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SIP soft phone cannot provision - says The Host cannot be reached

  • 1.  SIP soft phone cannot provision - says The Host cannot be reached

    GCAP Member
    Posted 03-31-2021 13:05
    My networking team says no changes have been made, but all of a sudden we have multiple people receiving this error and not sure why or how to fix...

    Has anyone else encountered this?
    #SIP/VolP
    #Telephony

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    Jamie Mielneczek
    Harris & Harris Ltd.
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  • 2.  RE: SIP soft phone cannot provision - says The Host cannot be reached

    GENESYS
    Posted 04-02-2021 15:48
    "No changes have been made"... yeah, we've all heard that one!

    Are the affected machines on your network, or connecting via a VPN? If a VPN, is it up and connected ok?

    Can you PING the IC server(s) from the clients? Are you using DNS or IP addresses? If DNS, are the addresses resolving correctly?

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    Paul Simpson
    Senior Technical Instructor
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  • 3.  RE: SIP soft phone cannot provision - says The Host cannot be reached

    Posted 04-14-2021 12:26
    I'm sure you go to the bottom of this but, if it truly isn't a network issue, it may be the user's account.

    If the "Host cannot be reached" message appears immediately it is usually network. If it appears after provisioning then the user's account is locked or their password is wrong.

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    James Dunn
    Pitney Bowes Inc.
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  • 4.  RE: SIP soft phone cannot provision - says The Host cannot be reached

    Posted 04-14-2021 14:23
    Hi,

    Please check that the machine is within the domain of the organization, otherwise put the fqdn to see how it goes

    Rafael Guillén

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    Rafael Guillen
    Cibercall USA Corp
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  • 5.  RE: SIP soft phone cannot provision - says The Host cannot be reached

    Posted 04-15-2021 10:10
    Please also checked ports are allowed...we ran in to issues where SIP phone cannot register or registered but cannot pickup calls etc.
    TCP/UDP 8060, TCP/UDP 5060, TLS/TCP 8061, TLS/TCP 5061, UDP/TCP 5062....bi-directional...there maybe other ports that I am missing here, please check the Genesys documentation

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    Vathsan Sarma
    Loblaw Companies Limited
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  • 6.  RE: SIP soft phone cannot provision - says The Host cannot be reached

    GCAP Member
    Posted 04-16-2021 01:13
    ​On the pc or laptop running the sip phone software in the host file add the  CIC servers

    Format X.X.X.X ServerName ServerName.DomainName

       192.168.1.109 CICserver CICServer.local.dns

    Recently  had similar issues with new laptop builds and the display scale was above 100% the sip phone application failed to start correctly.

    Also would get any firewall checked

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    Abdul Majeed
    CapQuest Debt Recovery Ltd.
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  • 7.  RE: SIP soft phone cannot provision - says The Host cannot be reached

    Posted 04-16-2021 05:43
    Edited by Egill Palsson 04-16-2021 05:46
      |   view attached
    Since I have recently been doing massive troublshooting with the SIP softphone, I decided I would share some info:

    1. Firstly check DHCP and DNS
      1. Option 160 should reference a non-fqdn name for both servers(if switchover)
      2. Are all records resolvable from the client workstation using nslookup
      3. Check SRV records on the Forward lookup zone, here is the one for UDP (Note you need two records for each protocol if in use)
      4. There are a bunch of tools that allow you to do queries on DNS and DHCP to see what results you get.
    2. If DNS and DHCP look good, check the client computer for access issues or misconfiguration issues
      1. SIP softphone uses the info it already has registered, so if at any time this got corrupted, it will always try the wrong thing.
        1. Check Registry for HKEY_CURRENT_USER\Software\Interactive Intelligence\SIP Soft Phone\***NAME OF SIP PHONE***
          1. 4.0 ConfigUrl should be the pointing to the correct working DNS fqdn using port 8088 or 8089
          2. 4.0 Host should be pointing to the IC server, or either one of them using port 8060 or 8061
          3. Try EXITING the SIP Softphone, delete everything under the "SIP Soft Phone" key (usually a key named like the computer)
          4. When you start the SIP phone again, it will fetch the current and up to date info
        2. If the registry is correct then check folder permissions and Certificates
          1. C:\Program Files(x86)\Interactive Intelligence\Certificates
          2. Delete everything under the Certificates folder, as the current logged in user.
          3. Restart SIP Softphone, if the folder populates, then access rights are probably not the issue.
    3. Look in the sipsoftphone log(set to ALL) for errors
      1. Are there any Access or write errors?
      2. Are there any  authentication errors (X509)
    The SIP Softphone uses two processes to function correctly:
    1. First it Provisions, for that to work it needs to be able to communicate with the IC Servers on ports 8088 or 8089
    2. Then it REGISTERS, for that it needs to be able to communicate with the IC servers on ports 8060 and 5060 or (8061 and 5061)
    3. NOTE these ports need to be open BOTH DIRECTIONS.
    It might also be worth checking if the Registration Group in IA is correct, and that the Line used for registration is Active. A long shot but it is better to check everything if troubleshooting :)

    If all this is correct, I would definitely run a Wireshark trace on the workstation during the provisioning process.  Filtering for the IPs of the IC servers, and the above mentioned ports.  If that does not show any problems, the problem could we a one way issue with the network, where the Clients can talk to the servers, but the Servers cant send messages back.

    USUALLY...(read "every single time"),  the issues are with the network or client access rights.  You need to ask the network team to do a trace with you, and please ask them to do a "BIDIRECTIONAL trace", since often they are just going to check one way....... for some strange reason :)

    I have attached a KB article from Genesys on the most common issues (if you haven't stumbled upon it yet), it also talks about some other issues to check.

    If you need any additional help, feel free to reach out ;)

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    Egill Palsson
    Advania Sverige AB
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    Attachment(s)

    pdf
    KBArticle.pdf   594 KB 1 version


  • 8.  RE: SIP soft phone cannot provision - says The Host cannot be reached

    Posted 04-16-2021 11:20

    Hello
    I do not know what is written in your logs, but we usually find that issue appear due to missing Access Rights of user on Certificates folder located in ININ application install folder. (by default it is "C:\Program Files (x86)\Interactive Intelligence\Certificates\" )
    But such problem is clearly stated in the logs
    (In KB article that @Egill Palsson shared it's written to check registry key access:

    Verify that the Windows User account that is running the SIP Soft Phone has full access to the following registry keys:

    • HKLMSoftwarePoliciesMicrosoftSystemCertificates
    • HKLMSoftwarePoliciesMicrosoftCryptography
    ​)

    Hope this helps

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    Раско Радојевић
    Rasko Radojevic
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