YEALINK NETWORK TECHNOLOGY CO.,LTD.

www.yealink.com

Registration Issue

 Feature mechanism:
Register feature: After you configured with right SIP account information, the phone will send
‘REGISTER’ message to the Server for registration, if the server pass the certification, the server
will send back ‘200 OK’ for response, then the phone can be registered. Here is the basic trace
flow for registration:

Also attached the trace for your reference: (You can open it by Wireshark software and filter with
‘sip’ keyword)

register
successfully.pcapng

 Issue Description:
The customer report the phone register failed.

 Resolution: （Checking list）

A． Please check the phone LCD, if it prompts ‘Network unavailable’, that means the phone
didn’t get IP address at all, then refer to: http://support.yealink.com/faq/faqInfo?id=77
B． If the phone obtain the IP address, and the LCD displays ‘No service’ that means you didn’t
fill the account information at all or filled the wrong account information which makes the
registration failed. For this situation, please refer to :
http://support.yealink.com/faq/faqInfo?id=169
C． If the issue still occurred, please reset the phone, then register again. (long press the ‘OK’ key
to reset to factory)
D． Also, please set the server port to ‘0’ if your SIP server address is in Domain format and need
DNS-SRV query:

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Note: For more information, please refer to the latest “Server Redundancy” guide on Yealink
support website.
E． If your network environment is with NAT, please enable NAT ‘RPort’ feature for that account
then have a test again:

F． If all above checking steps can’t help, please kindly check with customer if any other Yealink
Models can work well or other brands work well? If yes, please provide us the OK/NOK trace
from them for comparing purpose.
G． And then kindly ask customer to reproduce the issue and provide us:
Syslog (must be Level6)/ Trace/ config.bin files. (For how to get these three files, please
refer to:
https://support.yealink.com/en/portal/knowledge/show?id=84b84b529641f28b843eb445 )
H． Trace analysis:
a) From the trace, if only ‘REGISTER’ message sent by the phone, and no any response
from server, please persuade customer to check Server side or Network (they can
check with their administrator or service provider.)

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b) If the Server feedback: 404 or 407 error message, that means the SIP account
information you filled in the phone was wrong, please persuade customer to check
the account information with their administrator and try again.

c) If the server feedback with 401 error code, that means the account Authentication
failed. Please check if your password is correct with administrator:

And there is another possibility. There is “state=false” or “state=true” in 401

Unauthorized message, SIP phone can’t support this parameter which leads to
registration failed.

Please upgrade firmware to X.X.0.130 or above, which has solved this issue.
d) If there is no register message in pcap trace and phone uses DNS, please filter DNS.
If the information about DNS is wrong, DNS will reply “No such name”.

e) If phone suddenly lose connection to server, after reboot account can be registered
successfully. After some time, it lose connection again. Please check syslog. If you
see below content, issue is on DNS.
DNS <3+error > [SIP] Query error: 'Timeout while contacting DNS servers'
SUA <3+error > [000] DNS resolver fail, unknown destination...
Please ask customer to check DNS or use IP address to register account.
f) 420 Bad Extension
Phone send REGISTER message with Proxy-Require information, server doesn’t

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support this parameter.

Please use below auto provisioning sentence.

account.%d.proxy_require = %EMPTY%
g) 500 Internal Error
Phone sends REGISTER message with 5060 port. Some servers don’t support it and
reply 500 Internal Error.

1. Change port to 0. Phone will send REGISTER message without port.

2. If issue still exists, please try to disable Rport feature based on step 1.
3. If issue still exists, change port to 5063 based on last 2 steps.

I． After checking all above steps, and unfortunately, the issue still occurred, please contact our
distributor and provide Yealink all below information and files, we will analyze it and fix for
you ASAP.
a) The details of issue decryption.
b) Syslog (level6)/trace/config.bin from Yealink not working phones and trace from working
phones will help a lot.
Note: Please make sure the trace are with completed SIP message, e.g.:

Syslog file is in Level6: if it have <6+info> means its Level 6 syslog:

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c) What’s the issue probability of this issue?
d) How many Yealink phones you have and how many of them have this issue?

 Products:
All

 Firmware version:
All