Troubleshooting

Resolving Unable to connect: Connection Failure error on your Softphone

This article will guide you how to fix Softphone when you get the error message Unable to connect: Connection Failure on the Softphone's display.

Internet Connection


Ensure that you have a stable Internet Connection. If you are unable to access the Internet, you will not be able to connect to the RingCentral service. Call your Internet service provider for assistance.

Login

Ensure you have the correct username and password on the Softphone. Try to login to your RingCentral online account via web and ensure you are entering the same username and password to your Softphone.

Change Local Ports

Change your Softphone local ports . Select between 8000 - 8200 or 5060-5090 (i.e 5061, 5062, 5070...5090)

Step 1:
Click on Menu, then select Options
.

Step 2:
Check if Login Credentials are correct on the Account Information screen.

Step 3:
Click the (+) Plus or Expand sign beside Account Information, then click on Connection.

Step 4:
Change the Local Port.


Step 5:
Click OK.

Computer Firewall Settings
Ensure that the RingCentral Softphone is permitted or fully allowed to operate in your computer. Go to Control Panel > Windows Firewall and allow the RingCentral Softphone.

Router Firewall Settings

Consider checking the firewall settings of your router. Make sure that the ports used for RingCentral or VoIP is already added to exception rules. Refer to your Internet Service Provider to assist you on your router. Make sure they have added rules to allow the ports listed below:

• UDP: 5060-5090
• UDP: 16384-16482
• UDP: 8000-8200

Reinstall Softphone
Try to uninstall and reinstall the Softphone. If the issue still persists, contact our Support for further assistance.

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