Registration failed at Provider/401 errors

It should be possible to register any SIP-compliant VoIP phone or device with your sipgate account using a suitable broadband internet connection.

Entering your SIP-ID, your SIP Password and our SIP Server address of "sipgate.co.uk" should be enough to register most VoIP/SIP phones, adaptors, and apps to show as being online in your account. Please note that these are case-sensitive.

Basic entry field requirements

After entering the above information, your device should register automatically. If not, please try clearing the fields and entering the data again. If you're not sure which fields to fill in and with what information, please check our device set up guides here.

Common Registration Errors

When a device fails to register, the most common cause of this is incorrect entry of the SIP-ID and/or the SIP Password. If this is the case, a lot of devices will return either a 401 error code/message, or words to the effect of "Registration failed at Provider". Both of these responses mean that the registration attempt failed due to either/or:

• our system not being able to link the request to a sipgate account (SIP-ID being wrong) 
• our system not being able to check the verification password (SIP Password being wrong)

Fixing this issue

Generate a new SIP Password

If your registration fails, and you receive a response which matches either of the above, or words to a similar effect, then:

• Re-Check your SIP-ID entry/entries (Please make sure you've added the e0 (small "e" Zero) suffix to your entry.
• Re-Check your SIP Password entry (this entry needs to be case sensitive, also please make sure that you didn't accidentally copy a "space" before or after the password, if you used Copy/Paste)

If, after checking you are sure that the entries you have made are correct, then we would now suggest that you create a new SIP Password, and then enter the newly created SIP Password in the place of the "old" one.

To do this, log into your account and go to Personal Settings - Telephony, and then click on the icon of the device which you want to change the password of. In the pop up window, next to your current password you will see a small "cog" icon. Clicking this will open a new window with a green "Generate new password" button. Click this to generate your new password. Enter your new password into your device password field, save and reboot, and then see if this clears the registration issue.

Generate a new device (SIP ID and SIP Password)

If this new SIP Password doesn't help registering the device, then you can also generate a new device:

• In the same menu as above, click Delete device
• Once the device is deleted, you can generate a new device on the right-hand side of the routing table by clicking Add device

This new device should have a different ending, i.e. e1 instead of e0. 

If this didn't work and you are still having the same issue then please send our support an email and they will then look into the issue further.

What Do Telephony & Error Codes Mean?

The following error codes occur most frequently

• 401 Unauthorized: The credentials (SIP ID or SIP password) are incorrect.
• 404 Not found: The number does not exist, is not assigned to a connection, or is not configured on the callee’s device or phone system.
• 486 Busy here: The recipient’s device indicates that the line is busy.
• 487 Request terminated: This is the usual signal when the other party hangs up.

Other Commonly Transmitted Codes

• 100 Trying: The system is attempting to route the call. This is part of the normal call setup process.
• 180 Ringing: The recipient’s device signals that the phone is ringing.
• 183 Session progress: The call is being established. You might hear a ringtone or announcement.
• 200 OK: The call has been accepted, or the device has successfully registered with the server.
• 301 Moved permanently: A permanent redirection to another destination has been configured.
• 302 Moved temporarily: A temporary call forwarding rule is set on the recipient’s device.
• 400 Bad request: The request contains incorrect parameters, often due to data entered into the wrong field in the phone configuration.
• 403 forbidden: The user is not authorized to make this call.
• 407 Proxy authentication required: The phone needs to authenticate with the server for outgoing calls.
• 408 Request timeout: This typically occurs when your router or firewall does not fully or partially forward the data traffic to the phone.
• 480 Temporarily unavailable: This may happen, for instance, if the recipient has activated "Do Not Disturb" (DND).
• 481 Call does not exist: Rarely occurs, usually when a status message does not reach its destination.
• 482 Loop detected: A call routing loop has been identified, often caused by forwardings (e.g., A → B → A).
• 488 Not acceptable here: Occurs when the codec, encryption method, or transmission type (e.g., video) used by the device is not supported.
• 500 Server internal error: General server error.
• 502 Bad gateway: The gateway (server) in the SIP request is faulty.
• 503 Service unavailable: The SIP service on the server is temporarily unavailable.
• 603 Declined: The recipient has declined the call, either manually or automatically.