Phones - How do I fix Unknown RTP codec 126 received from and X-lite or Bria softphone?
On occasion you will receive a call from a Cloud customer reporting that their Digium phone is in a constant reboot loop. This problem occurs because the phone service system - which is the system that tells the phone where it needs to download its configuration - and the switchvox has a configuration mismatch.
In essence the phone thinks that it has not been configured correctly because the hostname and port does not match the one provided by Switchvox,
In order to address this issue, Please obtain the following information
Obtain the URL of the Switchvox
Obtain the MAC address of the phone experience the problem
Steps to fix the issue
Log into the customer's cloud system
Go to the phone network and make sure that the all networks is set to the hostname of the system with DPA set to disabled.
Hostname of the system and DPA set to off (example mysystem.digiumcould.net:5060) is the configuration that has been approved for DCS systems, if there is any other configuration, it means that someone changed afterwards.
Log into phoneservice.digium.com and check the MAC address of the phone and confirm it match the configuration above
If you don't have access to phoneservice.digium.com please engage with your supervisor so an account can be created for you.
Make sure to request that the customer to reboots all of his phones to make sure that the conifguraiton has been applied.
Strategies
When you are logged into phoneservice.digium.com you can search by hostname and port 5062 (example mysystem.digiumcould.net:5062), this can show you all the phones that has been configured incorrectly
Make sure that there are no other phone networks on the system. With Switchvox Cloud, the only network that should be used is the All networks
Additional information
Contrary to popular belief, the extension that appears on phoneservice.digium.com has no effect on the reboot loop. This was confirmed by the head of our developer team. If you see a mismatch, feel free to ignore it