Frequently Asked Questions

Common Phone Error Messages and what to do:

• Direct IP Call Disabled

The Extension is most likely unregistered. It will be in red.
Please physically reboot the Phone and check whether the Extension turns on green.

• Network Down

There seems to be an issue with local Network connection.
Check if the Network cable is securely connected to LAN port on the back of the Phone.
If so, physically reboot the Phone and see if the error disappears.
Check with your IT regarding connection to the Switch. If NVG Communications is your IT,
please open a ticket with this message as Subject.

• Internet Down

This message is usually due to Internet issues - Internet being down or Router or Modem being offline.
Please check the status of all three.
Verify if you have Internet.
Verify if other Phones are experiencing the same problem.
If the Phone Network is provided by NVG Communications, please open a ticket with this Subject line.

• No LAN cable

This usually happens if the Network cable is loose, the jack is improperly installed or LAN port on the Phone is defective.
Check if the Network cable is securely plugged into the LAN port of the Phone.
Check if the other end is securely connected to the Network socket (jack/wall jack).
If so, physically reboot the Phone.
In case the error is still there, open a ticket to NVG Communications with that Subject line.

• 403 Forbidden

This is common error when either dialing out or receiving a call.
Check if the Extension is registered. It should be green.
Physically reboot the phone and see if this error disappears on dialing out.
Open a ticket to NVG Communications with this Subject line.

• 486 Busy Here

This usually happens when dialing another extension without a Voicemail and is either on a call or Do Not Disturb set.
Either reach out to the person utilizing this extension and check or open a ticket with that Subject line.

If the error is when dialing out to an external number, please check if SIP ALG is disabled on your Router or Modem.
Reach out to your IT to check this or if NVG Communications is your IT, open a ticket with that Subject line.

• 404 Not Found

This is Gateway dialing error.
Please open a ticket to NVG Communications with that Subject line.
Provide:
Date and Time of the call.
Number called or Number dialed.

• 503 Service Unavailable

This means device is not connecting to the Server properly.
Please open a ticket to NVG Communications with that Subject line.

• 488 Not Acceptable Here

This usually Audio codec or Transport protocol error.
Open a ticket to NVG Communications with that Subject line.

• 603 Declined

Usually when dialing out. Check if the Extension or Number is dialed correctly.
This can also mean the far end is declining your call.
Most common reasons: Route error, Call block enabled, call declined with out Voicemail.
If so, open a ticket to NVG Communications with that Subject line.
Provide:
Date and Time of the call.
Number called or Number dialed.

• 480 Temporarily Not Available

Usually Audio codec issue.
Please open a ticket to NVG Communications with that Subject line.

• 511/512 Call Release

You should not be getting this error. This is Server side error.
Open a ticket to NVG Communications with that Subject line.