Why do I sound loud or distorted to other
people?
You may find that some other programs require you to turn on
the +10 mic boost in your Windows audio preferences. EVE Voice does not
require this and you may need to disable it.
To disable +10 mic boost enter your Windows volunme control
panel. Make sure the "Advanced Controls" option is selected in the
"Options" menu. After this is selected you will need to select Options
-> Properties from the menu and select the "Recording" option.
While there, make sure that "Show Microphone" is checked, then click
"OK". You will see an "Advanced" button below your microphone volume
slider. Click this button and uncheck the +10 mic boost box from the
following screen.
What ports does EVE Voice use?
By default, EVE Voice uses UDP port 5062.
What is the echo test?
The echo test allows you to test your voice setup locally and
listen to how other people hear you. You will find the echo test in EVE
under "ESC -> Audio tab. The test will play a voice prompt when
it starts and after that you should hold your push-to-talk key (if any)
to hear yourself.
Why can't I hear the voice prompt and/or
myself while running the echo test?
Try the following troubleshooting tips:
Ensure that you're holding the "Talk" hotkey.
- Check to see that the input and output locations are set
correctly in ESC -> Audio tab.
- Check that your microphone and speakers are plugged in
properly.
- Make sure that external volume control on the headset is
turned up and is not muted. If this doesn't fix the problem, check
Windows audio controls on your computer. Go to the Windows Start menu
and select Control Panel, then select Sounds, and then Audio Devices to
ensure that the audio is not muted and the audio level is turned up.
- Try turning off your firewall. If that fixes the problem,
then open the following ports on the firewall:
- Incoming UDP port 5062
- Outgoing TCP port 80 and 443
- All destination UDP ports 12000 - 16000
- Run the troubleshooter in EVE, ESC -> Audio tab.
- Note that Running Xfire while playing EVE disables Voice
keyboard bindings. A workaround for this is to use the middle mouse
button as your talk key.
- Also please run the test at www.testyourvoip.com
- If you get a 3 or above, please try again EVE voice
- If you get a 3 or below, please contact your ISP.
- Check your Router and Setup
- Try to access at non peak usage, could be your access time point.
- Also check your User issue (local Set up), account issues, local
hardware and network issues.
If none of the above work, please contact EVE Customer Support.
I got an error message that said "Could not
find a voice chat account?"
This indicates that an issue occurred while enableing your
account for voice and that the EVE Voice account was not created
properly, or that EVE is somehow passing the wrong login credentials.
Contact EVE Customer Support.
I got an error message that said "SIP
transaction timed out", what do I do?
This usually means that the voice system can't communicate
using the protocol port mean for voice over IP. Internet protocols
designate certain communication ports on your computer for certain
functions, and port 5060 is designated for voice over IP, with
additional ports beginning with 5062 and moving up at increments of 1
being used if 5060 is not available. Generally this error message means
that some device (like a firewall, or security software) is not
allowing access to the required port, and that Voice is unable to
contact the SIP proxy on port 5062. Because of the high probability
that port 5060 may not be available, EVE Voice is designed to attemtp
to use alternative VoIP port 5062 first. Verify that port 5060 UDP (The
SIP port) is available by going to www.testyourvoip.com.
The problem could be caused by a firewall interfering with the
connection. Try turning off your firewall. If that fixes the problem,
then open the following ports on the firewall:
- Ports 12000-17000 - UDP - for voice media (RTP/RTCP)
- Port 80 and 443 - TCP - for Web server (HTTP/HTTPS)
- Ports 5060 and 5062 - UDP - for voice control signals (SIP)
- Ports 3478 and 3479 - UDP - to aid in setting up voice with
NAT (STUN)
The complete and current Vivox production IP ranges:
- 64.34.14.0/24
- 70.42.62.0/24
- 74.201.98.0/23
- 64.127.112.104/29
- 64.127.123.192/26
- 64.147.162.0/26
- 64.147.180.128/27
This problem can also be caused by a DSL modem (e.g. the
Westell 6100 DSL Modem) with old firmware. If this is the source of the
problem, please contact your modem vendor to request a firmware upgrade.
I got an error message that said "Initialize
failed (The underlying connection was closed: The remote name could not
be resolved)", what do I do?
This error usually means that your computer is not online, or
that your network connection has dropped and has been re-established.
To fix the problem, you need to:
1. Fully exit EVE
2. Make sure that your network connection is functioning, and;
3. Restart EVE
Occasionally EVE Voice will hang in this state when a network
connection is dropped/re-established (e.g. when switching wireless
networks). The fix is to fully exit EVE Voice (by exiting EVE), confirm
a functioning network connection, and restart EVE.
