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Can't connect or register to the server
First Level
We start from Connection issues are often a matter of network, either it's the transport layer (and thus the mobile operator's data configuration) or the application layer (meaning some misconfiguration of the account or some error in the server's network). So we start examining the User's network. First we have to check if the device can connect to the Internet. Usually : we open the device's browser and visit a popular web site (your choice, but let's say "google.com"). If the site is not reachable, then you can close the incident as "Not an issue" and tell the user to solve the issue whit with his(her) provider. If instead the internet connection is available, then check the client connection status.
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| The above procedure has to be performed even in case of registration issue. |
If the client is connected, then this could be a Temporary Network Problem or a change in the mobile data configurations.
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In To discern the two cases you have to run a search on the User' SIP Sessions. (add procedure and link here)
any case we force a Force Manual Reconnection, so we are sure that the connection action is correctly triggered and thus we can collect answer by the client. If the connection proceeds fine, then the User experienced a Temporary Network Problem which is now over and then the Incident is closed, otherwise we write the exact error message (if any) about the connection problem. Using this message we Check the Configuration of the Application, looking for misconfigurations which might lead to the incident reported. Example Given: pbx wrong address or port.
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