you to check your network speed and packet loss for free!:

- https://packetlosstest.com/

- https://test.libreqos.com/

--> (This website goes into a lot more detail regarding your QoS)

• Ensure no VPN is enabled while the calls are taking place

Checks on Yay.com

If all else fails, the issue might still lie with how the configuration of the user/route has been made on the account. Please read through this FAQ to go through these steps as well.

Narrow the Cause

As some summary points to help point you in the right direction:

• If there are no issues on a seperate network: Local Network Issue

• If it is only affecting one user on a multiple seat account: likely Device/Cabling Issue

• All users are being affected: likely Firewall/ISP Issue

f you need any further help today, please don't hesitate to contact our friendly support team on 0330 122 6000 or by email at help@yay.com!