Why is my audio quality bad?
Poor audio quality can be caused by a lack of bandwidth or
CPU. Ensure that there are no bandwidth intensive applications, such as
BitTorrent or Limewire running on your network.
It may be useful to check bandwidth availability at www.testyourvoip.com.
You may also want them to check their Task Manager to ensure resource
availability (i.e. CPU usage below 100%).
Hardware issues such as a poor microphone connection can also
degrade audio quality.
I can't hear anything at all and/or no one
can hear me, what should I do?
First step would be to verify that your headset is working
correctly. If your headset is working fine with another application,
please run the echo test to test your connection.
The echo test allows you to test your voice setup locally and
listen to how other people hear you. You will find the echo test in EVE
under "ESC -> Audio tab. The test will play a voice prompt when
it starts and after that you should hold your push-to-talk key (if any)
to hear yourself. Please refer to "Why can't I hear the voice prompt
and/or myself while running the echo test? for more Troubleshooting
Tips. If you can hear yourself correctly with the echo test, please try
www.testyourvoip.com.
If you get a 3 or above, please try EVE Voice again. If you get a 3 or
below, please contact your ISP.
- Check your Router and Setup.
- Try to access at non peak usage, could be your access time
point.
- Also check your User issues (local Set up), account issues,
local hardware and network issues.
If none of the above work, please contact EVE Customer Support.
Why can I hear, but other people can't (or
the other way around), and how do I fix the problem?
First step would be to verify that your headset is working
properly. If your headset is working fine with another application,
please run the echo test to test your connection.
The echo test allows you to test your voice setup locally and
listen to how other people hear you. You will find the echo test in EVE
under "ESC -> Audio tab. The test will play a voice prompt when
it starts and after that you should hold your push-to-talk key (if any)
to hear yourself. Please refer to the "Why can't I hear the voice
prompt and/or myself while running the echo test? for more
Troubleshooting Tips. If you can hear yourself correctly with the echo
test, please try www.testyourvoip.com.
If you get a 3 or above, please try again EVE Voice. If you get a 3 or
below, please contact your ISP.
- Check your Router and Setup.
- Try to access at non peak usage, could be your access time
point.
- Also check your User issues (local Set up), account issues,
local hardware and network issues.
If none of the aboe work, please contact EVE Customer Support.
My voice chats keep getting dropped, what
can I do?
Dropped calls can often be due to home router firmware bugs.
Upgrading the firmware of the router and/or rebooting the router
sometimes fixes the problem.
VoIP protocols don't function correctly in networks that include some
types of NAT transversal or firewall components. The result is that
calls can have one-way audtio or fail. One-way audio usually results
from a double NAT issue or an unfriendly NAT transversal being used on
the network. VoIP itself presents a problem for NAT because the normal
protocols it uses deal with the signaling and establishing of the
connection.
| Network Diagnostic Error Codes - causes
and possible remedies |
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| Error
# 3 - The network with the
best route to the internet does not have a gateway configured. |
Cause: This is often caused by an incorrect client
computer network configuration. |
Remedy: Restarting Windows may be needed. You may need to restart your
wireless access-point or router. Verify a valid gateway by using the
start->run and entering ‘cmd’. After
a command window comes up, enter ‘ipconfig’ in the window. You should see a valid IP address
associated with the “Default Gateway” line. |
| Error
Code # 4 - The computer does
not have a route to the Internet. |
Cause: This is most often caused by an unplugged or
broken network cable, or a wireless network adapter that is offline. |
Remedy: Check your network cable or the status of
the wireless network adapter to resolve this problem.
You may need to restart your wireless access-point
or router. In some cases,
restarting Windows may be needed. Verify
a default route by using the start->run and entering ‘cmd’. After a command window comes up,
enter the command ‘ipconfig’. You
should see a valid IP address associated with the “Default Gateway”
line. |
| Error
Code # 5 - The computer was
unable to ping the gateway address |
Cause: This is often caused by faulty network
cabling. It may be caused by a router that has been configured to
ignore ping requests. It may
also be caused by a incorrect configured default gateway address. |
Remedy: Check
your network cable or the status of the wireless network adapter to
resolve this problem. You may
need to restart your wireless access-point or router.
In some cases, restarting Windows may be needed. Verify a default route by using the
start->run and entering ‘cmd’. After
a command window comes up type in the command ‘ipconfig’. You should see a valid IP address
associated with the “Default Gateway” line.
