General Troubleshooting for SIP/H.323 Cloud
Services
Issue: the device cannot establish a SIP/H323 call when the device is on a private network.
To correctly establish the call:
• the device should be publicly accessible.
or the user should:
• open the outbound ports used by the specific cloud service into the NAT Firewall network
equipment
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if it is still not working:
• enable the “NAT Traversal” option on the device.
• set 1:1 NAT configuration on the NAT firewall network equipment (for the local device’s
ephemeral TCP ports and the local SIP/H323 well known ports)
or
• the user should activate an Application Layer Gateway (ALG) for SIP/H323 support on the
NAT firewall network equipment (it could not work if the ALG software is not updated).
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For details, refer to the related vendor support pages:
BlueJeans: “https://support.bluejeans.com/s/article/TCP-UDP-ports-used-by-BlueJeans-Network”
Pexip: “https://docs.pexip.com/admin/port_usage.htm”
WebEx: “https://help.webex.com/en-us/WBX264/How-Do-I-Allow-Webex-Meetings-Traffic-on-My-
Network”
Zoom: “https://support.zoom.us/hc/en-us/articles/201458316”
Issue: The device doesn’t receive audio/video even if the call is established and the local ones
are correctly sent
To correctly receive the audio/video streams:
• the device should be publicly accessible.
or the user should:
• set 1:1 NAT configuration on the NAT firewall network equipment, (only for the local
device’s ephemeral UDP ports)
• enable the “NAT Traversal” option on the device.
or
• the user should activate an Application Layer Gateway (ALG) for SIP/H323 support on the
NAT firewall network equipment (it could not work correctly if the ALG software is not
updated).
Issue: The device receives the content sharing mixed together with the live video during an H323
call.
To receive it as a second stream:
• the device should be publicly accessible.
or the user should:
• set 1:1 NAT configuration on the NAT firewall network equipment, (only for the local
device’s ephemeral UDP ports)
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