You may try running ‘ping’ within the cmd window as
in “ping x.x.x.x” |
| Error
Code # 7 - Could not
resolve the UDP Port 3478 [Server Name] |
Cause: This is often caused by a temporary Internet
outage. This may be a transient condition with respect to your upstream
DNS provider. The diagnostic needs to resolve the Domain Name Service
(DNS) name of the test server to an IP address – this call failed. |
Remedy: A
restart of the network – either at your Internet connection point
(router) or Windows could resolve this problem.
Verify that you can connect to random web sites
through a browser. If your
network provider is having DNS problems this can be resolved by
retrying the troubleshooter later. |
| Error
Code # 8 - Could not resolve
[multiple server names]. |
Cause: This may be a transient condition with respect
to your upstream DNS provider. This might be caused by a temporary
Internet outage. The diagnostic needs to resolve the Domain Name
Service (DNS) name of the voice services servers to an IP address –
this call failed. |
Remedy: A
restart of the network – either at your Internet connection point
(router) or Windows could resolve this problem.
Verify that you can connect to random web sites
through a browser. If your network provider is having DNS problems this
can be resolved by retrying the troubleshooter later. |
| Error
Code # 10 - Could not
contact the UDP Port 3478 [Server]. |
Cause: It is likely that one or more UDP ports
(including port 3478) have been blocked by the firewall/router. |
Remedy: Reconfigure the firewall/router to pass all
UDP traffic. |
| Error
Code # 14 - Cannot connect
to the echo server. |
Cause: The likely cause of this is a temporary
Internet outage. Please try again later. Additionally, this can be
caused by firewalls that only allow traffic to exit on selected ports
(80, 443). |
Remedy: This may be remedied by changing the
firewall configuration. If
you are running a Windows-based firewall please disable and retry the
troubleshooter to see if this is the problem.
If you have a firewall-enabled home router you
should allow UDP ports 3478, 5060 and TCP 80 and 443 from/to your PC. |
| Error
Code # 31 - No UDP or TCP
reply received from Echo Server. |
Cause: The likely cause of this is packet loss. This is rarely caused by a
misconfigured router or firewall. |
Remedy: This may be remedied by changing the
firewall configuration. If
you are running a Windows-based firewall please disable and retry the
troubleshooter to see if this is the problem. |
| Error
Code # 32 - No UDP reply
received for Echo Server. |
Cause: The likely cause of this problem is blocked
UDP ports on the firewall/router |
Remedy: This can be remedied by opening up all UDP
ports on the firewall/router. If
you are running a Windows-based firewall please disable and retry the
troubleshooter to determine if this is the problem.
If you have a firewall-enabled home router you
should allow UDP ports 3478, 5060 from/to your PC. |
| Error
Code # 33 - No TCP reply
received for Echo Server. |
Cause: The likely cause of this problem is packet
loss. |
Remedy: This may caused by a temporary Internet
outage or congestion. This may be a transient condition related to your
upstream Internet provider. |
| Error
Code # 35, 36 - UDP Data
was changed on return from the Echo Server |
Cause: This problem is usually caused by smart
routers that are attempting to “help” VoIP traffic. |
Remedy: Consult the router manual to disable these
features. If your router has options related to VoIP or Internet
Telephony (e.g. SIP). Please
disable and restart your router before trying the troubleshooter again
(1). In some cases router
firmware can be upgraded to current released version to fix inherent
bugs. |
| Error
Code # 37, 38 - UDP Data
was changed en route to the Echo Server. |
Cause: This problem is usually caused by smart
routers that are attempting to “help” VoIP traffic. |
Remedy: Consult the router manual to disable these
features. If your router has options related to VoIP or Internet
Telephony (e.g. SIP). Please
disable and restart your router before trying the troubleshooter again
(1). In some cases router
firmware can be upgraded to current released version to fix inherent
bugs. |
| Error
Code # 39 - Login to Echo
Server timed out. |
Cause: The likely cause of this is a temporary
Internet outage in the route to reach the diagnostic Echo server. |
Remedy: If
your network provider is having IP routing problems this can be
resolved by retrying the troubleshooter later. |
| Error
Code # 42 - Unable to
resolve Echo Server [name]. |
Cause: This is often caused by a temporary Internet
outage. This may be a transient condition with respect to your upstream
DNS provider. The diagnostic needs to resolve the Domain Name Service
(DNS) name of the test server to an IP address – this call failed. |
Cause: This is often caused by a temporary Internet
outage. This may be a transient condition with respect to your upstream
DNS provider. The diagnostic needs to resolve the Domain Name Service
(DNS) name of the test server to an IP address – this call failed. |
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(1) DLink DGL 4100 and 4300 routes have a Auto
configure for SIP that must be unchecked for correct operation.
(2) The BT Voyager 205 ADSL Router needs to be upgraded with the latest
firmware (V1.8 or later) to work properly.
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